We recently came across an article in Speech Technology Magazine entitled “When Your Outsourcer Outsources” that we feel is a must-read for any company searching for a hosted IVR service. The article (written by Kevin Brown) describes the potential perils of working with IVR providers who outsource their business’s core services and technology. Brown warns that IVR vendors who employ this type of business model will most likely lack the in-house expertise needed to run the most important elements of an IVR service, namely platform and application management.
Plum has always developed and managed all the core components of our IVR hosting environment ourselves. The Plum IVR platform was developed internally by Plum’s engineering team, and our telco infrastructure is designed and managed by our in-house operations group. This hands-on expertise allows us to provide the highest level of customer service in the industry, as well as offer our customers the flexibility to easily scale and change their applications as their businesses grow.
For more information about Plum’s hosted IVR, please visit IVR Hosting
Kevin Browns article can be found at When Your Outsourcer Outsources
1