Symmetrics & PSS Help to Expand Partnership for Worldwide Customer Support of Contact Center Solutions

PRESS RELEASE: Symmetrics Business Intelligence, a provider of real-time, historical and call-detail reporting solutions for contact centers, and PSS Help, an independent systems integrator and customer interactions solutions provider announced an expansion of their partnership to provide deeper, more flexible support for Symmetrics products worldwide.

Under an expanded master services agreement, PSS Help — already a reseller and integrator of Symmetrics solutions — will handle first-line technical support for Symmetrics’ contact center products for select customers in Europe, Asia and Australia initially, with a planned expansion to include North American first-line customer support later in the year. Symmetrics will continue to handle more complex technical support issues for all territories.

“Recently, as we’ve seen rapid growth in our customer base worldwide, we’ve been evaluating how to most efficiently add capacity to our existing 24×7 global support services,” explains Richard McElroy, Symmetrics president and chief operating officer. “As a systems integrator, PSS Help already has a core competence in offering technical support services to hundreds of customers in 19 countries around the world. And as PSS Help is an existing reseller with experience in Symmetrics solutions, it made sense to expand our relationship with a partner who could quickly and competently augment our existing customer support infrastructure.”

Tony Porter, PSS Help’s chief marketing and sales officer, says the expanded partnership is a natural division of labour. “From our seven offices in the U.S., Europe, Australia and Asia, we already support a broad portfolio of customer interaction solutions in thousands of contact center sites,” Porter notes. “With PSS Help handling first-line telephone and e-mail response in key geographies, Symmetrics can focus on solving more complex customer support issues more quickly. And both companies will benefit from PSS Help’s growing familiarity with Symmetrics products.”