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

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

Text to Speech Blog Featured Image

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

Everything You Need To Know About IVR Containment Rates

IVR Containment Rates Featured Image

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

Visualizing Your Transfer Rate with VoiceTrends Diagnostic Flow

VT Common Call Path Featured

The whole point of automation is to make tasks and processes more efficient. Nothing throws a left-handed monkey wrench in the gears of automation faster than when your users bail out of your application to talk to an agent. Granted, sometimes it’s necessary for a customer to talk to an actual person, but for the most part if you have… Read More

How to Do A/B Analysis on Voice Applications

VT AB Test Blog Image Featured

There is no single way to assess the effectiveness of your voice applications. For people who are new to voice automation or VoiceXML it may not be clear where to start with A/B analysis. Of course, this begs the question: “why bother?” After all, you have your application up and running, and it works fine, right? Just because it works… Read More

Coder’s Corner: Create A Self-Service App That Doesn’t Suck

Coders Corner Blog Image Featured

Let Customers Be “In The Know” It’s no secret that the majority of people prefer, and even expect self-service options nowadays. Why, you may ask? Because self-service is a constant. No matter what or where someone is they can pick up the call and make a payment because there’s no need for people to be on the other end of… Read More

Respect the Customer Journey: Principles of Voice Self-Service Apps

Respect Customer Journey

It seems that the nostalgia industry will never die. But anyone who wants to turn back the clock might get more than they bargain for. For example, you’re on your way home from work. You duck into the grocery store to pick up one small item, like a can of tomato sauce. Immediately you feel like you’re on an episode… 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

Use Analytics to Solve Voice Communications Problems

VoiceTrends Analysis

Why Data Matters You can’t miss what you’ve never had. And having data and analytics for automated, voice-based customer interactions used to be unheard of. This deficiency often led companies to take a “set it and forget it” approach to their automated voice communications channel. The problem with this is that the voice channel connects directly with customers. Therefore, treating… Read More

Optimize Your IVR to End Customer Frustration

Optimize IVR For Less Frustration

Recently I called my local hardware store with a question about a scheduled door installation. The phone menu had an option for the windows and doors department, but it was about the twelfth option on what one would consider the second “page” of the menu. The store created even more confusion when an employee answered the phone, saying “Millworks.” Millworks?… Read More