Everything You Needed to Know About Plum Voices's IVR System
August 25, 2010
By David Sims, TMCnet Contributing Editor
Plum’s data center products are built from fully redundant components, company officials say: “Each data center rack contains multiple VoiceXML (News - Alert) IVR gateways, redundant data networking components, and telecom circuits from redundant carriers. Each data center component has been deployed in thousands of settings.”
Plum uses server hardware from Hewlett Packard for “reliability, system redundancy, and manageability,” company officials say, adding that “telephony gateway components have collectively handled billions of calls.”
Earlier this year TMC’s (News - Alert) Susan J. Campbell reported that “Single-source IVR system provider Plum Voice has announced the immediate availability of its new automated transcription feature with the ability to transcribe open ended caller responses in near real-time. This new feature is available with all Plum Voice products, including the Plum IVR Hosting suite, IVR Survey platform and onsite IVR system deployments.”
The vendor “adheres to security best practices, with physical security, data encryption” and others, company officials say, noting that “Plum is a PCI (News - Alert) certified vendor. ControlScan conducts third party security compliance scans on a monthly basis.”
For voice connectivity, Plum uses voice circuits from various providers since, as company officials say, “that best-in-class IVR requires best-in-class telephony connections. Plum guarantees quality of service as well as uptime. Circuits from additional telecom vendors such as AT&T (News - Alert) and Sprint can be made available as well.
And for throughput, the company advertises greater than 1 Gigabit per second, direct and optimized cross-connects with all major Tier 1 data networks, average monthly latency for round-trip transmissions within the continental US is 45 milliseconds or less, average packet loss within the continental US is less than 0.3 percent and average jitter over the Internet within the continental US of less than 0.5 milliseconds.”David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi