PSS Help http://www.psshelp.com Improve Customer Interactions Thu, 08 Dec 2016 10:09:08 +0000 en-US hourly 1 https://wordpress.org/?v=4.7.6 Systems Administrator, Linux – Omaha, Nebraska http://www.psshelp.com/systems-administrator-linux-omaha-nebraska-2/ Tue, 10 May 2016 12:37:08 +0000 http://www.psshelp.com/?p=17512 Based in: Omaha, Nebraska

Department: IT

Reporting to: Director of Technology, Secure Payments (US)

PSS’s parent company Eckoh, is the global leader in secure payment products and customer contact solutions, supporting an international client base from its offices in the UK, US and Australia. Our large portfolio of clients come from a broad range of vertical markets and include government, telecoms, retailers, utilities, healthcare and financial services organizations among others. Eckoh has come to the US market with an urgency to help American businesses combat the overwhelming epidemic of credit card breaches plaguing US consumers. We are experts in security and combating payment fraud.

Role

We are looking for a polished professional individual with ample experience in managing Linux systems utilizing the LAMP stack and desires an invigorating and growing work environment.

Key to the role is a personal desire to expand knowledge within the Linux and networking areas. Bringing existing skills to meet immediate needs working securely in a 24×7 production environment where we target 100% availability.

This role is based on a broad range of technologies and therefore provides an exciting opportunity to leverage existing and learn new skills. You will need excellent problem solving, and an analytical approach, along with exceptional communication, administration and organizational skills.

Eckoh is a PCI Level 1 Service Provider and as such experience in security management will be an advantage.

Key functional responsibilities:

  • Day to day remote maintenance of Linux servers.
  • Server builds to pre-defined standards.
  • Set up and use/build/administer monitoring tools where required.
  • Backup scheduling and testing.
  • Other technical duties within the department as required, based on candidate skill set (Cisco networking and/or Java scripting a plus)

Your Skills and Knowledge

  • Approachable, adaptable, and affable characteristics are a must for our company culture!
  • Knowledge with managing Linux distributions.
  • Good problem analysis and solving skills.
  • Must work well in team settings, and independently.
  • Excellent working practices with a strong security awareness.
  • Excellent communications skills.

Package
Excellent opportunity for the right individuals to really make their mark in a leading provider of hosted and onsite secure payment solutions.

This is a salary-based role. Additional incentives are offered including one-time bonuses per performance cycle. Full benefits package; including medical, dental, vision, life insurance, short and long term disability, 401(k) plan, PTO and a company discounts program for certain products and services.

To apply for this role, please send us an email with your CV and cover letter to Linux_job@psshelp.com

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Is Your Contact Center Toolkit Fit for Purpose? http://www.psshelp.com/contactcenterstoolkits/ Tue, 19 Jan 2016 13:33:26 +0000 http://www.psshelp.com/?p=16825 Contact Centers are like toolkits. They contain the tools the business needs.  That seems obvious in a way, and it kind of makes sense.

Toolkits, however, usually contain tools you needed once but will probably never use again, tools you use every day, tools you thought you had to have, and some things that aren’t really tools but have somehow grown organically in the gaps.

Contact Centers Are the Same

Most tradesmen’s toolkits are not brand-new, shiny designer cases where everything matches. Maybe some of the original tools broke and had to be replaced. Maybe some tools were inherited from a relative or friend. And of course tools are constantly improving, so maybe some new ones have been added over the years.

Most contact centers are the same – they’ve acquired different tools at different times, inherited or carefully chosen, with a mix-and-match approach to cover all the business needs in an efficient way.

And that makes sense too, because not all Contact Centers tools are equal. You don’t just choose a supplier and buy every tool they have. Take Cisco tools, for instance. Great networking, great telephony. Not so hot on call routing, multi-media, outbound campaign management and a few other things.

One Tool to Fit All Jobs

Typical Contact Centers have a mix of suppliers to meet its needs. The inbound and outbound solutions might be provided by different companies. A third provider might have been selected for social media software. This is all still perfectly OK.

Until you try to join all these solutions together, that is. Until you want to present different solutions to a single multi-skilled agent, or handle all contact centers channels on a single screen, or create a single interface for your core agents, home-workers, outsourcers, back-office teams and managers to access the same customer information. Then it’s as though your toolkit is full of invisible walls surrounding each supplier’s products, and you just can’t break down those walls to get maximum benefit from all your tools for any task.

