Customer Self-Service Solutions

Plum's IVR Solutions Deliver Real ROI and Improve Customer Service

Contact centers are increasingly turning to Interactive Voice Response (IVR) and speech enabled voice applications to automate their most frequent calls and to improve call center efficiencies at a lower cost per minute than traditional agents.

Plum’s customer self-service solutions are designed to off load heavy call volumes to intuitive IVR applications. These applications empower users to reach information without the need to talk to a customer service representative (CSR).

Through call automation, Plum has helped hundreds of customers:

  • Reduce costs
  • Reduce call and wait times
  • Improve customer satisfaction
  • Improve customer loyalty
  • Eliminate issues that arise from misinformation from CSRs

For call center mangers and C-level executives, the business case for IVR is clear: Research confirms that IVR technology generates significant return on investment. The cost of employing live agents to answer routine requests can average over $5 per call. However, the incremental cost of handling calls with IVR applications is measured in mere pennies.* Further, statistics demonstrate 60% of customer issues can be resolved through self-service software.**

IVR Applications

Plum's customer self-service solutions improve caller experience for contact centers that serve industries such as:

  • Direct Response
  • Financial Services
  • Health Care
  • Human Resources
  • Retail
  • Telecommunications

Applications can be deployed by hosted or onsite VoiceXML IVR systems that deliver high performance and always employ the latest speech recognition and text-to-speech technologies. In addition, Plum offers configurable post-call customer surveys that provide real-time consumer feedback.

All of Plum’s IVR call center solutions are designed for maximum flexibility, scalability, and can be easily configured by a web-based interface. Contact a Plum consultant for a comprehensive discovery and ROI analysis. Our free consultations have resulted in the creation of hundreds of IVR solutions that produce strong ROI for customers.

* In-Stat/MDR Research Study 2003
** Study conducted by SNAPin software, 2008