When we first created apps for our Fuse+ platform we looked at common use cases across all the different industries that we serve and built apps that cater to those tasks. So, while pretty much any company can use these apps, it might not be immediately obvious how a company in a given industry would… Read More
It’s critical for all people to be able to communicate with other. For non-hearing individuals there are several options that allow them to communicate with hearing people using traditional telephony infrastructure. This post will briefly explain what TTY is and how it works. We’ll also discuss how IVR can accommodate the needs of non-hearing people…. Read More
Everything in healthcare evolves out of interactions between providers and patients. So, making and keeping appointments is mission-critical for many healthcare providers. But people miss appointments all the time. Or they show up late, which throws the rest of the day’s schedule out of whack. Being able to effectively manage appointments has a very real… Read More
It can be difficult to get your voice channel just exactly perfect. It may seem impossible to find a solution that is easy for your IT and development teams to manage and use, and something that delivers a great customer experience to end users. Pre-built IVR apps let you cut through most of the complexity… Read More
One of the big ideas behind VoiceTrends is that it’s not enough to simply know that your voice apps work. You need to know how well they’re working to truly understand their impact on your customers and the customer experience. If your app isn’t working as intended, you’d want to know, right? When your voice… Read More
Quantitative data makes the business world go ‘round and qualitative data provides the nuance and shading to help contextualize all those numbers. But qualitative data can be difficult to obtain and analyze. Using IVR to record and transcribe the customer responses is one way to get qualitative data. There are two different methods that we… Read More
It may seem like a minor detail but having audio that flows together well in your IVR applications can have a major impact on customer experiences. Getting good, smooth sounding audio has more to do with being a good sound engineer than it does with designing IVR apps. Why Flow Matters The most common issues… Read More
To understand the issues related to alpha-numeric input and IVR, try to remember sending text messages before smartphones. Each number has letters associated with it and you’d have to press the 8-key three times to get the letter V in your message. Compared to what we can do with smartphones, this method seems archaic, time-consuming,… Read More
The overwhelming majority of Plum customers use the telecom we provide as part of our service. After all, the whole idea behind offering managed telecom is to make voice technology easier for customers. By maintaining a system built on Tier 1 telecom provided by multiple carriers we’re also able to write 100% uptime guarantees into… Read More
Plum Voice has been at the vanguard of voice channel and IVR security for years. We pride ourselves on offering reliable cloud communications products that are compliant with some of the most desirable security standards in existence. These include PCI-DSS, HIPAA, and SOC2. As of May 2018, we can now add Visa Verified to that… Read More
How the Public Switched Telephone Network Works
3 Studies Showing Why You Shouldn’t Put…
Where Do Telephone Numbers Come From?
Everything You Need To Know About IVR Containment Rates
How to Get More From Your IVR with Artificial Intelligence
What is VoIP and How does it Work?
IVR and Audio Transcription: Find the Method That’s…
Approaches to Effective Alpha-Numeric Input for your…
Making the Audio Flow in Your IVR Apps
Transcription vs. ASR: Which Is Right For You?
