PSS Helps Prolong Life of IVR Systems for U.S. Service Provider

In consideration of the current economic climate, companies in all industries are looking for ways to keep existing systems and services in place as long as possible before upgrading, as a cost-cutting measure. This is as true in the enterprise call center sector as anywhere else.

 

PSS, a company that specializes in interactive voice response (IVR) solutions for contact centers, is helping it clients extend the life of existing infrastructure. The company release data Friday showing it once again provided support ensuring 99.999 percent uptime goals for legacy IVR platforms owned by an unnamed U.S. service provider.

 

For the third year in a row, through a PSSHelp Extended Life maintenance and support service contract, PSS was able to deliver this carrier-grade reliability for the service provider’s Nortel (News - Alert) IVR systems.

 

Todd Funk, PSS’ CEO, said his company’s Extended Life services for IVR and computer telephony integration (CTI (News - Alert)) systems offer clients flexibility in good and bad economic times. The popularity of these offerings led PSS to recently expand the Extended Life portfolio to cover PBX (News - Alert) systems as well.

 

The PSSHelp Extended Life services are designed to keep legacy systems performing reliability even past their expected life spans. This gives call centers the flexibility to choose the best time for an upgrade, rather than being forced to do so by systems wearing out. A larger planning window means that, when upgrades are made, more funding is available for improvements like application development or call routing tune-ups.

 

“In this economic climate, companies enter the budgeting season with plans that limit capital spending,” noted Opus Research analyst Dan Miller (News - Alert), in a statement. “We see a growing number of firms turning to third-parties to cap the risks and expense associated with care and feeding of existing customer care, communications and self-service infrastructure.”

 

In August, PSS was awarded full service partner certification by Nortel for its MPS 500 voice response platform. The certification means PSS can offer IVR solutions based on the Nortel MPS 500 platform — including system design, application development, installation, integration and ongoing technical support.

 

Also in August, PSS began a partnership with Genesys to provide that company with applications and support for its Genesys (News - Alert) Voice Platform 8. This platform helps contact centers transition from legacy to next-generation infrastructure.