It's Our Problem
For many support issues involving complex systems, you don't immediately know which product or integration point is the source of a problem. To keep support costs under control, most vendors first want to determine whether your problem falls outside their area of responsibility. After all, it's your problem, not theirs...right? Unfortunately this can lead to finger-pointing among vendors while your problem keeps festering. That can get pretty frustrating if your system is down and it's costing you a bundle because your operations are limping along at lower efficiency.
PSS takes a different approach. When you call PSS, our first priority is to find a solution to your problem. We figure that's why you hired us. If it starts to look like the root cause may be related to a part of your infrastructure we don't support directly, that's OK. We'll pick up the phone and get the relevant vendors involved so you don't get stuck in the middle. Everyone stays focused on finding the solution you need, and your life gets that much easier.
Immediate Response
Calls to our support line are answered by trained professionals who can begin helping you immediately. You don't have to call in to open a ticket, and then have the patience to wait for someone to call you back while your problem keeps festering. If we determine that we need to be on site to diagnose or solve a problem, we'll be there within four hours.
Comprehensive Coverage
PSS maintenance and support programs give you a single point of problem resolution across your IVR, CTI, and PBX infrastructure. Our offering includes:
- 24x7x365 live support (engineers, not an answering service)
- Application maintenance (no matter who wrote them)
- Integration to other system components (no matter who glued them together)
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Better than Break-Fix (preventive maintenance and other services)
IVR Systems We Support
- Nortel MPS, Nortel VPS, Nortel VPS/is
- Genesys GVP
- Holly Connects HVP
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Avaya Conversant
CTI Systems We Support
- Genesys Framework, Genesys CIM
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Nortel Symposium, Nortel CCT
PBX Systems We Support
- Nortel Meridian, Nortel BCM
- Avaya Definity
- Siemens/Rolm
- Cisco
