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

Is DIY Right For You? The Case Of Voice Applications

DIY Blog Image Featured

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

Business Logic Blog Featured Image

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

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

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

Adding Voice Biometrics Security is as Easy as A-P-I

Adding Voice Bio Security

It doesn’t take a genius to know that security is critical to successful business operations. Recently we looked at different authentication methods and how to use them. Naturally, as a company that deals in voice communications, it makes sense to highlight the benefits of voice biometrics as a security option. How It Works There are two elements to voice biometrics:… Read More

The Easiest Way to Handle Call Spikes

Call Spikes

Needlessly looking for a reason to worry? With the holiday season on the crest of an approaching wave many companies that already do the majority of their customer service over the phone will likely see their call volume swell even higher. Likewise, even companies that favor service options using other communications channels will see spikes to their call volume due… Read More

The Next Generation of IVR Surveys Has Arrived

Next Generation of IVR Surveys

We are excited to introduce Plum Insight, a contact center VoC platform designed to improve the customer experience in the contact center, making it easy to set up omni-channel voice of the customer mobile, web and IVR surveys for a complete view of the customer’s journey. We have been working diligently; taking comments and feedback from our survey customers to better… Read More

New SOAP Web Service Tester

SOAP (Simple Object Access Protocol) Tester

We’re developers, too, so we know how developers want complete control over the design and testing of their new systems. But it’s also nice to save a step here and there during the process. One way they can do that is through Plum’s new SOAP (Simple Object Access Protocol) Web Service Testing Tool. For those not in the know, SOAP… Read More

Optimize Your IVR, Securely

secure analytics

Historically, it has been very difficult to optimize voice applications—to analyze the granular success of each component and use that data to improve the overall customer experience. It’s been impossible to do it without logging sensitive data. Our vision of a hosted IVR infrastructure has always been: scalable, flexible and extremely fault tolerant. With our new private logging feature, we’ve… Read More