PSS Capabilities Overview 2015

1© 2015 PSS Help - All Rights ReservedPSS Capabilities

Specialised System Integrator for the Contact Centre

2© 2015 PSS Help - All Rights Reserved

From Legacy to Innovation


Key Service CapabilitiesPSS provides quality independent advice and consultancy. We consistently

deliver on projects, frequently finding creative solutions to solve complex issues.


Global Alliances with Industry LeadersMore and more technology companies use PSS to turn

their products into solutions

The Worlds

largest suppliers

of contact center

technology

and software rely

on PSS help


Experience is not a CommodityWe deliver expertise in a wide range of products and have the flexibility

to acquire other skilled personnel as required by customers


Third Party Support

We buy you time to decide

what’s the next best step when your

provider makes your current

product end of life or end of

support when it’s providing

perfectly good service.

PSS provides a third party support

alternative that in all cases provides

better support, while at the same

time reduces the customer’s total

cost of ownership.

To us support is being available

24 x 7 to walk side-by-side with you

to insure the solution is providing

the maximum unique benefit to you

today and into the future.

SUPPORT REQUIREMENT IVR DIALERCTI

SERVICESRECORDER

SWITCH/ACD

Vendor Solution Software Genesys, Avaya, Nortel, Aspect, Siemens, Verint etc.

Application DevelopmentJava, .net, Eclipse, etc.

Operating Systems Linux, Solaris, Unix, Windows, VMware, etc.

HardwareHP, IBM, Dell, etc.

Service ProvidersTelstra, Vodafone, AT&T, Verizon, Level 3, Century Link, etc.

TelephonyVoIP, SIP, T1, E1, ISDN, etc.

NetworkTCP/imp, Ethernet, OSI Layers, Switches, Gateways, etc.

DatabasesOracle, DBMS, SQL, Sybase, etc.


Transition Services

• Providing independent advice

As a trusted expert we help you to stay in control

• Blueprinting prior to an upgrade or move to the Cloud

Map out a valuable picture of your current system

• Connecting new and old technologies seamlessly

We are good at getting them talking immediately

• Skilled practice/toolsets for easier application

conversion Extend IVR application lifespan and save an

average of 40%

• Additional staff on your team when or where it matters

for BAU or new deployments

Always keeping the lights on or launching successfully

• Independent, expert testing always pays off

Don’t let vendors mark their own exam papers or use

internal staff

• Tune up & optimize

Keep one step ahead of customer behavior MINIMIZING RISK SAVING TIME REDUCING COST


Contact Center Skills

PSS can help you understand some of the

alternative transition options for your Genesys or

Avaya platform.

Support and Professional services for

Simplification of Genesys Administration

Track changes, synchronize environments,

rollback and recover your configurations.

Genesys 7 to 8: The upgrade path

A platform upgrade is a major change for any

business. A full upgrade may seem like the

only solution.

Genesys Staff Augmentation

Skilled resources where you need them,

when you need them.

Legacy Support for Nortel and Avaya solutions

Avaya Upgrades moving from 3.5 to 4.1


Innovation ServicesPSS brings innovation across the enterprise

- Here are a few of the latest solutions

• Contact Center Resources - How to get the right resources, in

the right place, at the right time

• Desktop - Developing and delivering Agent desktops and

increasing their functionality

• Visual IVR - Providing new ways to link your contact to your web

and apps creating a seamless omni-channel experiences

• Cloud - Helping to understand your options, the benefits and the

pitfalls and supporting your journey to the cloud

• Monitoring - A single pane of glass to measure the customer

experience across disparate systems

• Reporting/Analytics - End to end reporting across the whole

customer experience

• Call Recording Compliance - Strategies and technologies to

stay one step ahead of regulatory compliance risk


ResourcesSometimes organizations just need

skilled people, not the technology

Trying to maintain current platforms, managing

minor upgrades, switching to new solutions

including “the Cloud” or wondering how to be

innovative by further optimizing current solutions

is a huge challenge.

The #1 problem we hear is that a shortage in

skills is the major roadblock in moving forward

with innovation.

PSS gives you immediate access to a wide range

of specialized expertise across leading call center

technologies.

We provide hundreds of thousands of hours of

resources that reduce costs and risks, while

speeding up time-frames and maximizing the

rewards of innovation.


PSS has developed Coral Active the Agent

Desktop based on HTML5 that clients are using

to make the most of innovation

• Faster project deployment

• Lower operating costs due to thin client

• More responsive application. No lag in thick

client to pop call information, resulting in the

agents being able to use the information.

