pss help corporate overview

PSS Help

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© 2014 PSS Help All Rights Reserved

PSS Introduction

We help organizations with their journey from being contact centers with IVRs into integrated channels that produce a better customer experience at a significantly lower cost.

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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

So lets start by looking at the technology

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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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Technology - Legacy

Ensuring that you maximize your long term return on investment on technology is a challenge for every organization

This can create friction with suppliers as they often reduce the support offered and increase support costs to leverage the sale of upgrades

We keep legacy platforms and applications running efficiently, until our customers decide it is time for a transition

Transition

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At any given moment organizations will have some transition programs going on

Reducing costs and increased functionality drives this process, from minor upgrades for specific applications to major upgrades refreshing core technologies

The risks to BAU (Business As Usual) include revenue and reputation and frequently it is the small gaps between multiple suppliers that create the largest risks

We help our customers make the most of their transition and often “keep the lights on” during periods of significant risk

Technology - Transition

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Few people doubt that the current pace of innovation is more dramatic than ever before

Delivering insight & understanding of what innovation means and how to create a culture that makes the most of that rapid change is viewed by many senior teams as one of the key challenges over the next few years

We help our customers find the dividing line between the bleeding edge and market winning differentiation

Technology - Innovation

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Customer ExperienceYour customer experience and relationship is built from the business processes you deliver to your customer

As with technology some of these processes rely on traditional design while others represent the latest trends in innovation

We use the same 3 stage methodology to provide our customers with the understanding of the effectiveness of their various processes and the opportunities provided though innovation

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Customer Experience - LegacyLegacy customer experience processes tend to be less cost effective and less customer friendly

They are often difficult to improve and work through a single channel. They tend to reflect organizations’ needs rather those of the customer, because historically, that’s how processes were designed

They are often isolated parts of the customer relationship focused on individual transactions and as a result, it is difficult to measure customer experience satisfaction

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Customer Experience - TransitionTransforming business processes into better customer experiences can often be one of the key benefits delivered during the migration from legacy platforms.

Measuring the impact of these changes across all departments can highlight the financial gain derived from improved customer experience

We assist our customers in understanding the challenges and opportunities involved in making change

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Customer Experience - InnovationInnovation in customer experience is delivering change faster than in any other time in history. It is impacting the value of customer relationships and forcing the redesign of traditional operating models

The arrival of blended channels, augmented experiences and improved self service are all external visible indicators of this pace of change

Understanding how to build a culture of innovation is a vital task

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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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Key Capabilities - Advise• Audit - Our audit services provide an independent

assessment of a complete customer journey or for an individual platform or service

• Investigation - In a complex world of multiple suppliers it is often useful to have an independent investigation into the root causes of burning issues. Frequently the gaps between suppliers can result in expensive delays

• Analysis – We provide a broad range of analysis modules that can look at everything from platforms connectivity to complete customer journeys

• Design - Our design service is based on an understanding of the journey from legacy platforms and applications through the transition to innovation. Guiding our customers through the way they deploy technology and the customer experiences they deliver

We advise on technology and the resulting customer experiences

Much of our advice service is focused on the gaps & interfaces between complex systems from multiple suppliers. Because of the large number of platforms we support we are able to call upon an exceptionally large pool of experts.

As we are independent our customers are able to rely on our understanding of their issues across multiple suppliers

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Key Capabilities - Deliver• Coordinate - Acting as a single coordinator of

implementations across multiple suppliers

• Develop - From years of customized solutions development and best practices, we have created and leverage our intellectual property, technologies and processes. Our differentiation is our experience

• Integrate - As an independent supplier working with all of the major software and hardware manufacturers to ensure that there are no gaps in terms of performance, operating and reporting

• Implementation - We have a strong track record of delivering mission critical systems and helping customers identify and manage the associated risk with complex implementation issues

• Test - We are one of the worlds leaders in providing the ability to test a single platform or application to the complete customer experience

Managing the delivery of complex systems and customer experience requires access to a range of high quality skills. We customize each solution to customers needs

Our IP, methodologies and tools are designed to manage the risks of mission critical systems and deliver optimal performance

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Key Capabilities - Manage• Monitor - We provide some of the most

sophisticated monitoring tools in the market, covering everything from network heartbeats and video judder to complete customer experiences

• Managed Services - We offer completely customized managed services to meet the different needs of each of our customers

• Support - We provide a large number of bespoke high quality support solutions from legacy platforms through to the latest innovations

Customers often find it convenient to allow us to manage complex services across multiple suppliers so they can focus on their core mission

We provide customized solutions from monitoring and support through to fully managed services

It is often the gaps between suppliers where we add the most significant value

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Service Providers

Travel & Hospitality

Customers Trust PSS

“Your support of 4000 ports across multiple applications was measured at a 99.98 % uptime AVERAGE over a period of 8 years.” Manager Infrastructure Operations -Telecom Provider

“PSS has been a great IVR solution provider and partner on this project. Thank you for your help in getting the IVR Solaris upgrade completed on time & per the schedule.” Head of Projects & Programs - Major Mobile Provider

“I don’t think it’s any secret that I have simply adored my PSS support team since our very first conference call.” Senior Staff Consultant – Resort Casino

“I am truly grateful to PSS and to Steve. My only regret is not moving to you for support years ago.” IVR Technical Services Support - Airline

Our Customer retention rate is 99%

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Government

Utilities

Customers Recommend PSS“Thank you for doing a great job and setting a high standard for being someone we could rely on.” Program Manager Voice & Data - Employment Security Department

“In 7 years of working with PSS, as an IVR solution provider, the only complaint our whole team could come up with was so minor, that we have no hesitation with upgrading our platform with PSS, so that we can continue to be a key partner.” Senior Systems Integrator – City Authority

“When all else fails, call PSS. You guys really made a difference in helping us troubleshoot and resolve this matter.” Senior Analyst – Power Provider

“Thank you & John for troubleshooting the clocking issue that was also discovered. Your team continues to be one of my favorites when it comes to customer service and support.” Customer Technology Manager - Power Provider

Our Customers are our best advertising

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Financial Services

Healthcare

Customers Stay With PSS“I fully realize the bank’s project budget paid the previous vendor to provide this functionality, but they were unable to deliver and the project was pending shutdown. You guys stepped in and provided the solution quickly!” EVP - Banking

“Your team brought the entire MPS1000 IVR systems into full production within 23 days! We’d not experienced that level of availability in a couple years with the previous vendor.” Senior Systems Integrator - Banking

“Thank you for awesome support thus far!”

“PSS is leading edge in providing customer service. Keep up the good work.”

“Hear, hear! Thank you all for a job well done.”

No new PSS Help support service customer has ever gone back to their original provider

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Global Alliances with Industry LeadersMore 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

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

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PSS Experience to TrustSolid Growth

Company

• Double digit growth since 2002

• 2012 over 325% + in revenue & profitable

• Privately held

• 5 times Inc. 500 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

Passionate Customers

• Development Centers in US, UK & AUS

• 150 of the Global 1000 rely on PSS

• Customers in 25 countries

• 99% Repeat business

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