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Product Support Solutions, Inc. (PSS) The Contact Center Solutions Experts, Celebrate 10 Years in Business with a 379% Increase in Net Income
Date:3/7/2013

that includes client staff absorption and vendor management which reduces cost and streamlines all operations, application development and system monitoring. This flexibility provides enterprises choice as to which and how much of their technologies are business as usual services allowing them to more effectively focus on core and future technologies”.

New Product Developments

ICED - In Call Emotion Detection- With well documented evidence that happy customers spend more and cost less to service, and that unhappy customers damage brands, service recovery can be as expensive as new customer acquisition. PSS has developed ICED - “In Call Emotion Detection”, a software solution that can provide objective benchmarks to describe customer emotion and the ability to measure the customer experience in a completely impartial way. Based on the latest generation of speech analytics, this unique software is designed to sit behind the contact center and flag emotional customer situations in real-time. PSS has commissioned the highly respected Customer Experience Foundation to conduct a major study to explore and document the financial links between identifiable emotional states and customer value.

Coral Agent Desktop - This HTML 5 based agent desktop solution is a framework for delivering full featured, entirely configurable agent softphone and applications. As experts in contact center application development, PSS designed and developed Coral in response to their client’s need for a pure, very thin-client, browser based solution for agent desktop appl
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