Plum Voice » Blog http://www.plumvoice.com Automated Communications Technology Thu, 25 May 2017 21:50:45 +0000 en-US hourly 1 http://wordpress.org/?v=4.2.1 Solving the Alpha-Numeric Quandary for IVR http://www.plumvoice.com/resources/blog/solving-the-alpha-numeric-quandary-for-ivr/ http://www.plumvoice.com/resources/blog/solving-the-alpha-numeric-quandary-for-ivr/#comments Thu, 25 May 2017 21:50:45 +0000 http://www.plumvoice.com/?p=10094 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

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The Fastest, Easiest Way to Add Secure Phone Payments http://www.plumvoice.com/resources/blog/phone-payments-simplified/ http://www.plumvoice.com/resources/blog/phone-payments-simplified/#comments Thu, 11 May 2017 15:52:49 +0000 http://www.plumvoice.com/?p=10059 Simplicity. It’s something that many people want, but few attain. This especially rings true when we’re talking about telephony. Combining telephony with other complex tasks, like payment processing certainly doesn’t lend itself to simplicity either. Yet many companies, especially those that process recurring payments, find themselves navigating on a daily basis. Using an interactive voice response (IVR) solution helps to... Read More

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Reload: An Easier Approach to Prepaid Cards http://www.plumvoice.com/resources/blog/easy-approach-to-reload-prepaid-cards/ http://www.plumvoice.com/resources/blog/easy-approach-to-reload-prepaid-cards/#comments Thu, 27 Apr 2017 21:10:07 +0000 http://www.plumvoice.com/?p=10068 It’s a common refrain uttered repeatedly about sports teams that experience continued success: they don’t rebuild, they reload. Teams like the New England Patriots, the New York Yankees, Syracuse University’s men’s lacrosse (and the Maryland women), and, until this past season, the Detroit Red Wings have all fit this bill. In the world of prepaid cards, companies need to decide... Read More

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Simplify IVR Development Using Visualization http://www.plumvoice.com/resources/blog/simplify-ivr-development/ http://www.plumvoice.com/resources/blog/simplify-ivr-development/#comments Thu, 13 Apr 2017 16:09:21 +0000 http://www.plumvoice.com/?p=10026 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

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3 Ways To Boost Your IVR Containment Rate Without Touching Your IVR http://www.plumvoice.com/resources/blog/boost-containment-rate-without-touching-ivr/ http://www.plumvoice.com/resources/blog/boost-containment-rate-without-touching-ivr/#comments Thu, 16 Mar 2017 18:10:04 +0000 http://www.plumvoice.com/?p=9942 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

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Transcription vs. ASR: Which Is Right For You? http://www.plumvoice.com/resources/blog/transcription-vs-speech-recognition/ http://www.plumvoice.com/resources/blog/transcription-vs-speech-recognition/#comments Wed, 01 Mar 2017 20:58:40 +0000 http://www.plumvoice.com/?p=9957 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

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Change Your Healthcare Billing for the Better with IVR http://www.plumvoice.com/resources/blog/make-healthcare-billing-better-with-ivr/ http://www.plumvoice.com/resources/blog/make-healthcare-billing-better-with-ivr/#comments Thu, 09 Feb 2017 18:40:20 +0000 http://www.plumvoice.com/?p=9916 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

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How Much Text-To-Speech Is Too Much For Your IVR? http://www.plumvoice.com/resources/blog/how-much-text-to-speech-is-too-much/ http://www.plumvoice.com/resources/blog/how-much-text-to-speech-is-too-much/#comments Thu, 26 Jan 2017 17:57:27 +0000 http://www.plumvoice.com/?p=9822 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

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IVR Personalization Is Not Optional http://www.plumvoice.com/resources/blog/ivr-personalization-not-optional/ http://www.plumvoice.com/resources/blog/ivr-personalization-not-optional/#comments Thu, 19 Jan 2017 20:54:09 +0000 http://www.plumvoice.com/?p=9812 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

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The Netflix Effect & Why Voice Remains Critical For Customer Service In 2017 http://www.plumvoice.com/resources/blog/netflix-effect-voice-remains-critical-customer-service/ http://www.plumvoice.com/resources/blog/netflix-effect-voice-remains-critical-customer-service/#comments Thu, 12 Jan 2017 19:51:37 +0000 http://www.plumvoice.com/?p=9807 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

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