PSS Capabilities Overview 2015

1© 2015 PSS Help - All Rights ReservedPSS Capabilities
Specialised System Integrator for the Contact Centre

2© 2015 PSS Help - All Rights Reserved
From Legacy to Innovation

Key Service Capabilities
PSS provides quality independent advice and consultancy. We consistently
deliver on projects, frequently finding creative solutions to solve complex issues.

Global Alliances with Industry Leaders
More and more technology companies use PSS to turn
their products into solutions
The Worlds
largest suppliers
of contact center
technology
and software rely
on PSS help

Experience is not a Commodity
We deliver expertise in a wide range of products and have the flexibility
to acquire other skilled personnel as required by customers

Third Party Support
We 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.
SUPPORTREQUIREMENT IVR DIALER
CTI
SERVICES
RECORDER
SWITCH/A
CD
Vendor Solution Software
Genesys, Avaya, Nortel, Aspect,
Siemens, Verint etc.
Application Development
Java, .net, Eclipse, etc.
Operating Systems
Linux, Solaris, Unix, Windows,
VMware, etc.
Hardware
HP, IBM, Dell, etc.
Service Providers
Telstra, Vodafone, AT&T,
Verizon, Level 3, Century Link,
etc.
Telephony
VoIP, SIP, T1, E1, ISDN, etc.
Network
TCP/imp, Ethernet, OSI Layers,
Switches, Gateways, etc.
Databases
Oracle, DBMS, SQL, Sybase, etc.

Transition Services
• Providing independent advice
As a trusted expert we help you to stay in control
• Blueprinting prior to an upgrade or move to the Cloud
Map out a valuable picture of your current system
• Connecting new and old technologies seamlessly
We are good at getting them talking immediately
• Skilled practice/toolsets for easier application
conversion Extend IVR application lifespan and save an
average of 40%
• Additional staff on your team when or where it matters
for BAU or new deployments
Always keeping the lights on or launching successfully
• Independent, expert testing always pays off
Don’t let vendors mark their own exam papers or use
internal staff
• Tune up & optimize
Keep one step ahead of customer behavior MINIMIZING RISK SAVING TIME REDUCING COST

Contact Center Skills
PSS can help you understand some of the
alternative transition options for your Genesys or
Avaya platform.
Support and Professional services for
Simplification of Genesys Administration
Track changes, synchronize environments,
rollback and recover your configurations.
Genesys 7 to 8: The upgrade path
A platform upgrade is a major change for any
business. A full upgrade may seem like the
only solution.
Genesys Staff Augmentation
Skilled 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

Innovation Services
PSS brings innovation across the enterprise
- Here are a few of the latest solutions
• Contact Center Resources - How to get the right resources, in
the right place, at the right time
• Desktop - Developing and delivering Agent desktops and
increasing their functionality
• Visual IVR - Providing new ways to link your contact to your web
and apps creating a seamless omni-channel experiences
• Cloud - Helping to understand your options, the benefits and the
pitfalls and supporting your journey to the cloud
• Monitoring - A single pane of glass to measure the customer
experience across disparate systems
• Reporting/Analytics - End to end reporting across the whole
customer experience
• Call Recording Compliance - Strategies and technologies to
stay one step ahead of regulatory compliance risk

Resources
Sometimes organizations just need
skilled people, not the technology
Trying to maintain current platforms, managing
minor upgrades, switching to new solutions
including “the Cloud” or wondering how to be
innovative by further optimizing current solutions
is a huge challenge.
The #1 problem we hear is that a shortage in
skills is the major roadblock in moving forward
with innovation.
PSS gives you immediate access to a wide range
of specialized expertise across leading call center
technologies.
We provide hundreds of thousands of hours of
resources that reduce costs and risks, while
speeding up time-frames and maximizing the
rewards of innovation.

PSS has developed Coral Active the Agent
Desktop based on HTML5 that clients are using
to make the most of innovation
• 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
Agent Desktop

Visual IVR
A 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 Times
Collecting 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 Calls
Building 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-Outs
Customers 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 Insights
Understand customer journeys like never before. See how they
reach you and where they stumble. Full graphical reporting
in near real-time.

Contact Centers & The Cloud
Contact Center operators will need to take advantage of
what the cloud brings to their organization
• However picking the right solution and right time is a
challenge when confronted with so many competing
offers and marketing messages.
• The danger is steering your way through the hype to find
the right solution for you.
• PSS is well placed to provide independent advice
or to manage challenges of moving some or all of your
operations to the cloud.
• We are vendor neutral and working in the cloud for
13 years. Long before companies such as Amazon,
Google and Rackspace, and we very much take an
unbiased view of the cloud.
• Our business is not dependent on you switching to the
cloud or staying put. We help customers with every kind
of contact center scenario, putting us in the perfect
position to provide impartial advice.

nVision Reporting & Analytics
End to end reporting across the whole customer
experience. Aggregating data from disparate
sources enabling enhanced reporting /analysis from
like of ACD, WFM, Call Recording, CTI, IVR Help 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 5
Accuracy of data is often flawed- envision removes
human error element
Deeper management insight with self service reports
you don’t have to ‘ask & wait anymore
Bespoke formats (i.e.: speed dials/ graphs etc. not just
‘Excel’ formats
Efficiency - Largely paperless reporting system, faster,
more uniform and user-friendly

End to End Monitoring
nTelligence 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

Call Recording Compliance
Call 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 Testing
Checks and Balances
Element Management
It significantly reduces the time and cost
and provides peace of mind by
automating both the testing process and
the test audit trace.

Move Call Recordings Off Tape
The latest innovation in data storage retrieval
Trader Voice Bulk Extraction automates
the 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
• Data on Tape Won’t Last For Ever!

PSS Experience to Trust
Passionate
Customers
• Development
Centers in US,
UK & AUS
• 150 of the Global
1000 rely on PSS
• Customers in
19 countries
• 99% Repeat
business
Solid Growth
Company
• Double digit
growth since 2002
• Privately held
• Profitable
• 6 times in
Inc.5000 fastest
growing US
companies
Contact Solutions
Global Leader
• Managing 500K IVR
Ports & 1000’s of
integrations
• Contact Center
product developer
• Specialist systems
integrator
• Market leading
innovations

PSS Capabilities Overview 2015

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