Average 40% Decrease in IVR Development Time with Product Support Solutions’ New Professional Services Practice

Dublin, California (EastBayDaily) — PSS announced today the enhancement of their internal application conversion tools, automating their internal processes and methodologies to create Application Centre™. The enhancement was bred from the company’s previous successes converting numerous proprietary IVR applications as well as from PSS’ expertise in contact center voice applications within proprietary IVR application environments such as Nortel’s Peri-Producer and Intervoice’s InVision.

“From the beginning, PSS has focused on making it easier for businesses to transition from old to new contact center technologies,” stated Todd Funk, CEO and President of PSS. “Even our products like FlexxBridge™ and FlexxGate™ resulted from the need for our customers to make legacy technologies work efficiently with next-gen technologies. We hear that the number one reason enterprises put off the move to open, standards-based IVR is the cost of the application conversion. Application Centre™ can reduce that cost by as much as 50%, significantly improving the ROI. Our professional services team has been using the components of Application Centre™ for years, helping companies such as United Healthcare, Telstra and Sempra Energy transition to next gen IVR solutions.”

Application Centre™ includes proven best practices, automated conversion routines, and automated test case creation, allowing PSS to rapidly convert legacy IVR applications to VoiceXML. Application Centre™ also helps developers prototype and deploy new next gen IVR applications quicker, thus reducing the risk and cost of building solutions from scratch. Application Centre™ is dependent upon PSS’ Application Platform™ which provides reusable libraries that facilitate typical IVR functions such as call transfers, call detail record collections, debug logging, and so on.

In addition, Application Centre™ has the ability to leave “no stone unturned” in converting the existing IVR application. Often when transitioning from a legacy IVR application to next-gen IVR application there are hidden menus, containers, etc, that aren’t documented or known by the existing customer’s IVR team. Application Centre™ uncovers all portions of the existing application, greatly reducing delays and unbudgeted change requests.

According to Deb Elvidge, Executive Vice President of Professional Services for PSS “A Fortune 500 financial services enterprise told us that our cost to convert their legacy IVR applications to next-gen VoiceXML was half of what they had budgeted based on estimates from other professional services organizations.”

About PSS Product Support Solutions, Inc. (PSS), a global contact center solutions provider for Enterprises and Service Providers, focuses on getting the most return out of a customer’s investment in Contact Center Solutions, including: IVR, CTI, Routing and Desktops, Business Process Routing & Decisioning (BPRD), eServices, and Social Media. PSS offers a broad array of products and services that enhance customer interactions, including consulting, design, application development, integration, and ongoing technical support for premise-based and hosted contact center solutions. To provide these products and services, PSS works with industry leading vendors including Convergys, Genesys, Voxeo, West, Cisco and Avaya. PSS is trusted by world-leading customer service companies, such as American Express, AT&T, Cable & Wireless, Kaiser Permanente, Vodafone, United Healthcare, Wells Fargo, and many others to support their contact center investments. For more information on how PSS can help your organization, please visit http://www.psshelp.com .

All product and company names are registered trademarks of their respective companies.

Press contact only: Angelique Rocafort Product Support Solutions, Inc. arocafort(at)psshelp(dot)com (925) 208-2368


Angelique Rocafort
Product Support Solutions