Cisco Contact Centers tools don’t generally integrate with Avaya or Aspect or Genesys tools, and vice versa. Why would they, to be blunt? Each of these suppliers wants to make it easy for you to use more of their tools, and correspondingly difficult to use someone else’s. It may seem crazy to bring yet another supplier into the mix to solve this problem, but the reality is that it takes an independent product to integrate with all the main contact centers suppliers

Good News for Contact Centers

The good news is that these independent products, such as the PSS Coral Active Desktop, are specifically designed to integrate with any toolkit and bring multiple tools together through a single interface. Independent suppliers are used to tailoring their products to multi-vendor environments, whether that means more than one telephony switch or many custom back-end data systems.

Coral is a great example. It is essentially a presentation layer, completely standards-based, completely browser-based, allowing agents to use any tool or any contact channel through a single intuitive browser interface. Coral integrates with all the major contact centre suppliers, and can also work with legacy CRM and back-office systems. Because it only needs a browser, Coral functionality can be delivered to remote workers or outsourced agents on any device, anywhere, and is as easy to use as your favourite smartphone apps.

With proven deployments of many tens of thousands of agents, and all the presentation capability of today’s web interfaces, we haven’t found a contact centre that was too big or too complex for Coral so far. So if you have a complex multi-vendor toolkit, and you want to open it up to a large number of agents or other workers wherever they may be, PSS Coral Active Desktop could provide the solution you need. It will even grow organically.

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Contact Us for more information

If you would like more information about our solutions for this market segment or would like to discuss how your organization can benefit from PSS Services contact us for a FREE no obligation consultation by emailing us at info@psshelp.com

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PCI: Don’t Throw the Baby Out With the Bathwater http://www.psshelp.com/pci/ Tue, 08 Dec 2015 16:05:40 +0000 http://www.psshelp.com/?p=16446 PCI DSS compliance is a concern for any call center taking payments. It may even be a driver to upgrade or replace recording solutions or even the entire contact center software, an expensive and risky project, which still leaves large areas of the contact center in scope for PCI. Fortunately, there is now a watertight solution which boxes off your all your contact center compliance worries.

PCI: Throwing the Baby Out with the Bathwater

With Version 3.1 of the PCI DSS requirements now in force, anyone taking payments must be careful to meet the new standard. Contact Centers are now obliged to be proactive in remaining PCI compliant, securing payment data and showing that their processes do not leak data. This can be hard to achieve with systems which were not designed with stringent security in mind, and which may no longer be patched or supported. But don’t throw the baby out with the bathwater – PSS can take away the PCI-DSS compliance pain, and keep your contact center solution intact.

Keep Payment Data Out of Your Contact Center

CallGuard provides a flexible and totally secure way to keep sensitive payment data out of your contact center. The concept is simple: any payment calls go through CallGuard, which is certified to the highest levels of PCI-DSS compliance. CallGuard, provides various flexible options to meet your PCI needs, whether it’s removing just your agents, screens or call recordings from scope, or your entire contact center.

It can be deployed on-site or on a hosted platform, and use DTMF blocking, or tokenisation technology. Whatever you need to keep card data out of your environment and to adhere to PCI compliance, we have it covered.

Take the Responsibility Off Your Agents Shoulders

If you currently use segmentation or clean rooms to tackle PCI compliance in the call center, then you are placing all your security responsibility in the hands of the agent. Even pause and resume techniques, don’t fully de-scope the contact center from card data.

CallGuard ensures that your card data is never exposed to hackers or rogue insiders that may want to steal data. In the simplest case, CallGuard can minimise risk by securing agents, agents’ screens, and call recordings. As long as there are measures in place to secure the other aspects of the call center that come into contact with card data (desktops, LANs, telephony systems, networks, etc.) are secured by other means, this may fulfil your requirements.

If you need a full de-scoping solution, then CallGuard can prevent all card data from ever entering your contact center environment, taking the entire contact center systems, processes and network out of scope for PCI DSS

We Take the Risk, You Take the Credit

Even if you want to secure everything but your telephony systems, we have an option that will do just that. And assuming you have a method to secure your telephony, your PCI requirements are all sewn up.

We take the risk, and the pain of PCI certification and audits. You just take the credit.

PCI: Contact Us for more information;

If you’d like to chat about any challenges you face regarding PCI compliance,  contact us on:

Click edit button to change this text.

