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
One of Plum’s clients is a major payment aggregation (MPA) company based in Seattle, Washington. The company offers customers a platform to pay bills and manage important documents, securely, in one place. The problem that led MPA to Plum began with a client request. One of the company’s major clients offered the company exclusive handling… Read More
Simplicity. It’s something that many people want, but few attain. This especially rings true when we’re talking about telephony. Combining telephony with other complex tasks, like payment processing certainly doesn’t lend itself to simplicity either. Yet many companies, especially those that process recurring payments, find themselves navigating on a daily basis. Using an interactive voice… Read More
The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to… Read More
The World of Healthcare Billing A recent article from Advance Healthcare Network highlighted some of the issues that exist in the world of healthcare billing and offered a number of specific areas where healthcare companies can focus their energy to create a better experience for patients. This article demonstrates how no solution exists in a… Read More
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