Data security. Without it, and without your systems unerringly maintaining it, your business could fail for the simple reason that your customers expect data security above everything, even ease and convenience. Adding to the complexity is that health data must now be kept secure in addition to identifying data such as social security numbers and… Read More
Is the word “efficiency” so cliché these days that we’ve forgotten exactly what it means? The Oxford Dictionary defines it as the ratio of useful work performed to the total energy expended. The Business Dictionary switches out the concept of energy with resources expended, which should at minimum include the time taken, the effort made,… Read More
It’s a simple fact that no business survives without revenue coming in. While there are plenty of ways to collect payments, one of the most popular is the phone –and that’s where your contact center gets involved with this mission-critical process. When your customers call to make a payment, contact centers have two basic options:… Read More
Processing payments over the phone is a fast, efficient way for companies to handle the collections process. The Trouble with Voice However… If we’re being honest, companies don’t want to spend a ton of money on their voice channel these days. Of course, that doesn’t mean that companies don’t need or want a voice channel–it’s… Read More
One of the big ideas behind VoiceTrends is that it’s not enough to simply know that your voice apps work. You need to know how well they’re working to truly understand their impact on your customers and the customer experience. If your app isn’t working as intended, you’d want to know, right? When your voice… Read More
Plum Voice has been at the vanguard of voice channel and IVR security for years. We pride ourselves on offering reliable cloud communications products that are compliant with some of the most desirable security standards in existence. These include PCI-DSS, HIPAA, and SOC2. As of May 2018, we can now add Visa Verified to that… Read More
Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in… Read More
The Thing About Chargebacks Let’s be honest: there are several annoying processes that are part-and-parcel to the world of payment processing. Chargebacks are one of them. A chargeback is when a bank forces a company to refund a received payment. Granted, there are times when a chargeback is understandable, like with cases of fraud. But… Read More
One of the challenges of being a leading, major insurance company (MIC) is that at a certain point you have so many customers that it becomes tricky to give them all the attention and service they need. This was precisely the state that one of Plum’s clients found itself in. The company wanted its agents… Read More
As a major healthcare payment processing company (MHPPC), IVR was not a new concept. In fact, MHPPC had a code-based IVR in place before switching to Plum. However, as the company added features to their IVR the code for their legacy IVR became virtually unmanageable. When developers are spending most of their time managing IVR… Read More
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