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Global Communication Giant Selects Latest Agent Desktop to Service Customers http://www.psshelp.com/agent-desktop-solution-implementation/ Tue, 24 Nov 2015 10:30:55 +0000 http://www.psshelp.com/?p=16085 PSS Help – an Eckoh company, announces that it has been selected by a major North American global communications company to provide its Agent Desktop solution.

The multi-year Agent Desktop solutions contract, worth a minimum of $2m over the term, is the first contract to be announced since PSS Help was acquired by Eckoh on 18th November 2015.

The Client for whom PSS is providing an Agent Desktop solution, is a leading provider of Internet, TV and Voice channels serving residential, business and government customers across the United States. It is included on the Fortune 500 list of America’s largest corporations.

PSS will be implementing and supporting a browser-based Agent Desktop solution that requires no software installed on the desktop, enabling corporations to deploy large projects and new features instantaneously. It provides full telephony and multi-media presentation functionality across a range of telephony and CTI platforms such as Genesys, Avaya, Cisco and Aspect.

The flexibility of PSS’s Agent Desktop solution was a major attraction for the Client. It allows them to customise each agent group in a true multi-tenant environment, applying different toolsets, layouts, styles and security on their Agent Desktop. It’s scalable to many thousands of users, quick to deploy, simple to maintain and easy to change. As a consequence the Client will benefit from large operational cost savings when it is installed across thousands of agent desktops.

Todd Funk, President and CEO of PSS Help said:

“One of the major reasons large service providers are choosing our Agent Desktop solution is that it integrates with CTI, ACD and CRM products from multiple vendors to deliver a simple, highly flexible, yet powerful single presentation layer across the contact center and beyond. We look forward to helping to get more and more customers on to this new platform, which will give agents and back-office staff the ability to integrate all customer contacts, with instant access to customer information.”

Nik Philpot, CEO of Eckoh said:

“I’m delighted to announce the first contract to be won through our new business PSS Help, which clearly validates our strategic decision to acquire the company. It is particularly pleasing to note that the contract is a significant one in value and length as well as the profile of the Client, and it illustrates perfectly the type of product sale that we increasingly expect to secure through our PSS channel. PSS has now sold this market-leading product into large organisations in the US, UK and Australia; giving us an excellent platform on which to secure further sales.”

About PSS Help

PSS Help, an Eckoh Company, is a specialist systems Integrator and IVR solution provider that helps improve customer interactions. From legacy support through transition of existing architecture and innovation with the design and deployment of new solutions.

With competencies around Genesys, Aspect, Avaya, Cisco and other major contact center technologies, PSS Help delivers complete customer interactions and experiences to supporting contact center platforms and applications for service providers, telecos, healthcare, financial services, utilities, government, transport and travel markets.

PSS Help serves 150 clients in 19 countries and supports thousands of sites across the globe through offices in Chicago, New York and Dublin (CA), and international offices in Coventry, Sydney, and Singapore.

About Eckoh

Eckoh is a global provider of secure payment and customer contact solutions, working with organisations in over 10 countries around the world.

Our range of secure payment products removes customer card data from contact centres and IT environments. They are designed to help merchants reduce the risk of fraud and become compliant with the Payment Card Industry Data Security Standards (PCI DSS). Eckoh’s CallGuard product can be deployed on the customer’s site or hosted in the Cloud. It allows contact centres to take card payments from customers without their agents seeing, hearing or accessing card data in any way. We have been a PCI DSS Level One accredited Service Provider since 2010 and we currently process over $1 billion in card payments annually.

Eckoh’s customer service solutions enable payments, transactions and enquiries to be processed without the caller needing to talk to a contact centre agent. This significantly reduces our clients’ costs, whilst freeing up their agents to deal with more complex enquiries. These solutions are delivered over the phone, web and mobile devices. Eckoh is the largest provider of such hosted services in the UK.

For more information, visit: www.eckoh.com

For more information contact

Tony Porter Chief Marketing and Sales Officer of PSS email

Visit website at www.psshelp.com

 

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PSS Become Part of Eckoh Group http://www.psshelp.com/pss-become-part-of-eckoh-group/ Wed, 18 Nov 2015 08:57:14 +0000 http://www.psshelp.com/?p=16044 PSS Help, the leading contact center third party support company, is pleased to announce its acquisition by Eckoh, the global provider of secure payment and multi-channel customer service solutions.

