I’m not a coder, nor a developer, and I’m nowhere close to being a technical resource, but I can tell you first hand that Plum Fuse is a very intuitive tool on a secure cloud platform. The Plum Fuse low-code tool is the best programmable GUI interface for building out voice automation applications – whether …
Like most technology, interactive voice response (IVR) has evolved over the years. From automatic switchboards to completing self-service tasks like activating a credit card or paying a bank bill—IVR systems have modernized companies with intelligent virtual agents (IVAs). If companies want to stay competitive in their industry, implementing an IVR system will help automate numerous …
Customer Experience Outsourcing – 6 Considerations Using IVR Systems Read More »
The phrase “time is money” rings true in every call center. Every minute a live agent spends talking to a caller, there is a cost. And every minute a caller sits on hold waiting to speak with a live agent, there is the potential for that caller to hang up, resulting in a lost sale, …
Even in today’s world of text-based chatbots and social media support channels, 76% of customers still use voice when contacting customer service. That’s significant. And when customer experience and customer satisfaction are often the key differentiators, determining whether a customer will stick with you or turn to a competitor, making sure your voice channel is …
Call centers and call center software providers that are seeking to improve customer experience, cut costs and/or optimize their technology would be remiss in not considering an AI-powered intelligent virtual agent (IVA) like those provided by Plum Voice. IVAs combined with an easy to use programmable-AI provides users a modern, and secure way to conduct …
Intelligent Virtual Agents (IVA) for Call Centers Read More »
The current environment caused by this global crisis is rapidly evolving, and businesses across the globe are trying to understand its impact. We know that there are particular concerns that companies like yours have. As your partner, Plum Voice is committed to providing reliable solutions that empower you with the ability to make the best …
Contact Center Automation Enhances Customer Service Options If you’re wondering how best to automate your contact center’s customer service options, you’re certainly not alone. Automating contact center operations is a more common occurrence than it used to be due to several factors, including: Contact centers are still going strong, but self-service processes powered by artificial …
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 »
How Much Do Call Centers Cost? Which least valuable processes within your contact center make up the most of your expenses? Could it possibly be the time of your paid employees, software needs, office space and more? According to Cloudtask.com the average costs of call centers is: Salaries and Benefits – $141,284 Customer Service Manager …
Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand differentiator –and today’s customers are reporting that it’s true. Consider the following findings from Salesforce Research’s State of the Connected Customer report, second edition: This emphasis …
How Your Contact Center Can Become the Key Driver of Customer Survey Responses Read More »
Fuse - Low-Code Programmable GUI Environment
Chat - Omni-channel communication with chatbots
Conversational AI - Understand caller intent
DEV - Programmable voice platform for dynamic, complex, and secure apps
Insight - Omni-channel survey creator
Message - Enterprise-Level SMS Campaign Management Platform
Professional Services - Accelerate deployment for rapid ROI
SecureAssistant - Agent-present virtual voice assistant for secure payments
VoiceTrends - Analytics for voice applications
Account Inquiries & FAQs - Handle repetitive queries with ease
Card Activations & Servicing - Improve card profitability
Notifications & Reminders - Leverage voice dialogs and SMS
Payments - Process secure customer payments over the phone
Remote Workforce Reporting - Automate timekeeping processes
Surveys - Build voice surveys in minutes
Banking & Financial Services - Account access with security
Government - Automate Compliance Notifications & Payments
Healthcare - Automate patient communications
Insurance - Account access for agents & policyholders
Prepaid Cards - Card management & support
Technology & SaaS - Expanded voice and conversation AI capabilties
Utilities - Automated notifications & communications
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