Ensuring Quality and Security
Plivo helps a leading software company provide their customers with a high quality and secure solution to manage client relationships.
- Needed a scalable and reliable enterprise-grade service to provide their Fortune 100 financial and insurance customers.
- Required a powerful, open platform with a quick, responsive support team for a smooth integration.
- Created a customized solution using a feature-rich platform hosted on a dedicated media servers.
Imprezzio, a leading software solutions company helps its Fortune 100 financial and insurance customers move their businesses to the next level. They offer their customers full-featured, affordable solutions to manage every facet of the customer lifecycle. To continue providing their customers with the best service Imprezzio needed an enterprise-grade solution that was scalable, reliable and flexible. "Reliability and scalability are our top priorities for our customers, given the business they are in," explained Kelly Birr, CIO at Imprezzio. They required an open platform that was not only powerful but also full of features to build out a complete relationship management solution.
Being able to provide the highest quality service for their customers became a challenge for Imprezzio when their current platform turned out to be a turnkey solution. It didn't provide the flexibility and scalability Imprezzio required, "It was a great platform for a hobbyist but not for an enterprise," explained Russell Page, President. "We needed a platform that focused on providing actual business solutions with carrier class and enterprise-grade service." The level of support Imprezzio was receiving from their providers also did not meet expectations and the decision was made to develop their own solution internally.
Imprezzio's team set out to build their own solution and evaluated a number of open source solutions before becoming aware of Plivo and its hosted offering. Discussions with the Plivo team gave them a new innovative option; an open platform full of features that would meet their growth requirements. Instead of attempting to implement open source solutions on their own they elected to use the Plivo Cloud and not burden themselves with management of complex infrastructure.
Deciding to go with a hosted solution was not taken lightly and Imprezzio had serious concerns about quality and security. Imprezzio serves a demanding client base and quality was paramount. Additionally, Imprezzio is Level-1 PCI certified and security was crucial. The other providers evaluated hosted their platforms in a fully virtualized cloud and this was an issue. Plivo's use of dedicated servers for all media allayed both of these concerns as it provided the need quality and security. "Plivo is working toward greater security awareness than all the other vendors out there," said Page. "It's a huge concern for us because of PCI; we need to have a partner who's as dedicated to security as we are."
Plivo also stood out from Imprezzio's current platform provider with their level of support by being available 24/7 at no additional cost. The simple-to-use APIs and responsive support made for a smooth integration saving Imprezzio time and money. Within three months of implementation Imprezzio saw tremendous growth going from 5,000 minutes to 500,000 minutes a month.
Turning to Plivo has given Imprezzio not only a powerful enterprise-grade solution but also a business partnership that will continue to focus on their needs and support growth. "Before switching to Plivo, we used another vendor that essentially forced us to use their carrier contracts, at a huge markup, and just didn't deliver on the reliability side. Our experience with Plivo has been completely different – the company and its platform are flexible and easy to work with, yet rock solid. They have exceeded our expectations at every turn," said Birr.