To Accelerate Growth and Support International Expansion

The acquisition will support Eckoh’s continued expansion in the US where PSS has a significant presence, and further scale Eckoh’s business in the UK as well as other international marketplaces, notably Australia. It will also bring additional products and services, which can be cross-sold into the enlarged customer base.

Eckoh’s strategy has been to provide a range of technology solutions that facilitate as much of consumers’ engagement and journey, using their channel of choice, from initial contact through to their interaction with a contact center agent (if this is required). PSS Help’s product set and partnerships will enable Eckoh to begin to extend the reach of its solutions to the desktop of the agent and to the actual infrastructure underpinning this. This will serve to increase client value and assist with retention.

The acquisition of PSS is in line with Eckoh’s strategy to become a dominant provider of secure payments products and customer service solutions for contact centers, primarily in the US and UK markets, through organic growth, partnership and acquisition.

To read the official press release click here

Contact Us For More Information

If you’d like to ask about anything relating to this acquisition or any of our products and services contact us on:

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Legacy Systems…..What Should You Do with Them? http://www.psshelp.com/what-should-you-do-with-your-legacy-systems/ Wed, 11 Nov 2015 11:55:18 +0000 http://www.psshelp.com/?p=15968 Almost every business has legacy systems. It’s not a bad idea extending its life, sweating your assets, but it can also be a headache because managing legacy systems requires specialist knowledge. That knowledge may not be available from the original vendor, and it may not be easy to retain the knowledge within your own organisation.

Legacy Systems: To Keep or Not to Keep?

Legacy Systems means anything handed down from previous times. With the speed of change in technology today, almost everything becomes legacy very quickly. In IT, at least according to Google, legacy systems have taken on a more specialized meaning: “software or hardware that has been superseded but is difficult to replace because of its wide use”. So the first question to ask is, do you want to replace this technology?

There are many reasons for keeping legacy systems. It could be that replacing the technology is not a priority, or is simply too expensive. It is often the case that replacement would be complex and painful – the technology has been optimized, customized, extended over several years, and all that investment in configuration and applications and processes would be lost. And it may even be impossible to find an exact replacement. At PSS, we believe in helping businesses to keep legacy systems which are doing a good job, at least until an adequate replacement can be found and the transition can be properly planned and managed.

On the other hand, there are many reasons for not keeping legacy systems. In some cases it simply is no longer required: public telephone boxes are a good example, although even some of those still have a use. But more often the reason for not keeping legacy systems is a business or financial pressure.

Running, Standing Still

The pace of business change means that legacy systems may not meet the needs of your business any more. A telephony solution which cannot also handle online transactions, SMS and emails, for example, may not be good enough for today’s retail industry. Compliance and regulation may demand levels of security which are not provided by legacy systems. Most common of all, the solution vendors may no longer provide updates and fixes for older technology, or may simply charge unreasonable amounts to continue support. While these may be valid reasons for moving away from legacy solutions, they do not justify a knee-jerk reaction or a hasty decision to replace or upgrade a solution which is currently working well.

There are many options to upgrade, support, and gracefully retire legacy equipment, even when vendor support is no longer available. PSS can provide 3rd party support for a wide range of contact center systems, keeping them operational until you are ready to transition, or indefinitely in some cases. We can advise you on what to keep and what to replace, and help you understand what to look for in a new solution. If and when you do decide to move away from your legacy technology, we can also provide transition and decommissioning services.

Living with Legacy

There are three key pillars to business operations with any technology, and legacy systems must be underpinned by all three. The first is support: if your vendor cannot or will not provide adequate support at an affordable price, then consider 3rd party support for as long as you need to maintain your solutions. This is the foundation of PSS business, and we have been supporting some of the world’s best known brands for well over a decade, delivering exceptional quality and performance.

The second pillar is change. No business stands still, and you need to be able to manage change as part of business as usual. Whether it’s new applications, integration to other systems, hardware and software upgrades, or physical relocation of systems, PSS has seen it all and done it all for legacy solutions. We can provide the necessary specialist knowledge, and deliver targeted resources or a full managed service across contact center technologies. There may be limits to how far we can push the legacy envelope, but we will explore those limits for you.

The third pillar, increasingly important in most contact centers, is compliance. With decades of experience in financial services, local and national government, healthcare and emergency services, PSS is familiar with global compliance regulations and has worked to deliver compliant solutions for large and small organizations. Our expertise in legacy solutions is unmatched, and we can also offer new technologies to monitor and assure compliance across any technology.

