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 to Reduce the Risk of Fraud with Your IVR

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“You are what you are and you ain’t what you ain’t” – Dear Abby, John Prine “Basic” Security Isn’t Enough When it comes to fraud prevention, this line from a John Prine song pretty much explains what it is fraud prevention technology tries to figure out. Preventing fraud over voice communications channels has its own challenges. Most companies have security… Read More

No Time For Guess Work – Defining ‘Complex Processes’ For IVR

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The other day I was looking at my bank account on my bank’s mobile app. I noticed an odd transaction and immediately called the bank to figure out what was going on. I entered my account number and phone PIN, and at that point, the IVR told me something along the lines of, “I see you were just looking at… Read More

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

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

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

IVR – The Strong, Silent Partner In Mobile Banking

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From Here to There and Everywhere Are we seeing the swan song of brick-and-mortar store fronts for banks? It’s no secret that mobile banking has taken off in recent years. People are more likely to stand outside their bank and complete a transaction on their phone than to actually go inside. Scaling back the number of brick-and-mortar locations eliminates a… Read More

6 Ways IVR Rocks for the Prepaid Card Industry

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As the holiday season comes barreling at us like a runaway train, prepaid card companies start to prepare for an onslaught of new customers. Prepaid cards have become a ubiquitous form of currency. Companies use them to fulfill rebates, average Joes and Jills use them as gifts, and there are plenty of other uses for them, too. Fortunately, with the… Read More