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Business Logic & Automated Voice Apps: An Introduction

Here at Plum we take user experience very seriously. That’s why we want to help companies that automate phone calls to provide not only great user experiences, but a solution that’s easy to manage as well. Because if your voice applications are easy to manage there is a lot less potential for disruptions in service …

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Natural Language Processing: A Financial and Technological Perspective

With the rise of virtual personal assistants, like Siri and Cortana, the way in which they “just work” has started to create a perception that this type of technology should be ubiquitous in all voice applications. This is kind of like how crime procedural TV shows have led to juries expecting “CSI-like” evidence at trials. …

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Adding Voice Bio Security

Adding Voice Biometrics Security is as Easy as A-P-I

It doesn’t take a genius to know that security is critical to successful business operations. Recently we looked at different authentication methods and how to use them. Naturally, as a company that deals in voice communications, it makes sense to highlight the benefits of voice biometrics as a security option. How It Works There are …

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How to Handle Call Spikes

How To Handle Fluctuating Call Volume

Needlessly looking for a reason to worry? With the holiday season on the crest of an approaching wave many companies that already do the majority of their customer service over the phone will likely see their call volume swell even higher. Likewise, even companies that favor service options using other communications channels will see spikes …

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Why Cloud Infrastructure Needs Dispersed Datacenters

Plum Voice has been providing cloud IVR for over a decade. Over that span of time, this cloud concept—taking care of infrastructure and carriers so our customers don’t have to—has been called many different things. Regardless of whether it you call it cloud IVR, hosted IVR, or outsourced IVR, the simple reality is that somewhere, …

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Moving to Cloud-Based Services

Cloud services offer infrastructure without administration, predictable costs and lower capital risk. But getting to that promised land from your island of in-sourced headaches involves overcoming three hurdles: moving live data from inside your infrastructure up into the cloud, convincing everyone with security concerns that everything’s going to be alright, and coming up with a …

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Respond to Customer Complaints in Real Time

It’s about time. Customers, like everyone else, have a different notion of time than they used to. The internet and mobile devices have done that—we can access the whole world of knowledge with our fingertips, instantly. This also applies to customer complaints. More quickly than ever, customers can lodge complaints against our companies—so fast, in …

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Use Post-Call Surveys for Real-Time Customer Service Recovery

Most customers use self-service to get in and get out quickly. It’s no surprise when they don’t want to complete a post-call survey. However, some customers are itching to share their thoughts after a customer service interaction—unhappy customers. Unhappy customers are almost always in the mood to provide some feedback after a call—if not to you, to …

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