PSS aims to give your business the confidence to live with its legacy systems for as long as they meet your needs.

Leaving the Legacy Behind

Nothing lasts for ever. Even if you decide to keep your legacy technology indefinitely, you should always have an exit plan. The time will come when there is a compelling reason to change, either because your needs have changed or because you have found a better way to meet them.

As veterans of many transitions to new technology, PSS can help you define your requirements, verify that your new solution meets them, and plan your move from the old world to the new. We can provide services to bridge the gap while you are in transition, whether keeping your legacy systems running or porting your applications to the new environment. When the time comes to turn off the lights on the legacy solution, PSS can offer a trusted, efficient and fully compliant decommissioning service.

You may shed a tear for your old familiar systems, but you should never regret the move. If you have taken the time to choose a replacement carefully, planned the transition, and tested everything before turning off your legacy technology, you should have no need to look back. Fix your eyes on the future, move away from your legacy when you are ready, but do it at your own speed with the help of PSS.

To find out how PSS can help you with legacy and transition:

Third Party support – A very different option click here

7 steps to a successful transition click here

Bridging the gap –How migration can end in tears click here

Contact Us

For advice on how to move forward and whether to leave your legacy equipment behind, contact us on;

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Contact Center Migration: Help! Aliens have taken over! http://www.psshelp.com/contact-center-migration/ Tue, 22 Sep 2015 08:38:09 +0000 http://rev2.psshelp.com/?p=13231 Contact Center Migration

Ever seen the cult movie Invasion of the Bodysnatchers?  The film’s heroes discover that humans are being taken over … one-by-one … by aliens. Their friends look exactly the same as before. But now they behave very differently. And if you’re about to perform a contact center migration then there’s an important parallel here for you – about unforeseen changes in behavior.

People are Strange, When You’re a Stranger…..

Firstly, when we talk about changes in behavior in this blog, we don’t mean the people working around you changing … like someone suddenly deciding to travel to work by unicycle or supporting Tottenham Hotspur.  People may act strangely for all sorts of reasons. It’s not for us to judge – or to suggest remedies, however tempting that might be.

We’re talking about unforeseen changes to your business-critical contact center migration applications.

The story starts when you’re looking forward to upgrading or performing a contact center migration i.e. moving to a new solution, merging two technology stacks or transitioning to the cloud. In theory, the contact center migration shouldn’t harm your much-loved applications. But in reality, it can happen. And if it does …

Contact Center Migration; Your Applications Are Never Quite the Same Again

After your contact center migration- even if your new platform is commissioned successfully-your applications may fail to migrate smoothly, though this isn’t obvious straight away. Going back to our movie-type analogy, it’s usually the pets that first notice something is wrong. It doesn’t smell right.

With your applications, your users will probably be first to sense something, then their managers, then everyone IT, and maybe the customer services team. If things are really grim, customers will start to notice too.

After your contact center migration, problems typically occur in critical application behavior and functionality – those important, sometimes hard-to-quantify nuances that fitted your organization so snugly before, protecting the customer experience you’d built up over years.

Suddenly, controls and features have either vanished completely, fail to work as expected, and even trigger a series of other problems. The trouble is, no-one can precisely recall how every detail worked previously, because proper documentation was never kept updated. And the people who knew how it all functioned may have left years ago. That means that restoring your application to how it should be is virtually impossible.

Contact Center Migrations Can Have a Much Happier Ending

In the Bodysnatchers movie and all its clones, things usually end very badly. Civilization is destroyed. But it doesn’t have to be this way with your call center applications. You can prevent the ‘aliens’ from wrecking what you love – by relying on some friendly, trustworthy humans.

Solutions and integration specialist PSS has just published an e-guide called Contact Center Application Migration: Ensure your business-critical applications make the journey intact.

The guide explains how it’s possible to achieve a seamless migration involving any combination of application, vendor, and version – old and new. An independent, third-party provider like PSS can bypass tricky proprietary obstacles and make the process seem effortless.

PSS can provide the vital specialist services and resources in key areas such as blueprinting your application with testing and documentation before you migrate. Then there are some smart tools and techniques for automated conversion, integration and testing.

As a result, you can avoid that ‘fingers-crossed’ approach when you first login to your application, post-migration. Everything will look, taste, feel, smell and behave like it should!

Here’s another link to your free copy of the e-guide.

