IVR Deconstructed

IVR applications have been used to manage remote workers in a number of industries, including healthcare, transportation, construction, and travel.  Recently, Plum developed an IVR application for a regional Dish Network provider that allows repair technicians to open and close work orders and update their parts inventory database.

This Direct TV affiliate has unpredictable call volumes as their primary business function is to install, repair, and replace equipment once they receive a customer request.  In order to handle call spikes, their application was deployed on Plum’s hosted IVR platform that can support thousands of simulations calls.

Prior to automating the process of reporting work orders, technicians had to call a live human to report data.  This process was cumbersome, as the technicians were often waiting on hold or had to remain on the phone until a call representative manually entered work order data.

The automated call flow developed by Plum’s professional services group makes it easy for technicians to quickly report relevant information without having to stay on hold to speak with a call rep.  Implementing IVR lowers costs and helps the entire organization function more effectively by freeing up time to focus on customer issues.