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Case Study: Second To None Expands Voice of the Customer Offerings with Plum Voice - Plum Voice - ContactCenterWorld.com Blog

Case Study: Second To None Expands Voice of the Customer Offerings with Plum Voice

As the old adage goes, the customer is always right. For Second To None, a customer experience research and analytics agency serving leading brands across North America, one of its clients wanted to add telephone surveys to their Voice of the Customer program.

At the time, Second To None lacked a voice option for this type of survey and immediately began researching their options. With the clock ticking and their client waiting, Second To None needed a solution that they could build and deploy quickly.

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Initially, Second To None opted for an on-premises system. This offered the reliability that the company wanted, but as their business grew and more clients took advantage of telephone surveys, the need to scale along with client demand became increasingly important.

At that point, Second To None switched from an on-site system to Plum’s cloud IVR. The switch was almost effortless. The entire switchover process, which included making a few changes to their application’s code and RESPORGing their phone numbers to Plum, took about an hour in actual man-hours.

Dynamic scaling with Plum’s cloud IVR not only allowed Second To None to meet the needs of their clients, but the success they experienced led the company to expand the number of voice features they offered clients. This included call recording and SMS messaging.

Using Plum Voice technology allowed Second To None to provide new, reliable solutions to their clients. Second To None’s CTO noted that Plum’s technology not only expanded their offerings portfolio but did so in a cost-effective way that didn’t require them to sink a ton of money into IT resources. Second To None caters to a number of retail and healthcare clients, so Plum’s PCI and HIPAA compliance meant that they could meet the specific needs of those customers without having to reinvent the wheel when it came to IVR applications.

To learn more about Second To None and how the company innovated with Plum technology, read the full case study.

Source: http://www.plumvoice.com/resources/blog/second-to-none-expands-voc-offerings/

Publish Date: July 20, 2017 5:00 AM


2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from Plum Voice

Recent Blog Posts:
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