Healthcare Company Simplifies IVR Testing and Accelerates Development with Plum Fuse

MHPPC had previous experience with IVR solutions. The company’s legacy system was code-based, the complexity of which made it challenging to add features and difficult to test. On a related note, as the company developed the application and the telephony elements became increasingly intricate, maintenance on the app became “very painful,” according to MHPPC’s Vice President of Product Development.

It was a gradual decision, but in late 2011, MHPPC started to investigate new IVR vendors. The company wanted to increase the functionality of its application and felt that that required a new solution. MHPPC gave serious consideration to four or five different IVR vendors before deciding to go with Plum Fuse.

Fuse’s key selling point was its interface, “Plum’s UI made all the difference for us,” said the VP of Product Development, “by being able to drag and drop the application.” This enabled MHPPC to easily build out their IVR application with new features. MHPPC also appreciated the fact that Plum had its own technology and didn’t simply white label someone else’s. Plum’s competitive pricing factored into the decision as well.

Getting started with the Fuse platform was very easy for MHPPC. The team there got an application built, tested, and pushed into production in a matter of weeks. That ease of use, abetted by the platform’s UI, is “the number one thing you have going for you, by far,” MHPPC told Plum.

Testing, which was the bane of the company’s legacy IVR solution, became much easier. Fuse’s built-in cloning feature meant that MHPPC could have multiple versions of its application. By connecting a cloned version of the app to a different phone number it became easy to test new features before pushing them into the production version. This gave the MHPPC development team a considerable confidence boost when testing new features.