Discover how to extend the life of IVR systems:
Upgrade to open standards and deliver an anytime any where experience with Visual IVR

Thursday July 26, 2012 2:00 PM ET/ 11:00 AM PT

PSS invites contact center managers and IT leaders to join us for a “Contact Center Transition” webinar on July 26, 2012 at 2 PM.

Is your organization’s IVR system end-of-life with no vendor support? ProPSS is a proactive maintenance with heartbeat monitoring support program offering a single point of problem resolution across your entire IVR, CTI and PBX infrastructure.

Learn about the option of a full managed service which can also save the disruption of moving to a hosted solution. You may be surprised to learn about PSS’s App Centre legacy to VoiceXML code conversion tool for enhancing and upgrading legacy IVR systems.

Are you planning an upgrade to new platforms or applications and are concerned that migrating to open standards such as VoiceXML for IVR and SIP using VoIP involves long deployment times, high cost and a variety of risk profiles?

PSS will also share their Visual IVR capability as one of those first stepping stones to providing another channel, on top of an existing technology for that younger generation who would rather interact with their smart phone or feature phone.

Then we think you’ll be very interested in how PSS Help provides a complete range of sophisticated software tools and specialty application development and integration services


What Attendees will learn:

  • Technology options available to call center leaders to maintain, support and even enhance IVR systems that are end-of-life
  • How to integrate the latest Next Gen applications using VXML into existing legacy platforms back end systems without having to uplift all of the systems VXML
  • Changes and trends in the call center market, including the huge impact of social media and other channels on IVR
  • How to undertake a contact center transition
  • How to capitalize on the growth in smart phone use by deploying Visual IVR to improve the customer experience
Who should attend:
  • Contact Center Operations wanting to improve performance or introducing new capabilities and applications
  • Senior Leaders in Marketing and Customer Experience Management
  • CEOs and executive management at outsourced call centers
  • CFOs and Leaders driving cost innovation

Register Today



Sponsors:





 
 
Presenters:
Keith Ward CTO,
PSS Product Support Solutions

Keith consults with hundreds of large enterprise and telco companies on their call center needs, next gen IVR, speech solutions and the network/web services infrastructures that will drive new customer and self-service applications.

Keith has more recently become a respected commentator on Social Media and its deployment within the contact center Prior to co-founding PSS, Keith was Director of Western Region Engineering Services for the Nortel/Periphonics Call Center Product Lines. He has been involved in many projects that shaped the industry, including the text-based precursor to the World Wide Web and a ground breaking speech IVR deployment at Charles Schwab.

Earlier in his career, as CIO of Head Start Long Island, NY, Keith was nationally recognized by the US Department of Health and Human Services for his innovative implementation of technology.



Glenn Hackemer,
Global VP Sales , PSS




Glenn has been instrumental in bringing self service solutions to the market for many years beginning with ATM’s, followed by IVR and IVR coupled with speech recognition, as well as VoIP call center technologies. This knowledge and experience in deploying cutting edge customer service solutions is an asset to PSS as he leads the company forward in new areas such as Social Media and Mobile.

Most recently, Glenn was instrumental in significantly growing revenues for a large Cisco System Integrator. Projects included an 8000 seat VoIP call center and a 4500 blended agent project for the US Census. While there he also developed a business case selling strategy to help companies justify the deployment of TDM to SIP.

In addition, as Vice President of Sales for InfoNow, Glenn was instrumental in establishing the PRM (Partner Relationship Management) Industry in addition to growing the sales team. During his tenure at InfoNow, the company went public on NASDAQ.


Stefania Viscusi,
Editor TMCnet



Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.