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

IVR Containment Featured Image

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

Change Your Healthcare Billing for the Better with IVR

Healthcare Billing Featured Image

The World of Healthcare Billing A recent article from Advance Healthcare Network highlighted some of the issues that exist in the world of healthcare billing and offered a number of specific areas where healthcare companies can focus their energy to create a better experience for patients. This article demonstrates how no solution exists in a vacuum. But that just means… 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

Case Study: Use Voice Tech to Provide More, Better Payment Options

NMSC Case Study Feature Image

Merchant services companies have lot of different payment channels to offer their customers these days. These are the companies that provide customers with the infrastructure to accept and complete payments. Needless to say, with the right merchant services company, a business can cater to the needs of their customers no matter how diverse those may be. One of Plum’s clients,… Read More

Case Study: When A 400% Increase In Payment Processing Doesn’t Affect Efficiency

PSN Case Study Feature Image

Growth is a great thing for any business. But growth that doesn’t bring with it a parallel increase in overhead? Well that can’t be beat! Payment Service Network, a company that handles the remittance process for a wide array of companies, hit a major period of growth. Their process for taking customer inquiries and payments was a manual one, and… Read More

How Credit Card Transactions Work: A Tutorial

Credit Card Trans Blog Image Featured

One of many famous scenes in the mockumentary This Is Spinal Tap occurs when the band is trying to get from their dressing room to the stage and they end up getting lost in the hallways and corridors of the venue. If you’ve ever wondered what happens after someone swipes a credit card—how, exactly, does the payments process work?—then chances are you’d… Read More

Case Study: Increase Payment Processing Volume and Efficiency Over the Phone with Self-Service

Arrowhead Case Study

In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of their customer support calls with… 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

Expert Advice on Getting Your Tech PCI Compliant

PCI Blog Image Featured

If your company does or is thinking about processing credit card payments, whether it’s a single transaction or millions, it’s wise to ensure that those payments go through a PCI-DSS compliant environment. PCI-DSS is a set of security standards established by the leading credit card companies, e.g. Visa, MasterCard, American Express, and Discover. To be clear, there are a number of… Read More

A Beginner’s Guide to HIPAA and PCI-DSS Compliance

HIPAA and PCI DSS

We spend a lot of time talking about security these days. And right so. Data breaches can be costly for everyone involved. We’re not just talking financial costs either, although those can mount quickly. Industries that deal with sensitive customer data on a daily basis need to ensure that the people and companies creating and using that data do so… Read More