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IVR - Plum Voice Upgrades IVR Infrastructure for Increased Capacity and Redundancy
August 18, 2011

Plum Voice Upgrades IVR Infrastructure for Increased Capacity and Redundancy

By Rajani Baburajan, TMCnet Contributor

Plum Voice, a provider of interactive voice response (IVR) platforms, systems and hosting services, announced it has upgraded its telecommunications, Web and database cloud infrastructure.

The upgraded communications infrastructure will increase capacity and provide even greater redundancy, failover and disaster recovery services to its customers, company officials said. It can now handle even larger call spikes and higher outbound call volumes, while providing each Plum customer with excess capacity.

"With the growth in our infrastructure and the number of service contracts we're supporting, we wanted to upgrade our infrastructure to support even more customers with high call volumes and businesses that require burst capacity on demand," said Plum CEO Andy Kuan, in a statement .

To improve the service and uptime for customers, Plum has installed faster equipment and added more capacity. The new upgraded network-switching equipment increases reliability, speed and adaptability. New network routing equipment provides superior routing capabilities.

The company has installed improved gateways to enable greater call-routing flexibility to provide easy access to a number of telecommunications networks. This will enable dynamic real-time call routing between datacenters.

A new database cluster for the core database has more space to accommodate customer growth and incorporates servers that are six times faster. The new cluster also isolates the core database from the tool databases such as Floodlight and QuickFuse for better performance.

Another addition to the communications infrastructure is the new monitoring servers and software that runs eight times faster than previous systems while providing more robust monitoring capabilities. These features help the company continually test all the software and technology required to run a telco-grade IVR service with a 99.999 percent uptime guarantee.

Earlier this year Plum Voice announced that QuickFuse has received a 2010 Product of the Year Award from Technology Marketing Corporation’s (TMC) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

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Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Juliana Kenny

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