24x7x365 Support

It's Our Problem

For many support issues involving complex systems, you don't immediately know which product or integration point is the source of a problem.  To keep support costs under control, most vendors first want to determine whether your problem falls outside their area of responsibility.  After all, it's your problem, not theirs...right? Unfortunately this can lead to finger-pointing among vendors while your problem keeps festering. That can get pretty frustrating if your system is down and it's costing you a bundle because your operations are limping along at lower efficiency. 

PSS takes a different approach.  When you call PSS, our first priority is to find a solution to your problem. We figure that's why you hired us.  If it starts to look like the root cause may be related to a part of your infrastructure we don't support directly, that's OK.  We'll pick up the phone and get the relevant vendors involved so you don't get stuck in the middle.  Everyone stays focused on finding the solution you need, and your life gets that much easier. 

Immediate Response

Calls to our support line are answered by trained professionals who can begin helping you immediately.  You don't have to call in to open a ticket, and then have the patience to wait for someone to call you back while your problem keeps festering.  If we determine that we need to be on site to diagnose or solve a problem, we'll be there within four hours.

Comprehensive Coverage

PSS maintenance and support programs give you a single point of problem resolution across your IVR, CTI, and PBX infrastructure.  Our offering includes:

IVR Systems We Support

CTI Systems We Support

PBX Systems We Support

 

The Other 90%

The Other 90% of the Solution Lifecycle

The Other 90 Percent

When you choose a vendor to design and deploy the next new system for your contact center, you'll find that almost everyone is extremely "project-oriented."  They concentrate all of their attention on their ability to successfully deliver the project at hand, assuring you the finished product will be a masterpiece when it's ready to go into live production. 

We think this is myopic.

Think about it.  Only about 10% of a system's lifecycle falls within the project stage: the time between contract signing and system deployment.  Over 90% of a system's lifecycle takes place after the system gets deployed and the "project" is complete.  From an ROI perspective most of the investment happens during that first 10% of the lifecycle, but ALL of the returns come during the other 90%.  How your system performs during "the other 90%" of its lifecycle can make or break your ROI. Calls are live, your reputation is on the line, and you can't afford any downtime. 

At PSS, we don't think the other 90% should be an afterthought.  Unlike "project-centric" professional services organizations, more than half of PSS resources are dedicated to the care and performance of live production systems.   We take the other 90% very seriously, and we've structured our business to be there for you 24x7x365 to make sure you system is functioning properly and optimized to achieve its intended goals. 

 

What to Expect

Support Engagement Process

When you've got a problem in your contact center, let's face it- there are only two things on your mind: Get that problem fixed and get it done right now.  You don't want to worry about what goes on behind the scenes when you call for support.   That's our job.

At PSS we work hard to make sure we consistently provide great service to all of our customers, all of the time.  Of course we're not perfect, but we have a proven system in place that works very well.  We measure everything we can and watch it like a hawk to make sure we keep getting better.  Here's what you can expect from us:

Before you decide

We can provide you with an estimated cost to support your IVR, CTI, or PBX system soon after we gather some information about your systems.  PSS Sales  can walk you through the details, but in general it's not unlike getting a quote for car insurance.  We need to know the type of systems you have, their size, location, an overview of the applications running on them, and an overview of the external systems they're connected to.   In most cases we can turn around a quote within 48 hours based on the information you provide.

If you like what you see, we'll schedule a time to verify the information and make adjustments to the quote if necessary.  It's not that we don't trust you, it's just easy to mis-identify some equipment and we want to make sure everyone's on the same page before we go any further.  This way you can be confident that our quote is accurate and you won't get any last minute surprises. 

Once we get started

Once we have a signed contract, we roll up our sleeves and get to work.  Right away we'll get all the stakeholders together and make sure everyone knows how to report a case to us and what will happen when they do:

We'll review the kind of information that's helpful to have available when you place a call. This will accelerate the process and help us start diagnosing the problem more quickly.

Escalation Process

Next, we'll review our escalation process.  By default we treat every customer case with Level 1 outage priority until we assess the problem and the customer agrees that we can downgrade its severity.   We automatically escalate Level 1 issues as follows:

This aggressive escalation process is triggered by internal procedures-we don't wait for you to complain before we bring customer issues to the attention of senior executive in our company.  Since we don't hesitate to escalate 24x7x365, this keeps us all really focused on resolving our high priority cases as quickly as humanly possible.  One less thing for you to worry about. 

We'll also introduce everyone to the lead support engineer assigned to your system.  This person will become the resident expert on your system, applications, and architecture within PSS.  Your lead support engineer will be responsible for reviewing and verifying the details of everything we support in your environment.  We'll take a full inventory and look at all of the software, hardware, and anything else you consider part of the system.  We'll verify and record into our database the system type, version numbers, operating systems, processor types, and a long list of other details that will come in handy down the road.    We'll also discuss how to get both remote and physical access to your systems so everything's in place for the first service call. 

High Quality of Service

Once we've got everything kicked off properly and you're set up and integrated to our ongoing support processes, there are several things we do to ensure that we assure a high level of service.