The last few decades have witnessed the confluence of telephony and computer technologies, leading to improved Interactive Voice Response (IVR) systems. Essentially, IVR systems allow for the automation of telephone call processing. IVR implementations are usually integrated with enterprise data, such that the callers can request real-time information and/or caller input can be stored and processed. Implementations often enjoy tremendous ROI: the full loaded cost of employing live representatives can reach $4 per call, whereas the cost of automating via IVR is closer to $0.25 per call. When purchasing an IVR system, there are several important considerations to take into account. IVR systems are usually integrated with backend databases, telephone lines, and PBX systems. Plum solutions integrate with practically any database, support all standard telephony protocols, integrate with most PBX systems, and support data exchange standards such as XML. Plum architects its VoiceXML IVR products with maximum flexibility and modularity. Callers expect automated phone systems to work without fail. Many competitive IVR systems are not built to achieve this idea. Plum enterprise class systems are built for 24×7x365 performance and a zero call failure rate.
Managing an IVR system can entail adding capacity, adding applications, modifying applications, and reviewing logs and reports. These activities are straightforward with a Plum system; a browser-based control interface allows for convenient administration from any workstation. Total cost of ownership includes both external and internal costs. Plum attempts to minimize both of these costs by offering superior products and expert services at reasonable prices. As with any enterprise solution, services and support are important factors for long-term satisfaction. The Plum team provides a full range of high quality services, including application assistance, system support, software, upgrade, 24×7 monitoring, and real-time backup support for critical applications.