Contact Us for more information

If you’d like to chat about any challenges you face or more about our support services contact us on:

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Agent Desktop – How A Unified Solution Can Help You http://www.psshelp.com/agent-desktop/ Thu, 10 Sep 2015 11:21:15 +0000 http://www.psshelp.com/?p=13810 Desktop tool sets used to be highly customized, built to order, difficult to change and slow to evolve. They were tailored to the needs of a particular business, a particular group of users, and the unique set of back-end processes and applications which were used in that business. But that’s all changed.

Agent Desktop: Unified to Meet Your Needs

We are now seeing a trend towards a single desktop solution which is accelerating among cloud services companies, hosting providers and large enterprises. Everyone now seems to want a unified agent desktop across the enterprise – contact centre agents, back-office staff, managers and analysts. What’s more, it doesn’t seem to matter what your business is – the same unified agent desktop can now be quickly customized to meet your needs from the cloud, via a web portal, or on premise.

Dramatic Changes in Software 

Business requirements and technological advances have converged to produce a dramatic change in the way software tools are delivered to users. Let’s start with the business driver. Software is moving to the cloud, or to hosted data centres (private clouds), and the big companies that used to sell software (Microsoft, Apple, Amazon, IBM, as well as communications companies such as Vodafone or West) are now renting software as a service. They need a model to deliver that software to thousands of users in a controlled way. The model needs to be quick to deploy and change, re-usable across multiple customers, and flexible enough to cope with different customer requirements such as integration with enterprise data systems.

Millenial Technology

At the same time, the rise of smartphones and multimedia communication has produced a generation of browser-based applications which allow rapid configuration and personalization (eBay, iTunes) and which manage content from almost any external system (Facebook, SalesForce, Pinterest). Everyone knows how to use a web browser, and every type of data can now be securely delivered in dynamically-updated HTML5 pages. So why not do everything in the browser, and avoid the need to open any other applications?

By connecting each user’s browser to a hosted web server via a secure connection, the same hosted software can be used to serve any number of users in multiple enterprises. What each user sees, both in terms of branding and functionality, can be configured quickly and easily. Connectivity is fast enough that there is no delay, whether data is coming from the cloud or from a local web service. Changes are made centrally, with no need to administer software on thousands of individual desks. In fact, you don’t even need a desk: the same browser-based experience can be provided on a tablet, a smartphone, or a TV set.

Innovation Across the Network 

Coral Active Agent Desktop from PSS is a new zero-client desktop technology which is gaining ground in large enterprises and hosting providers. Others will surely follow. The most interesting thing about Coral Agent Desktop is the way it has revolutionized business models and user experience, becoming an enabler for innovation right across the enterprise.

Find Out More About Agent Desktop

If you would like to know more about how Coral Active is revolutionising agent performance, or you have any questions about how a  unified agent desktop solution could help your business then feel free to contact PSSHelp on;

Call US: 877 289 7770

Call UK: 0800 012 4054

Email: info@psshelp.com

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Application Migration: Bridge the Gap or Your Treasured Apps Will Disappear http://www.psshelp.com/application-migration-bridge-the-gap/ Tue, 08 Sep 2015 13:58:29 +0000 http://rev2.psshelp.com/?p=12788 When you next move house, imagine something bizarre happens; CDs play backwards, the TV changes channels every five seconds, and your family photo albums are mysteriously blank. This sounds like a goofy B-movie. But there’s an eerie parallel that can happen when you move to a new contact center platform or solution or try for an application migration

Change is Exciting

There’s always an air of optimism when companies upgrade their contact center platform, move to a new solution, merge two technology stacks or transition to the cloud.

You’ve outgrown what you owned before. And now there’s a real chance to thrive in a new environment that fits your needs today. It’s been expensive, of course. But everyone feels positive and is raring to go.

But the problems can start when you try to unpack and reassemble familiar possessions that will complete your new world … important things, like your much-loved applications.

The Full Horror Becomes Evident

After your application migration, you need them all working immediately in the new environment. But they behave strangely. Key controls and features have either vanished completely, fail to work as expected, or even trigger a series of other problems.

It’s as if all that critical application behavior and functionality has fallen between the cracks during the move. Those hard-to-quantify nuances you’d delicately tuned over many years … that fitted your organization so snugly before and protected the customer experience … have vanished.

The trouble is, no-one can precisely recall how every detail worked previously, because proper documentation was never kept updated. And the people who knew how it all functioned may have left years ago. Restoring your application to how it should be is virtually impossible.

