Migrating IVR to the Cloud
Benefits of migrating an IVR system from on-premise to the cloud
On-Premise to the Cloud
Migrating an on-premise system to the cloud (or cloud to cloud migration) is simple. With the use of application programming interface (APIs), a business can connect their databases - CRM, billing and payments, customer data, etc. - to a cloud-based IVR system. This allows them to build applications on cloud hosted tools and maintain their databases apart from each other so that there is a layer of security to protect sensitive data.
A key to a successful migration is collaborating with a professional services team who can guide you through the operational and developmental aspects of the process. An experienced team will know how to implement the APIs and build the workflow for a quick and easy deployment, and they will be there to support you through and challenging situations that arise.
IVR Cloud Development
IVR in the Cloud vs On-Premise
On-premise interactive voice response (IVR) systems used to involve bulky hardware and complex software that take time and effort to maintain. These systems were commonplace for several decades when companies hosted their telephony systems onsite. Since 2000, IVR has transitioned to the cloud where the plaform that hose the tools and customer data are stored on the Internet.
Cloud IVR as a CPaaS Solution
Hosted IVR with a cloud platform is a communications platform as a service (CPaaS) solution which allows customers to perform self-service actions such as resetting a password, making payments, connecting with employees, rescheduling appointments, etc.
Forbes Advisor describes CPaas as a type of PaaS, or Platform as a Service. It serves as an easy way for developers to improve and integrate direct, real-time communication between users on an existing application, without the need for a separate app. A common example of CPaaS would be a chat box popping up to help you as you navigate through a website.
By hosting voice automation tools on a cloud platform using CPaaS, businesses can automate and control customer touch points and operational processes over the Internet instead of through a complex telephony infrastructure. There isn't a need to have an on-premise private branch exchange anymore to manage inbound/outbound calls when connected to a cloud platform.
Operational Cost Savings
By utilizing cloud platforms, businesses experience significant savings in their expenditures because they don't need to build or manage on-premise IVR systems. No more hardware and software is needed to purchase. IT professionals and developers don't have to maintain these systems or stay on top of updates. IT personnel can focus on other important projects and utilize their resources more efficiently.
Benefits of Cloud Migration
IVR tools hosted on a cloud platform can power a range of voice and AI-powered applications that improve customer experiences, augment employee resources and reduce operational costs. By automating simple customer interactions with IVR applications, businesses are able to better control their self-service strategy which allows customers to retrieve information without a live agent.
Plum Voice Platform and Tools Highlights
Plum Voice has over 20 years of building and providing IVR tools and applications to support businesses of all sizes. Here are a few ways that Plum Voice stands out as a leader in voice automation technologies:
- Pre-built templates for ease of use and quick deployment
- Multilingual call menu options
- Call recording and data analytics with VoiceTrends
- Conversational AI call learning
- Outbound call IVR and inbound call IVR
- Payment processing features
- Caller authentication with multi-factor authentication features
- Data and server hosting (private cloud infrastructure)
- SMS messaging features
- Omni-channel communications with chatbots
- PCI-DSS, SOC2, and HIPAA compliance
- 24/7 support for an industry leading support team
Plum Voice has created AI Fusion. It's a standalone voice processing environment that can access each of the major AI engines - Nuance, Google, Amazon, IBM, Etc. - at each instance of a dialog to interpret a single utterance. Use AI Fusion to build an IVR application with conversational AI that isn't tied to one voice recognition system for a better customer experience.
Plum Voice has 3 data centers built to the same high standards for redundancy. They are geographically dispersed to ensure no single event effects application performance.
RELIABLE, SCALABLE & SECURE CLOUD
Plum Voice’s platform is built on a fault-tolerant and scalable cloud architecture which eliminates on-site hardware and support. It is delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications.
Plum Voice maintains an up-to-date plaform with the latest security measures. We are always looking for the latest text-to-speech (TTS), advanced speech recognition (ASR), automation and AI technology to enhance our product offerings.
Plum Fuse is an intuitive drag and drop, low-code, Graphical User Interface (GUI) tool that allows developers and non-technical users to create and manage interactive voice response (IVR) systems, intelligent virtual agents (IVAs) and conversational AI solutions.
Plum DEV is a VoiceXML (VXML) tool that enables developers to build interactive voice response systems (IVR), intelligent virtual agents (IVAs) and conversational AI solutions by generating their own code.
Articles on Cloud Migration
Here are a few articles from InformationWeek that will help you learn more about cloud migration and the steps to take for a successful transition:
CASE STUDY Merchant Services Increases Revenue by Adding IVR to Product Suite INDUSTRY Payment Processing PRODUCT Plum DEV APPLICATION Payments PCI Compliant IVR System Offers Customers 24/7 Payment Options Summary A National Merchant Services Company (NMSC) partnered with Plum Voice to enhance its comprehensive payments solutions suite by providing an interactive voice response (IVR) option. …
CASE STUDY Payment Processor Expands Portfolio with Automated Phone Payments INDUSTRY Payments Services PRODUCT Plum DEV APPLICATION Payments Voice Payment Channel Added with Plum DEV Summary Major Payment Aggregator (MPA) is a payment processing company transforming the bill pay experience for consumers, billers and financial technology providers. One of MPA’s major clients requested adding a …
CASE STUDY Payment Processor Accelerates IVR Development and Simplifies Testing INDUSTRY Healthcare PRODUCT Plum Fuse APPLICATION Payment Processor Plum Fuse Low-Code, GUI Tool Saves Time and Money Summary A Major Healthcare Payment Processing Company (MHPPC) needed an easy-to-manage IVR system. The company switched from a code-based, legacy IVR system to Plum Voice’s Plum Fuse (Fuse) …
CASE STUDY Phone Survey Option Improves Customer Retention and Satisfaction INDUSTRY Insurance PRODUCT Plum Insight APPLICATION Surveys IVR Surveys Built with Plum Insight Summary The Erie Insurance (Erie) claims division needed to upgrade its customer feedback program from a manual to an automated process, so Erie added a voice channel to its customer survey process. …
CASE STUDY IVR System Improves Time and Task Reporting for Remote Employees INDUSTRY Packaging Solutions PRODUCT Plum DEV APPLICATION Mobile Workforce Reporting Up to 1000% ROI on Time and Task Reporting Summary The Pennsylvania Paper & Supply Company (PPS) needed a new interactive voice response (IVR) system to record time and task information for remote …