interactive voice response
All about that base Most people have spent time building with Legos at one point in their lives. The great thing about Legos is that you can build virtually anything you can imagine with those little interlocking bricks. What makes Lego creations even better? When you have a base plate to go along with all …
Become A Master Builder: How a Communications Platform is like Legos Read More »
Recently I called my local hardware store with a question about a scheduled door installation. The phone menu had an option for the windows and doors department, but it was about the twelfth option on what one would consider the second “page” of the menu. The store created even more confusion when an employee answered …
How to Reduce Customer Frustration with an Optimized IVR Read More »
In an era of digital communication and vast social media influence, it has become incredibly easy for consumers to voice their opinions about the companies they frequent, support, or vilify. One disgruntled customer can rally thousands in a matter of hours with nothing more than a 140-character blurb gone viral. Every individual has potential access …
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, …
Why Cloud Infrastructure Needs Dispersed Datacenters Read More »
No one likes waiting on hold, especially for mundane tasks like checking an account balance. Here’s a SlideShare deck with five ways to avoid putting customers on hold, ever.
Peter Theis, ‘father of the automated switchboard’ and Public Enemy Number 1 for everyone who dislikes automated phone systems, talking with the LA Times: I’m the guy who did it, yeah. I am ultimately to blame. I’m Dr. Frankenstein…When I invented it, I knew this would be huge. My goal was to improve the efficiency …
Recently, a company of which I’m a customer revamped their call center technology, but instead of leveraging new features to create a better caller experience, they made it worse. All of a sudden, their system doesn’t remember my personal data and call history like it used to, and, therefore, doesn’t predict why I’m calling anymore. …
Don’t Use Old Techniques with Your New Call Center Technology Read More »
The consequences of a buggy automated call center are all to familiar: frustrated customers and system engineers spending too much time squashing bugs and getting the system to work correctly. If the system doesn’t function well then it’s not much good to customers in the first place. In an odd twist of irony, newer systems …
5 Reasons You Need Mature And Stable Contact Center Technology Read More »
It can take months to find and purchase a business technology. We spend hours and hours comparing technologies and vendors. And although price often trumps many of our concerns, that doesn’t diminish their importance. Here are three key things to keep in the forefront of our minds when choosing a technology vendor: 1 Industry Expertise …
3 Reasons Why Your Technology Vendor Is as Important as the Technology Read More »
There are a few ways to pay with a credit card. They’re all vulnerable to attack from industrious criminals, but some are more vulnerable than others… Point-of-Sale (POS) Terminal The Process: You hand your card to an employee, who swipes it at the POS terminal. After encryption, your credit card information goes over the phones …
Payments - Process secure customer payments over the phone
Account Inquiries & FAQs - Handle repetitive queries with ease
Card Activations & Servicing - Improve card profitability
Surveys - Build voice surveys in minutes
Mobile Workforce Reporting - Automate timekeeping processes over the phone
Notifications & Reminders - Leverage voice dialogs and SMS to get the word out
DEV - Programmable voice platform for dynamic, complex, and secure apps
Fuse - Programmable GUI environment that enables team collaboration for voice apps
SecureAssistant - Agent-present virtual voice assistant for secure payments
Insight - Omni-channel survey creator
VoiceTrends - Analytics for voice applications
Conversational AI - Understand caller intent
Professional Services - Accelerate deployment for rapid ROI
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