Your IVR can quickly make an impression on your customers. What kind of impression do you want that to be? Our experienced professional services team members have designed, developed, and deployed hundreds of custom IVR applications that help shape the customer experience for enterprises across most major industries.
Our professional services range from simple modifications or tuning of existing applications to complete custom turnkey IVR solutions encompassing applications, platform, and integration to enterprise IT and telephony infrastructure. We use a proven engagement process to make sure we consistently deliver high quality work that meets your technical and business objectives.
All PSS work is backed by our 24x7x365 immediate support. While most of your investment comes in the first 10% of a solution's lifecycle, all of your returns come during the other 90% that occurs when the system goes into service and enters its support & maintenance stage. PSS support programs help ensure that your systems are humming at optimal performance and you're getting the returns you expected. We'll even support systems and applications that we did not deploy, so you can have a single point of resolution across a large part of your call center infrastructure and applications.
Existing Application Improvements & Conversions
You can hire PSS to modify or extend your existing IVR applications no matter who wrote them in the first place. We work with touch tone (DTMF) applications and speech recognition, and we have PhD-level user interface design expertise on staff. Often some performance tuning (user interface or otherwise) can significantly improve the results you get from an existing application for a relatively modest investment in time and money.
We convert a lot of legacy applications to VoiceXML as customers transition to next generation IVR systems. We're particularly skilled at converting PeriPro applications to VoiceXML. Customers generally convert to VoiceXML when there's some additional need that triggers application work- such as the desire to add speech or a significant change or expansion of functionality.
New Application Development
We build most new applications today in industry standard VoiceXML, but we also have plenty of expertise building applications for legacy platforms such as Nortel/Periphonics VPS and MPS systems (We're PeriPro experts), Envox, Intervoice, Edify, or Syntellect.
When we build VoiceXML applications, we make choices so we can align with your IT practices and tools. We write a lot of java and deploy JSP on J2EE web servers, but we have .NET expertise as well. Some customers prefer that we use GUI tools like Genesys Studio, VoiceObjects/Voxeo, or Cisco/Audium.
We find that the most valuable IVR applications are the ones that people actually like to use, so the caller experience is paramount in every application we build. We have PhD-level user interface design expertise on staff, and can build very user-friendly applications whether you prefer speech recognition or touch tone (DTMF) for caller input.
Complete Turnkey Solutions
Many customers prefer to have a single vendor take responsibility for a complete solution: applications, platform, and all integration to external systems. PSS provides turnkey IVR and CTI solutions led by professional project management with large project experience. Our solutions are tailored to your needs and incorporate leading premise or hosted platforms selected to meet your technical requirements and business objectives. We can also deliver turnkey solutions as a managed service so you won't need to dedicate internal resources to ongoing operations after the solution goes live.
Integration to IT infrastructure
Most applications require integration to external data sources or other IT applications in order to conduct transactions or present necessary information to callers. PSS has experience integrating to both legacy and newer IT infrastructure. We can design and build web services for integration within the enterprise SOA environment, and we also have extensive experience with legacy and proprietary interfaces dating back to 3270 screen scraping. Our FlexxBridge transaction server can simplify integrations to legacy systems and ease the transition to SOA-based IVR applications.
Integration to Telephony Infrastructure
PSS can integrate your IVR system to your enterprise PBX, ACD, or directly to network switches and services provided by your carrier. We have expertise in VoIP (SIP, H.323) interoperability as well as TDM (T1, E1) integration to all common switches (e.g. Nortel, Avaya, Siemens/Rolm, Cisco, Rockwell.) Our FlexxGate Media Gateway (link) eases the transition to VoIP for customers with networks that utilize both TDM and VoIP.
Integration to CTI Systems
IVR solutions can be more powerful when combined with CTI. PSS can help you deploy a new CTI solution, or integrate your IVR to an existing one.
