February 22, 2012
Plum Voice Hits 'Best Year Ever' in 2011
According to company officials, Plum Voice, which sells Interactive Voice Response (IVR) and survey utility products, experienced “record growth again in 2011,” which goes down in the books as “the company’s best year ever.”
Plum officials specifically mentioned its cloud-based (hosted) IVR service, premise-based systems and telephone survey platform as responsible for the company’s record sales in 2011. In fact, it says, its combined service offering and “focus on improved phone-call automation rates for businesses” resulted in 70 new enterprise clients and a customer retention rate of 99 percent.
Numbers like that tell you two things: The company pays attention to customer service, and their customers know it and appreciate it. You don’t get those kind of one-year numbers without solid word of mouth, and you only get that if you have happy customers.
Plum CEO Andy Kuan said the company had 20 percent growth in revenues in 2011, which necessitated an expansion in the company’s infrastructure, including the opening of a fourth data center in Philadelphia to increase Plum's overall capacity, redundancy and disaster-recovery capabilities for customers.
Among the new products the company introduced in 2011 was Plum Survey 1.7, which as TMC’s (News - Alert) Juliana Kenny noted at the product release in November “provides market researchers and enterprises with a multi-modal survey platform that is ideal for accurate data collection.”
The company’s survey technology is used by large market research firms and enterprises the world over for phone survey campaigns for customer and employee feedback.
In August of 2011 TMC’s Rajani Baburajan wrote that Plum Voice announced upgrades to 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, Baburajan wrote.
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 Juliana Kenny