Bridge the Gap – Before you Lose Your Valuables (and Your Marbles)

Now it’s possible to perform an application but avoid this scenario, keeping all your application assets – and your sanity.

Solutions and integration specialist PSS has just published an e-guide that tackles this specific issue. It’s called Contact Center Application Migration: Ensure your business-critical applications make the journey intact.

 The guide explains how it’s possible to achieve a seamless application migration involving any combination of application, vendor, and version – old and new. An independent, third-party provider like PSS can bridge the gap, so everything migrates in one piece. They can bypass tricky proprietary obstacles and make the process seem effortless.

Here’s another link to your free copy of the e-guide.

How PSS Can Help

We can provide the vital specialist services and resources in key areas such as blueprinting your application with testing and documentation before you  perform an application migration. Then there are some smart tools and techniques for automated conversion, integration and testing.

As a result, your familiar, much-loved applications will work just as well in your new environment, so you get the best of all worlds.

Contact us to find out more about how to perform a seamless application migration 

US call: 877 289 7770

UK call: 0800 012 4054

Email: info@psshelp.com

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SIP Services Using Voip http://www.psshelp.com/sip-services-using-voip/ Sat, 05 Sep 2015 13:33:43 +0000 http://www.psshelp.com/?p=15640 Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center.

VOIP

Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to a SIP service usingVoice over IP (VoIP). VoIP delivers significantly lower recurring costs and is a key enabler of contact center virtu­alization, allowing agents to work anywhere they have IP network access, including at home and while mobile.

VoIP is also the critical first step toward truly comprehen­sive IP-based interactive communications – presence-enabled audio and videocon­ferencing, chat/instant messaging (IM), multimedia collaboration and communica­tions-enabled business applications. Many contact centers are adding these services SIP services using VoIP as integrated suites of applications referred to as Unified Communications (UC).

SIP trunking is voice over IP itself. It uses a SIP signal, but instead of using one SIP service, the VoIP provider is providing many others. SIP also enables a universal approach that spans enterprise, service provider, wired and wireless networks. New channels of communication ensure problems are solved and decisions are made immediately. Impressive SIP capabilities simplify dynamic response using any device to open limitless communication avenues and drive first contact resolution by drawing on expertise across your organization.

SIP (Session Initiation Protocol) is helping contact centers to transform the way they communicate by providing an affordable, reliable, and simple alternative to the desk phone.   Download the Acme Packet Session Border Control In The Contact Center guide now.

Telcos and carriers have widely adopted this new SIP service technology but the same can’t be said of the enterprise.

Why is it More Difficult to Implement Than you Would Imagine?

The challenge is that the implementation of a complete SIP service infrastructure is a completely new way of doing things and is a fundamental change for the business to make. There has to be a leap of faith to spend the initial investment and “hope” that it will deliver the well documented but potentially less concrete returns on investment.

Many organizations are well set-up to simply and solely resell SIP trunks and their associated infrastructure components, but few are able to deliver the complete end to end solution and provide ongoing support and optimization of the performance.

To really get the benefits of this technology you need someone with expertise who consult, develop, implement and support SIP service solutions using VoIP across the enterprise, not just focussing solely on the implementation and delivery but also on long term functionality and optimization which is exactly what we do here at PSS.

Contact us to discover how our SIP service using VoIP could help you take advantage of these benefits.

SIP Services using VoIP: What Benefits Are There?

The Demand to Keep Costs Down

  • Do more with less
  • Simplify Network Architecture
  • Reduce Operating Costs

The Demand to Provide New Communications Services Quickly

  • Deliver new applications and services via IP
  • Provide a competitive edge
  • Increased Productivity
  • Do it with less money
  • Utilizing unified communications such as audio and video conferencing, and video streaming

SIP Session Management Allows Enterprises to:

  • Decrease the cost of infrastructure and network management
  • Provide per-session control to increase operational flexibility of the network
  • Globally manage security and compliance for communications services
  • Provide a competitive edge using enhanced customer communications and business analytics
  • Increase worker productivity by deploying new communications quickly

Delivered correctly SIP  using VoIP service solutions will:

  • Lower telecom costs by 30-70%
  • Consolidate trunks
  • Centralize infrastructure
  • On-net calling (end-to-end IP)
  • Foundation for UC&C
  • Application integration
  • Business continuity
  • Source alternative providers

Contact Us For More Information

About our solutions or would like to discuss how your organization can benefit from deploying SIP.

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