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

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

IVR Rocks for Prepaid Featured Image

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

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

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

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

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

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

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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

Personalization Basics in Voice-Based Customer Service

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One of the appealing aspects of the bar Cheers was that it was a place where everyone knew your name. A friendly face that knows your preferences doesn’t just make you feel appreciated, it’s also more efficient. Forget the formality, this type of personal attention lets you cut right to the heart of the matter and get things done quickly…. Read More

From Puppet to Puppet-Master: Regain Control of the Customer Service Experience with IVR

Puppet Master Featured

Control can be an elusive thing. Like a handful of sand, the tighter you grip it the faster you lose it. This idea has a practical application when it comes to voice-based customer service, especially for large insurance and financial services that use call centers. Insurance and financial services companies, especially, have a vested interest in providing great customer service…. Read More