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[April 19, 2012]
Product Support Solutions Updates on Contact Center Demand in Q1
Apr 19, 2012 (Close-Up Media via COMTEX) -- PSS (Product Support Solutions) announced it started Q1 2012 as they did 2011 with a record quarter.
According to a release, the Contact Center market seems to be on the rebound as companies refocus on The Customer Experience and customer retention - keeping customers happy and engaged in the very competitive environment. PSS reported that part of the reason for this resurgence is the ready availability of new products and services that keep customers engaged with a brand, such as Contact Center integration to Social Media, outbound notification, chat and any-device anywhere interaction solutions.
"We expect the Contact Center to continue playing a pivotal role with overall customer experience and loyalty to a brand," Todd Funk, CEO explained. "Our capabilities, products and partnerships are well aligned with their needs, our recent record sales indicate." The company said bookings for Q1 2012 were up a staggering 700 percent compared to Q1 2011; bookings for Q4 2011 were up 200 percent v Q4 2010.
PSS reported that it focuses on products, tools and capabilities that help enterprises eliminate the need for a total up front replacement strategy. One such tool is a Rapid Development Process called app centre - used for converting legacy proprietary IVR applications to open standards based Java and voiceXML. Enterprises often hold back application development and conversion in the contact center due to time and cost. Application Centre reduces the development time by an average of 40 percent, leaving "no stone unturned" in converting legacy IVR applications as it uncovers all portions of the existing application, greatly reducing delays and unbudgeted change requests. This ensures the new solution provides maximum ROI and lowest total cost of ownership. PSS works with all of the latest IVR solution providers such as Genesys GVP 8.
Additionally, an increased focus on the company's Interactive Voice Response (IVR) skills has fuelled growth. PSS IVR support sustains, extends and enhances the life of legacy IVR solutions especially solutions sold by Nortel and Intervoice. The company has always been known for expertise in optimizing and supporting both the IVR platform and applications until the time comes to move to a new solution.
PSS (Product Support Solutions) is a specialized contact center systems integrator.
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