Plum Voice Blog

Stay up to date on the most relevant topics and developments in the world of automated communications with tips, tricks, and advice from Plum

About   Jason Myers

Jason Myers is the Copywriter at Plum Voice.

Prior to Plum, Jason worked primarily in the higher education sector and as a freelance writer. He holds a PhD in Irish history from Loyola University Chicago, and a BA in history from Oakland University (Michigan). He has published a book on Irish history and enjoys following lacrosse and the musical stylings of the Grateful Dead.

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Solving the Alpha-Numeric Quandary for IVR

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One of the best features of the telephone is its simplicity. You have ten digits to work with (plus the star and pound keys) and pretty much anyone over the age of four can make sense of basic phone concepts. While those ten digits make phone interactions simple, they also make it difficult to enter letter-based data. Sure, most of… Read More

The Fastest, Easiest Way to Add Secure Phone Payments

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Simplicity. It’s something that many people want, but few attain. This especially rings true when we’re talking about telephony. Combining telephony with other complex tasks, like payment processing certainly doesn’t lend itself to simplicity either. Yet many companies, especially those that process recurring payments, find themselves navigating on a daily basis. Using an interactive voice response (IVR) solution helps to… Read More

Reload: An Easier Approach to Prepaid Cards

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It’s a common refrain uttered repeatedly about sports teams that experience continued success: they don’t rebuild, they reload. Teams like the New England Patriots, the New York Yankees, Syracuse University’s men’s lacrosse (and the Maryland women), and, until this past season, the Detroit Red Wings have all fit this bill. In the world of prepaid cards, companies need to decide… Read More

Simplify IVR Development Using Visualization

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Computer programming isn’t for everyone. And you know what? That’s ok. Traditional Computer Programming There are a number of inherent challenges with writing code that even the best developers would agree with. One is the linear nature of writing code. Some of this is governed by syntax, but at the same time, it can be a challenge to effectively juggle… Read More

3 Ways To Boost Your IVR Containment Rate Without Touching Your IVR

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The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to payment processing. It gives people… Read More

Transcription vs. ASR: Which Is Right For You?

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It happens all the time with technology: two different processes that share some similarities get conflated. People say one thing and really mean the other, and vice versa. One area where we see this with audio related processes involves automatic speech recognition (ASR) and transcription. What both of these things tend to suffer from is a definition problem. When it… Read More

Change Your Healthcare Billing for the Better with IVR

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The World of Healthcare Billing A recent article from Advance Healthcare Network highlighted some of the issues that exist in the world of healthcare billing and offered a number of specific areas where healthcare companies can focus their energy to create a better experience for patients. This article demonstrates how no solution exists in a vacuum. But that just means… Read More

How Much Text-To-Speech Is Too Much For Your IVR?

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Original image source When building a voice application one of the first questions you need to answer is: to what degree will you use text-to-speech? Initially, it may seem like a great idea to use text-to-speech (TTS) wherever possible. After all, it’s faster and cheaper to just type out some generic code, right? Here’s the catch. TTS is great! For… Read More

IVR Personalization Is Not Optional

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Customer Service – Both Art & Science One of the most important things to realize when doing business is that people don’t buy from companies – they buy from other people. When you sit back and think about this it makes sense. It’s easier for one human to connect with another one than it is for a machine. Well, at… Read More

The Netflix Effect & Why Voice Remains Critical For Customer Service In 2017

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The Netflix Effect The world of technology often seems like the fallout from Sherman’s march to the sea where old technologies are left smoldering in ashes in the wake of the latest and greatest. We might even call this the Netflix effect. After all, not many people choose VHS as their primary medium for watching movies these days. Heck, even… Read More