PlumMarketing

Banking in the Cloud

For The Best Cloud-Based IVR for Call Centers, Look For This

Finding the best cloud-based IVR for call centers can be a daunting task when you’re looking for something that’s not only easy to use but provides true value to your organization. This is commonly measured by how much the tool will both improve customer experience and increase workforce efficiency. While those are the big ones, …

For The Best Cloud-Based IVR for Call Centers, Look For This Read More »

Medical Billing

Your RX for Good CX: Pay by Phone for Medical Billing

It has been known the healthcare industry has struggled to transform its patient experience to a modern, consumer-friendly model. However, COVID-19 has forced this industry to rethink the traditional ways of conducting business and ways to better optimize the overall patient experience. Today, it is common practice for healthcare systems to rely on legacy channels …

Your RX for Good CX: Pay by Phone for Medical Billing Read More »

Bank Building

Why IVRs Are Highly Useful When It Comes to the Banking Sector

The financial industry is known to move slowly when it comes to adopting new technologies. In the last several months, financial organizations have attempted to show adaptability and flexibility in these times by operating to protect their customers and ensuring banking services remain consistent and fully available to their customers. One piece of technology that …

Why IVRs Are Highly Useful When It Comes to the Banking Sector Read More »

Voice AI

What are Intelligent Virtual Agents and How Can They Improve CX?

More and more companies are striving to implement Artificial Intelligence (AI) within their organization for a variety of reasons including, improved operational reliability, accuracy, and ROI outcomes.  As companies are trying to decide what AI project to implement, on the top of many lists is, intelligent virtual agents (IVA), which allows companies to understand their …

What are Intelligent Virtual Agents and How Can They Improve CX? Read More »

Utility Customer Using IVR

3 Ways Utility Companies Can Improve the Use of Their Voice Channel

Voice has been the primary channel of communication between a company and its customers ever since the advent of the telephone. Not only can customers truly express their complaints to the company and explain certain issues in detail but can also use the voice channel for payment processing, account inquiries and much more.  Utility companies …

3 Ways Utility Companies Can Improve the Use of Their Voice Channel Read More »

canstockphoto76343081-1

A Six-Part Checklist For Voice Self-Service: Are You Marking Off All The Right Boxes?

Perhaps the best word to describe how many customers feel about the voice self-service channel is ‘conflicted.’ While they understand why businesses use self-service, and they appreciate self-service options when they work well, customers also become highly frustrated when they don’t. This “love to hate” dynamic seems to come down to poor service design and …

A Six-Part Checklist For Voice Self-Service: Are You Marking Off All The Right Boxes? Read More »

Angry businessman caller talking on phone disputing over computer problem

To Address Caller Frustration, Focus on CX, Not Cutting Costs

The global interactive voice response market has a projected 7% CAGR through 2023, with revenues of more than $3.7 billion USD. This is because IVR has been proven to benefit both customers and companies: For customers, surveys have established that they prefer to use the voice channel because it’s familiar to them; further, they appreciate …

To Address Caller Frustration, Focus on CX, Not Cutting Costs Read More »

Healthcare-automation-tool

The Customer Service Automation Tool You Need At Your Healthcare Facility

As anyone who works in healthcare knows, today’s patients want more than the basics of treatment. They expect their experience with your healthcare facility to be convenient for them, seamless, and completely transparent. Therefore, it’s crucial for healthcare providers to understand the stresses and frustrations patients experience through the various stages of their journey with …

The Customer Service Automation Tool You Need At Your Healthcare Facility Read More »

tired employee

The Path to Contact Center Automation First Starts With Manual Work

Let’s talk in business clichés for just a moment: If you had to pick the “low-hanging fruit” of processes in your contact center that could lead to the “most bang for your buck,” what would they be? Just in case clichés aren’t your thing, we’re simply asking you to think this through: Which least valuable …

The Path to Contact Center Automation First Starts With Manual Work Read More »