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
Nowadays we take for granted how easy it is to make a phone call. We carry mini computers in our pockets that can contact any place in the world in real-time with a phone call or over the internet. Yet, with all that power we still end up with poor call quality all the time…. Read More
Juggling Multiple Call Centers When customers call your company, you can provide a wide range of information and services with the right IVR applications. Sometimes, however, customers have complex issues that automation can’t address. When this happens, you want to make sure that you transfer your customer to the best possible person to quickly resolve… Read More
Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in… Read More
In a past post, we discussed the technological and the financial challenges that go hand-in-hand with developing natural language processing (NLP) applications. While these challenges remain relevant, more recent developments mean it’s easier and less expensive to incorporate natural language processing into your voice channels. Thanks to artificial intelligence (AI), companies can manage NLP apps… Read More
Expectations are a funny thing. In this space, we talk a lot about customer experiences because expectations often play a big role in that area. Some industries are known for atrocious customer service. These negative experiences have created an expectation of poor service from providers in that industry. These views can be so entrenched that… Read More
Artificial Intelligence (AI) is one of the hottest things in the tech world these days. But, as is often the case, the hype around AI can result in misinformation and confusion. When investing in a powerful technology like AI, you want to ensure that you know exactly what you’re getting and how you’re going to… Read More
When it comes to development philosophy, businesses have a lot of different choices. And yet, it seems that no matter what a company chooses to do, development often comes down to building it yourself or paying someone else to do it. As a company that offers development platforms, we see all kinds of development scenarios…. Read More
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