Case Study: EML Payments achieves 80% call containment for card balance inquiries with Plum Voice

EML Achieves 85% Call Containment Rate on Prepaid Card Balance Inquiries with Plum Voice

EML Payments Limited, a global payment solutions provider, needed an efficient way to handle the high volume of routine card balance inquiries from its prepaid cardholders without overburdening its client support representatives. To address this challenge, they turned to Plum Voice and its Plum DEV product to develop an automated interactive voice response (IVR) system.

Plum Voice implemented a secure, PCI-compliant IVR that authenticates users and provides balance information. This solution achieved an 80% call containment rate, automatically handling approximately 2,700 calls per day and freeing EML's support team to focus on complex issues. The high reliability and multi-language support of the Plum Voice platform have contributed significantly to increased customer satisfaction.

EML Payments Limited

Jason Nadler

Chief Technology Officer