James Cox, Author at Plum Voice

Scheduling Software for Business with Outbound Calls and Reminder Apps

Customer Service, IVR, Payments / By James Cox

Outbound reminders were once exclusively handled by call center agents working from a list of customer phone numbers. While there are still reasons to use agents for some outbound call reminders and scheduling, increasingly, this form of customer outreach is now being handled by outbound IVR systems. According to Forrester, live agents can cost up …

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Making Natural Language Processing Feasible with Artificial Intelligence

Artificial Intelligence, Business, Speech Recognition, Technology / By James Cox

In the past 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 more …

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What is VoIP and How Does it Work?

Technology, Telephony / By James Cox

Part of our Back to the Basics Series. See also: PSTN, SIP Trunking, and Telephony. IVR Solutions Setting itself apart from traditional telephone network methods (PSTN) – companies that provide VoIP services give you a personalized VoIP number which allows your company to receive and also make phone calls from any device with an internet connection …

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Customer Satisfaction Survey Tips: How to Get Customers to Start and Finish Surveys

Customer Satisfaction, Surveys / By James Cox

A business can’t implement changes based on customer feedback if they can’t convince people a survey is worth their time from start to finish. A survey doesn’t do your business any good if no one takes it, or if no one finishes it. Four ways we can improve our chances are 1) explain the survey and …

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15 Ways to Set and Meet Customer Expectations

Customer Experience, Customer Satisfaction / By James Cox

Setting and meeting customer expectations is a complicated, multi-step process that begins before first contact, continues throughout the customer relationship and requires the commitment of everyone in the organization along the way. ALIGNING STRATEGY 1—Let Go, Listen, and Hear Trying to control another human being is an exercise in futility. So, when working with undoubtedly …

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What Is Voice Biometrics?

Speech Recognition, Technology, Voice Biometrics / By James Cox

Voice Biometrics Software Voice biometrics technology verifies the identity of a speaker. It’s also known as voice recognition, speaker recognition, voice printing and voice authentication. At Plum Voice, we call this group of technologies “voice biometrics” in general. “Voice biometrics is a technology that enables identity verification by analyzing a person’s voice as a unique, …

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