August 31, 2012
PSS Releases IVR Support Briefing for 'End-Of-Life' IVRs
By Rajani Baburajan
IVR solutions provider, PSS has released the second in a series of thought leadership briefings for IVR systems.
The briefing titled “My IVR System is End-Of-Life, Now What?” details the technology tools available to contact center and IT leaders for supporting IVR systems that are end-of-life.
Enterprises with legacy IVR systems constantly need to add new features to the software to meet the changing business needs. However, their older proprietary code is often undocumented and unsupported, making updates risky and testing more complex. The changing customer expectations compound this issue.
PSS addresses this issue. It has developed a set of IVR systems and solutions specifically for companies that have reached the “end-of-life” with their IVR systems over the last years.
“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. “In addition to addressing the technical issues facing these leaders, this thought leadership briefing outlines some of the key business trends in the IVR and the contact center industry.”
Some of these trends, according to Hackemer, are the emergence of social media and technologies such as chat, e-mail, blogs, text and other communication channels that represent new touch points for customer service. Enterprises need to respond to this growing demographic.
Contact centers are seeking innovative solutions to replace obsolete IVR systems that can fail anytime. Major platform vendors and re-sellers are primarily interested in selling their customers new IVR solutions or upgrades so their support will be minimal at best.
PSS briefing outlines the resources and technology options available to contact center and IT leaders who are responsible for maintaining, supporting and modifying an end of life IVR system.
Earlier in July, PSS revealed a briefing on Visual IVR, a fairly new concept that is gaining popularity in contact centers.
Visual IVR systems create a better customer experience. It allows enterprise customers and IT leaders determine which applications are ideally suited for Visual IVR, cost-benefit considerations for enterprises and a range of technical and business topics of interest to CIO’s, IT Leaders and contact center managers.
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Edited by Brooke Neuman