Featured Stories

Ramping Up to Support a Telco's Country-Wide IVR System in Just 21 Days

A large telco in Australia has a country wide deployment of legacy Nortel IVR systems running alongside its next generation Holly VoiceXML IVR systems.  PSS was engaged to support and maintain the older Nortel systems during a multi-year graceful transition of all the legacy applications to the newer Holly platform. 

CTI for State Unemployment Division

The unemployment services division for a large western state wisely foresaw a looming recession and expected a sharp increase in unemployment claims.  This would put significant strain on their call center infrastructure, and they needed to expand capacity and increase efficiency so they could properly serve their constituents.

FlexxGate in the Airline Industry

Two major US-based airlines were in the process of combining their IT infrastructure following a well-publicized merger.  They called on PSS to help them migrate from four different legacy IVR platforms to a single IP-based next-generation VoiceXML platform that could be standardized across all their operations in multiple locations.  The customer selected a Holly IP-IVR, which natively supports a SIP-based VoIP telephony interface. They planned to use existing Cisco gateways and middle-tier routers to perform the necessary conversion from a Rockwell TDM-based telephony switch to VoIP/SIP for the Holly IP-IVR.

FlexxGate Supports Avaya's ISDN Q.931 "Patch Replacement"

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.

FlexxBridge for a Municipal Utility

A municipal utility in the Midwest needed to keep its legacy IVR applications in step with broader SOA initiatives being implemented throughout its IT infrastructure.  Its legacy Nortel IVR platform was aging, but PSS was intimately familiar with the utility's environment having supported the IVR platform and PeriPro applications for years.

Utility CTI Overlay

You don't always have to start from scratch to deploy a CTI solution that meets your needs.  A utility in the southeast had two call center sites, each with two Nortel IVR systems and two Avaya PBX systems.  They used their Avaya Definity PBX systems for all of their call routing, but any time a call was transferred between sites the data associated with the call could not follow it.

Over the top CTI support

A customer who upgraded their CTI environment was having issues communicating with the CTI server. PSS determined that the issue was with the CTI interface code - the driver and/or the C-call library provided by the CTI vendor.