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

Everything You Need To Know About IVR Containment Rates

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What do you think of when you hear ‘cost savings’? Is it a corporate mascot skiing down a pile of money like Scrooge McDuck? One can only hope… Cost savings is one of the major reasons why companies turn to automation and self-service. Computers can multi-task a lot better than people, so it just makes sense to automate common processes… Read More

Is DIY Right For You? The Case Of Voice Applications

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The do-it-yourself mindset is by no means a new one. Before the uptick in commercials encouraging homeowners to DIY and the prevalence of HGTV shows dedicated to a given room in the house, Bob Vila ruled the DIY world on “This Old House.” As any DIYer will tell you, not all projects are created equally. Sometimes if you have the… Read More

Business Logic & Automated Voice Apps: An Introduction

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Here at Plum we take user experience very seriously. That’s why we want to help companies that automate phone calls to provide not only great user experiences, but a solution that’s easy to manage as well. Because if your voice applications are easy to manage there is a lot less potential for disruptions in service or errors in the user… Read More

Case Study: When A 400% Increase In Payment Processing Doesn’t Affect Efficiency

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Growth is a great thing for any business. But growth that doesn’t bring with it a parallel increase in overhead? Well that can’t be beat! Payment Service Network, a company that handles the remittance process for a wide array of companies, hit a major period of growth. Their process for taking customer inquiries and payments was a manual one, and… Read More

How Credit Card Transactions Work: A Tutorial

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One of many famous scenes in the mockumentary This Is Spinal Tap occurs when the band is trying to get from their dressing room to the stage and they end up getting lost in the hallways and corridors of the venue. If you’ve ever wondered what happens after someone swipes a credit card—how, exactly, does the payments process work?—then chances are you’d… Read More

Expert Advice on Getting Your Tech PCI Compliant

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If your company does or is thinking about processing credit card payments, whether it’s a single transaction or millions, it’s wise to ensure that those payments go through a PCI-DSS compliant environment. PCI-DSS is a set of security standards established by the leading credit card companies, e.g. Visa, MasterCard, American Express, and Discover. To be clear, there are a number of… Read More

Case Study: How to Use IVR as a Hub for All Your Voice-Based Customer Service Needs

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There’s something to be said for organization, and the more pieces that are in play the greater need to keep everything orderly. When we’re talking about managing high volume phone calls interactive voice response is the manna for your trek through the desert. One of the great things about using an IVR to centralize incoming calls is that it doesn’t… Read More

How Application Development is like a Team Sport

Fuse Team Collaboration

With the Olympics coming to Rio de Janerio this summer there will be plenty of individual and team athletic achievement on display. Individual performances can be awe-inspiring. Just think about Usain Bolt at the London games, for example. With individual sports it’s clear where the main onus lies. But the benefit of team sports is that there are others to… Read More

Just Say No to Resets: Seamless Customer Experience in Omni-Channel Communications

Say No To Resets with Omni-Channel

Omni-channel communications appeal to a lot of companies. And it makes sense that they do. Having that type of power at your disposal allows businesses to meet customers on their turf. While this means there are more channels to manage, when done right, the benefit is that omni-channel communications create a better customer experience. Omni-Channel vs. Multi-Channel Now omni-channel is… Read More

Disruption or Evolutionary Inevitability? Making the Move to the Cloud

Cloud Disruption or Evolutionary Imperative

What is disruption? It’s a buzz words that is bandied about like crazy in the tech world today. A lot of people set their sites on disruption but few actually achieve it. When you think of disruption as a paradigm shift that alters the way an industry functions, when it does occur the fallout can be seismic. Cloud computing certainly… Read More