OVERVIEW. Are You Frustrated With Your Support? Understanding the Options. There is a real alternative from PSS

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1 OVERVIEW THIRD PARTY SUPPORT - THE VERY DIFFERENT OPTION Are You Frustrated With Your Support? Surprised by spiraling maintenance & support costs? Pushed into going to the next version? Being told by the vendor Upgrading is the only option? Not getting the level of service or response you once did? Having to consider a complete fork lift replacement that the business cannot afford? There is a real alternative from PSS Support solutions for all kinds of infrastructure are one of the largest parts of the PSS business today. From managing legacy IVR s and contact center technologies to complete outsourced managed services, support will always be at the heart what we do. Understanding the Options If these challenges are ones you are facing, then it may seem that you are being pushed into a corner where upgrade or refresh are your only viable options. However third party support does provide a very different option. In general it s cheaper, and provides better service because many manufacturers can t compete with the economies of scale. Many manufacturers focus on the sale of new licenses or releases. They are making platforms end of life, removing IVR support or asking for significant investment in new or refreshed hardware or software releases. Whilst manufacturers are focused on generating revenue to recoup their investment in the latest generation of technology, businesses are focused on maximizing the return on investment in order to divert money to the explosion of new channels like social media. It makes sense to continue utilizing your existing platform for as long as possible making changes when your business dictates, not when the manufacturer does.

2 The New Value of Legacy Systems Because of the large number of new challenges facing IT, legacy systems that are stable and well supported have become much more valuable over the last two years. With the impact of a range of new channels and internal innovation such as big data, geo locations, mobile money, etc., IT budgets will need to stretch further, simply to keep up with consumer led innovation. This new focus may consume a large amount of budget, and this means that any stable system that requires little investment will have an increasing value that goes against traditional metrics on ROI. Extending the life of a useful platform will free up expenditure to invest in money saving innovations such as chat for the call center, graphical routing for smart phones and a more user friendly agent desktop. For those with compliance issues the requirement to record voice and other new channels requires investment as well. Research suggests that keeping a stable platform working for an extra couple of years is an IT strategy that many organizations are currently executing. Platforms PSS is unique in being able to expertly provide support for all contact center technologies with large specially trained teams in: Desktop IVR Recording Speech Applications Monitoring Multi Channel CIM/CTI Platforms Vendors such as Avaya, Nortel, Aspect, Genesys, Intervoice, Convergys and Tier Applications Whether developed in house, written by the vendor or by a third party The PSS Roadmap Helping you build a path to the future Innovation Providing insight and understanding of what innovation means - Helping deliver market-winning differentiation. Transition Reducing the revenue and reputation risks to do Business As Usual - Keeping the lights on during periods of significant change. Legacy Keeping legacy platforms and applications running until you decide it is time for transition. PSS has developed a number of products to assist with legacy support and transition projects, including hardware and software to manage telephony connections and backend integration: FlexxGate is an appliance, which translates between all major telephony protocols, allowing customers to mix TDM and SIP telephony, and efficiently manage communications between different platforms. FlexxBridge is a unified interface to back-end services. This PSS middleware layer bridges the gap between legacy integration and newer SOA services. ntelligence is an end to end testing and monitoring platform that sits on top of existing monitoring solutions and provides visibility of performance against business targets

