Struggling with Dated IVR? PSS Offers Options in Latest Thought Leadership Briefing
August 27, 2012
By Madhubanti Rudra
, TMCnet Contributor
The interactive voice response (IVR) solutions expert PSS announced the release of a new thought leadership briefing, titled, “My IVR System is End-Of-Life, Now What?”
The latest release represents the second in a new series of thought leadership briefings on solutions for maintaining, supporting and enhancing IVR systems that are end of life and no longer supported, according to a press release.
Contradicting the industry’s growth projections, many organizations in the contact center industry are still struggling with their dated IVR systems, at the risk of complete system failure. For enterprises with legacy IVR systems, adding new features to the software to meet changing business needs is a necessity. But IVR system upgrades can be complex, risky and costly. Their older proprietary code is often undocumented and unsupported, making updates risky and testing more complex.
The managers of these companies are actively seeking innovative solutions that can provide support. The platform vendors and resellers, on the other hand, are primarily interested in selling their customers new IVR solutions or upgrades so their support will be minimal at best.
The briefing has been developed for the companies faced with these challenges associated with their dated IVR systems. The briefing summarizes the resources and technology options available to contact center and IT leaders responsible for maintaining, supporting and modifying an end of life IVR system. Recognizing the fact that modifying and updating a legacy IVR system can be very difficult, PSS has created a set of highly specialized contact center solutions for enterprises struggling with this issue.
In the briefing, PSS describes the highly customized IVR solution and specialized software tools the company has developed to address this ongoing problem. The company has been providing the enterprises across the globe with the IVR application development, custom IVR solutions, consulting and support for legacy IVR systems for customer service success.
PSS’s ProPSS and Managed Services options for legacy IVR support is a highly custom IVR application development and support service that is designed to help contact center managers support and maintain their systems until the time is right for a major upgrade.
“PSS can optimize and support both platform and applications until the time comes to move to next generation solutions,” said Glenn Hackemer, PSS executive vice president, in a statement.
With social media and other interactive technologies such as chat, e-mail, blogs, text and other communication channels opening up new customer care touch points, the IVR and the contact center industry have witnessed several key business trends emerging in the recent times, the briefing pointed out. It said that the younger customers are very comfortable with these channels and enterprises will need to respond to this growing demographic. Across all customer segments the expectation for a vastly improved customer experience has also increased.
The briefing emphasizes the need for a well-defined IVR system and holds that despite shifting demographic and technology trends, a well designed IVR system can still provide a very high quality customer experience.
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Edited by Rachel Ramsey