One of the world's largest global financial institutions retained PSS to help them transition from legacy IVR systems to next-generation IP-IVR systems in all of their international contact centers.   They selected a VoiceXML-based IVR system from Holly, which natively supports a VoIP/SIP telephony interface.  The customer also selected an industry-dominant gateway vendor to provide connectivity between existing TDM switches and the new IP-IVR.

It became apparent with the very first installation that the dominant gateway vendor did not support E1-Hookflash in their standard product.  The gateway vendor offered to add this feature to its standard product, but only if the customer would agree to a multi-million dollar purchase commitment.  With the customer feeling exploited by a major vendor, PSS demonstrated its ability to respond quickly with FlexxGate.  Within 24 hours, PSS had developed and demonstrated E1-Hookflash support on its FlexxGate Media Gateway.  The customer responded by deploying FlexxGate on three continents to support 100% of their international IP-IVR systems.

A few months after initial deployment, this customer requested support for "ANF-PR," Avaya's ISDN Q.931 "Patch Replacement" on FlexxGate.  This feature allows the switch to take back control of calls after a 2-channel transfer to avoid hairpinng the calls through the FlexxGate and IP-IVR.  PSS was able to provide this feature on FlexxGate in less than 30 days.  As a result of FlexxGate's strong performance in the field, this customer recommended that PSS certify FlexxGate through Avaya's Devconnect program so it could be tested under a broader range of conditions.  FlexxGate passed Devconnect certification with flying colors in early 2007.