As a part of my ongoing exploration of the many uses for Plum Voice’s IVR platform, I came across a case study for PNY Technologies. PNY Technologies utilized Plum Voice to automate their FAQ applications, so they could easily and efficiently provide their customers with the highest level of service. PNY Technologies is a billion-dollar enterprise distributing thousands of computer-related products, including memory chips and graphics cards. Their tech support call centre has to support literally thousands of product SKUS, and profitability depends on handling support as efficiently as possible. Because of this, the PNY call center turned to Plum turnkey applications for their IVR solutions, as they have some unique specifications for how their system must function: they must be able to modify prompts live, have rapid prompt implementation capabilities, have easy maintenance of their system, and have 24X7X365 system reliability.
Plum offered a compelling alternative to PNY’s problem. The IVR call flow was constructed with flexible VoiceXML administration and maintenance. Call script “nodes” are added, deleted, or modified in real-time, without any need to shutdown the system. Thousands of nodes of answers to FAQs were added, and each node could employ pre-recorded prompts or text-to-speech voicing. The changing of pre-recorded prompts was streamlined, and Plum’s application made it so that new wav files could be recorded and uploaded to the IVR applications by anyone on the call center team.
Additionally, the Plum platform integrates with the circuit-based PBX hardware that was already in place to receive ANI and DNIS information, while enabling both blind and bridge transfers. Once installed, real-time system monitoring was enabled, ensuring rapid service and support, and the best possible uptime.
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