3 The ProPSS Offer We focus on ensuring the overall solution is meeting the goals of the business, as well as keeping the specific platform working - taking responsibility for ensuring the positive outcome of any fault resolution across all related suppliers. It only takes a single call to engage a PSS engineer who will stay engaged until the problem is resolved. We manage 3rd party API/integration points and ensure the best unique resolution for your business and not on just closing tickets. Extended ROI We will work with you to maximize your existing infrastructures full potential! Increase Reliability / Uptime ProPSS Support monitors systems 24/7/365 covering hardware and software, applications, customer experience (inbound/ outbound heartbeat monitoring) Optimize the Experience Systems and Application tuning along with continuous performance evaluation and improvement Moves, Adds and Changes To Environment, Applications and Systems O/S and Software Updates Patching, testing and deployment Immediate Remote Diagnosis Diagnosis of problems and dispatch of Onsite resources to fix those issues that require hands on! Proactive Maintenance Enhancements for continued optimization of systems and application performance PSS FlexxView Monitoring & Alerting product allows proactive real time monitoring of systems under contract with PSS. Heartbeat Monitoring Calls into your environment, just like a customer, multiple times per hour to ensure all systems are functioning endto-end to deliver the best Customer Experience. Full Application Support For break/fix scenarios as well as Preferred Pricing and Scheduling for new Application / PSO projects. Regular Detailed Reports Based on system performance, trouble tickets opened and closed. Data that gives real and vital information on how systems are performing along with recommendations on ways to increase performance, uptime and utilization all leading to a better Customer Experience! Quarterly Reviews Onsite Allow YOU, YOUR Business and PSS the opportunity to work together to make sure current and future expectations are met! Management Information Improving business reporting such as capacity management, call containment, proper call routing, first call resolution, etc We believe that reducing risk, saving time and cutting cost is how we help our customers increase the value of their customer relationships

4 Premium Support is Standard at PSS Feature PSS Support Alternatives Availability Location First point of contact Engineer Service Level Installation and Upgrade Preventative Maintenance Back up of System Port Optimisation and Capacity Review Heartbeat Monitoring Application Support Patch & Version Control PCI / Security Advice Quarterly Review Meeting Response Time Engineer to Site Online Intranet Access Primary / Sec Engineer allocated Spare Parts On Site Spares Multi Channel CTI/ Data Base API Integration Point Support Traditional or VoIP-SIP Voice Protocall API Integration Point Support 24 x 7 x 365 Follow the Sun Support Manned phone answered by an engineer Trained employee with minimum of 7 years industry experience Full Fix Simple Moves Adds Changes and Vocabulary 8am -5pm Once per year Max 30 minutes Inside 4 hours Fault Report / Response Status Held by engineer to select the right component For some if required 24 5 Static Paged outsourced or answered by non-technical call centre Outsourced Engineer Best Efforts Break/Fix only At Additional Cost Unspecified and Uncommitted Next business day Shipped to meet expected engineer needs At extra cost IVR software only PSS is an independent provider focused on delivering a Gold Standard of service to keep our customers happy. Third party support really is better for less and allows you to focus on the rest of your challenges. In 10 years NO ONE that has come to PSS for support has EVER gone back to their original provider.

5 The PSS Difference We have two primary areas of focus when dealing with our customers: 1 Being easy to do business with: Making support easier with good communication Delivering on deadlines Understanding the role of other technologies within the customer experience. Because PSS is one of the worlds largest independent support organizations we are able to ensure that all of the components work together rather than just a narrow focus on our own product. Being Trusted - We know one of our most vital business drivers is the trust that customers place in us. Everybody from the CEO to the newest trainee in the business understands that trust is earned everyday with every customer interaction we have. Personal Service - No two customers are the same. We treat every customer as the unique customer they truly are customizing our services to fit our customers unique needs. Each customer configuration is treated as unique reducing the time it takes to lodge queries to get support 2 Being Cost Effective Many IT professionals feel that a lot of technology companies use their status as the manufacturer to ransom support and changes at a premium. Since PSS has years of experience with many technologies from multiple manufacturers, we are able to always find the most cost effective solution. In addition to this it is not part of our corporate culture to sell software upgrades and patches as a solution to every problem. PSS Help Let PSS Help You PSS continues to provide long-term support of legacy products in your contact center environment... So you can migrate to new contact center solutions when your business needs or chooses to - on your schedule not a technology vendor s! If you d like to understand third party support options better and why we have 99% customer retention rate why not have a chat. Contact: US: UK: info@psshelp.com