pss services overview 2014

PSS Overview

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© 2014 PSS Help All Rights Reserved

PSS Overview24 hours a day 7 days a week all over the world from the US & Europe to Asia & Australia millions of customers and hundreds of companies use platforms designed and managed by PSS

We do everything from delivering their complete customer interactions and experiences to support individual website & contact center platforms and applications

Managing technology and customer experience is now recognized by most organizations as the key differentiator in challenging business conditions

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From Legacy to InnovationEvery platform application and service can be seen as being in one of three stages at any given time

Over the years we’ve developed a methodology and tools built around three different stages. Each stage provides different challenges

We help our customers build a roadmap for the future of their organizations, from where they are today to where they want to be in future

This is about reducing risk, saving time, cutting cost, and increasing value

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Key Service CapabilitiesWe are a trusted independent provider of bespoke services, built on sophisticated and flexible tools helping our customers integrate complex technologies and advise them on how to make the most of the full life cycle of the technology they operate to deliver their customer experiences

Advise

Audit

Investigate

Analyse

Design

Deliver

Coordinate

Develop

Integrate

Implement

Test

Manage

Monitor

Managed Service

Support Solutions

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Third Party SupportWe 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.

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Transition ServicesProviding independent advice As a trusted expert we help you to stay in control Create a discovery audit prior to any upgradeMap out a valuable blueprint of your current system Connect new and old technologies seamlesslyWe are someone who's good at getting them talking immediately Skilled staff and toolsets for easier application conversionExtend IVR application lifespan and save an average of 40% Independent, expert testing always pays off Don’t let vendors mark their own exam papers Tune up & optimizeKeep one step ahead of customer behavior

Strengthen your team where it matters for BAU or new deploymentsLaunch successfully and always keep the lights on

Minimizing Risk Saving Time Reducing Cost

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HTML5 Agent DesktopPSS have developed Coral Active the Agent Desktop based on HTML5

• 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

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nVision ReportingAggregate/optimize data from disparate sources to enable enhanced reporting/analysis from ACD, WFM, Call Recording, CTI, IVR Help Desk/Ticketing, Web interaction, Predictive/Auto Dialers, CRM/ERP 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 5Accuracy of data is often flawed- envision removes human error elementDeeper management insight with self service reports you don’t have to ‘ask & wait anymoreBespoke formats (ie: speed dials/ graphs etc, not just ‘Excel’ formatsEfficiency - Largely paperless reporting system, faster, more uniform and user-friendly

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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 TimesCollecting 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 CallsBuilding 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-OutsCustomers 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 InsightsUnderstand customer journeys like never before. See how they reach you and where they stumble. Full graphical reporting in near real-time.

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Trader Voice Bulk RetrievalData on Tape Won’t Last For Ever! Trader Voice Bulk Extraction automates this 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

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Call Recording ComplianceCall 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 TestingChecks and BalancesElement Management

It significantly reduces the time and cost and provide peace of mind by automating both the testing process and the test audit trace.

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End to End MonitoringnTelligence 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

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Contact Center SkillsSimplification of Genesys AdministrationTrack changes, synchronize environments, rollback and recover your configurations.

Genesys 7 to 8: The upgrade pathA platform upgrade is a major change for any business. A full upgrade may seem like the only solution. PSS can help you understand some of the other options for your Genesys platform.

Genesys Staff AugmentationSkilled 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

pss services overview 2014

Technology

pss overview24 hours

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end of support

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responsive application

customer experiences

good service

party support alternative