• Implement rapid changes enabling agents to

have a desktop that is current and relevant to

the products & services they support

• Reduction in AHT between 9 to 20 seconds

• Direct drop in call transfers

• Agent training requirements virtually removed

• Agent satisfaction dramatically improved

Agent Desktop


Visual IVRA visual version of your IVR that customers can

simply touch through the IVR with the ability to enter

complex data and easily go back and choose different

options

Reduced Call Times

Collecting important call information before connecting callers to

agents dramatically cuts down on call handle time. Adds up to a lot

of savings & happier customers.

Fewer Calls

Building bespoke self-service flows you can try resolve customer

issues all within the Visual IVR session, reducing the number of

calls coming in to agents.

Better Routing, Less Zero-Outs

Customers are more apt to provide information and select the

correct menu options. By utilizing this information, Visual IVR can

route the call to the right agent, and at the same time reducing the

number of ‘zero-outs’ due to getting frustrated with the IVR tree.

Deep Insights

Understand customer journeys like never before. See how they

reach you and where they stumble. Full graphical reporting

in near real-time.


Contact Centers & The Cloud

Contact Center operators will need to take advantage of

what the cloud brings to their organization

• However picking the right solution and right time is a

challenge when confronted with so many competing

offers and marketing messages.

• The danger is steering your way through the hype to find

the right solution for you.

• PSS is well placed to provide independent advice

or to manage challenges of moving some or all of your

operations to the cloud.

• We are vendor neutral and working in the cloud for

13 years. Long before companies such as Amazon,

Google and Rackspace, and we very much take an

unbiased view of the cloud.

• Our business is not dependent on you switching to the

cloud or staying put. We help customers with every kind

of contact center scenario, putting us in the perfect

position to provide impartial advice.


nVision Reporting & Analytics

End to end reporting across the whole customer

experience. Aggregating data from disparate

sources enabling enhanced reporting /analysis from

like of ACD, WFM, Call Recording, CTI, IVR Help or

even home-grown apps

Cost Reduction: MI teams manually pulling intel into

single reports (typical spend 3/4 hours per day collating

reports - ROI 12-24 months)

Actionable Insight: Speed (lack of!) to do this manually

means data is out of date, companies cannot act quickly

on it, so of little benefit.

Consolidated reporting, look at 1 report not 5

Accuracy of data is often flawed- envision removes

human error element

Deeper management insight with self service reports

you don’t have to ‘ask & wait anymore

Bespoke formats (i.e.: speed dials/ graphs etc. not just

‘Excel’ formats

Efficiency - Largely paperless reporting system, faster,

more uniform and user-friendly


End to End Monitoring

nTelligence provides a single version of the

truth and a single pane of glass approach to

understanding and measuring customer

experience as well as reporting on the

performance of disparate voice, video and

data platforms across the enterprise or cloud

Multi-tier, cross-vendor deployments are difficult

and costly to manage, often accompanied with

a legacy of numerous point solutions and

custom tools.

• Comprehensive SLA Management

• Easily customizable reporting of customer

journeys and experiences

• Easily customizable reporting of platform

performance information

• Automation of manual processes


Call Recording Compliance

Call recording compliance is a must in

trader operations the problems are

• High manual cost of testing

• High cost of failure

• Traditionally difficult to test as needs

to be cross vendor

nVoice provides a 3 tier approach.

Active Testing

Checks and Balances

Element Management

It significantly reduces the time and cost

and provides peace of mind by

automating both the testing process and

the test audit trace.


Move Call Recordings Off Tape

The latest innovation in data storage retrieval

Trader Voice Bulk Extraction automates

the process

Extracting all calls and meta data from tape

Indexing & reporting on the transfer process

Compressing and signing files to give you the

confidence to destroy tapes

Automate tape drives, GUI and extraction process

• Significantly reducing the cost by automating

the process

• Dramatically reducing the time required

• Virtually eliminating the effort needed to rectify

manual errors

• Proven tamper proof process for digitally

signing files

• Data on Tape Won’t Last For Ever!


PSS Experience to Trust

Passionate Customers

• Development

Centers in US,

UK & AUS

• 150 of the Global

1000 rely on PSS

• Customers in

19 countries

• 99% Repeat business

Solid Growth Company

• Double digit

growth since 2002

• Privately held

• Profitable

• 6 times in

Inc.5000 fastest

growing US

companies

Contact Solutions Global Leader

• Managing 500K IVR

Ports & 1000’s of

integrations

• Contact Center

product developer

• Specialist systems

integrator

• Market leading

innovations

Technology

PSS Capabilities Overview 2015