Technology

How to Handle Call Spikes

How To Handle Fluctuating Call Volume

Business, Plum Voice, Technology, Telephony / By

Needlessly looking for a reason to worry? With the holiday season on the crest of an approaching wave many companies that already do the majority of their customer service over the phone will likely see their call volume swell even higher. Likewise, even companies that favor service options using other communications channels will see spikes …

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Master Lego Builder-CPaaS

Become A Master Builder: How a Communications Platform is like Legos

Business, IVR, SaaS, Technology / By

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 …

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How to Reduce Customer Frustration with an Optimized IVR

Call Flow, Customer Experience, IVR, Technology, VoiceTrends / By

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 …

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4 Ways IVR Survey Technology Helps Companies Hear The Voice of the Customer

Call Center, Customer Experience, Customer Satisfaction, Surveys, Technology / By

No matter what business you’re in, it’s important to remember that customers don’t buy from companies, they buy from people. Your customer support team acts as a critical human face for your company; they are the people that your customers buy from, the team that troubleshoots their problems, and the ones who can make or …

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Why Cloud Infrastructure Needs Dispersed Datacenters

Cloud Computing, IVR, SaaS, Security, Technology / By

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, …

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Moving to Cloud-Based Services

Cloud Computing, Security, Technology / By

Cloud services offer infrastructure without administration, predictable costs and lower capital risk. But getting to that promised land from your island of in-sourced headaches involves overcoming three hurdles: moving live data from inside your infrastructure up into the cloud, convincing everyone with security concerns that everything’s going to be alright, and coming up with a …

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