October 08, 2010
Plum Voice Adds to Operations Team; Opens New Boston Office
By Susan J. Campbell, TMCnet Contributing Editor
Single source IVR and communications technology provider, Plum Voice, has announced the expansion of its operations team. With this expansion, the company has also relocated to a larger office facility within Boston’s Copley Square."Plum has seen record growth this year both in terms of new customer acquisitions and revenue," said Andy Kuan, Plum Voice CEO, in a statement.
"We expanded our operations and support group to continue to provide unparallel customer support to our ever increasing customer base."The new Boston office will be home to staff providing support to all Plum customers using onsite systems, VoiceXML (News - Alert), and IVR software, as well as those with Plum’s IVR hosting service contracts.
Service level agreements offered by Plum include both onsite IVR systems and hosting services. Plum provides 24x7 support and hosted IVR offerings that are backed by a 99.999 percent uptime guarantee. As Plum does not outsource support functions, the company needed additional workspace to support the increased number of developers and engineers who are responsible for managing customer issues.
In addition, the new office will also provide members of Plum’s professional services and core platform development teams with the workspace they need to meet company goals. Plum increased its total headcount in all departments earlier this year, which included sales and marketing, professional services, support, operations and R&D.
The organic growth the company has experienced is greatly attributed to its IVR system and new product sales. New contracts include the QuickFuse cloud telephony service and Plum Survey, a platform that allows users to create a survey that is deployed via phone, Web or mobile service. Plum Voice operates offices in New York, Boston and Denver and is considered a power player as a single-source provider of automated telephony solutions. Businesses of all sizes demanding high-performance, versatile, scalable IVR systems can take advantage of Plum’s combination of proprietary technology and complete professional services.
In other Plum Voice news, TMCnet reported last month that the company’s Plum Survey Builder, a multimodal survey platform to collect customer feedback, public options, and market intelligence through the creation of IVR and Web-based surveys, is becoming popular among enterprises and businesses that need to collect valuable feedback. In May, Plum Voice added an automated transcription feature to its IVR system. The company announced the immediate availability of its new automated transcription feature with the ability to transcribe open ended caller responses in near real-time.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Juliana Kenny