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

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

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

Visualizing Your Transfer Rate with VoiceTrends Diagnostic Flow

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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

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

A Quick Guide to CTI and Screen Pops

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Part of our Back to the Basics Series. See also: PSTN, VoIP, SIP Trunking, and Telephony. When it comes to computer telephony integration, or CTI, a significant amount of distortion exists between the textbook definition of the term and what people understand it to mean in today’s business environment. Here we’ll cover what CTI is, what people typically mean when they… Read More

How to Do A/B Analysis on Voice Applications

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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