About Plum Voice
From a development perspective, building voice applications is similar to creating web pages. Web pages use HTML and a web browser to send and receive text and images over the internet.Likewise, VXML applications act as a voice browser to input and output audio over the public switched telephone network (PSTN) or voice over internet protocol (VoIP). The obvious difference is that you access a web browser on a computer or a voice browser with a telephone.IVR and other voice applications, like those built on the Plum DEV platform, connect to the internet in the same way as a web browser. The main difference is that IVR talks to web servers using VXML instead of HTML.Recent improvements to IVR systems enable them to do much more than simple data presentation and collection. They can answer questions in a more human-like manner for better customer service. Plum Voice has modern IVR applications that possess powerful, robust features. They help businesses automate complex processes, use real time data, reduce costs and improve customer satisfaction.Automate Phone Systems with Virtual AgentsUsing Plum Voice’s IVR platform, businesses can utilize Plum DEV and Plum Fuse to create their own voice automation solutions. Of course, self-service can take on different forms. Plum Voice is focused on addressing customer concerns via the voice channel by automating common and repetitive tasks over the phone, using self-service applications.Customers want their issues resolved quickly and efficiently. Implementing intelligent virtual agents (IVAs) to replace or augment live agents in a contact center is one way to raise the bar in meeting customer expectations. With IVAs, companies can collect and disseminate information quickly, while saving on live customer support costs.Learn More Here
Key features of the Plum Voice that are enabled through these drivers include:
- What is Conversational AI? - Plum Voice
- Notice history - Plum Voice - Status
- What Are Surveys Again? - Plum Voice
- Voicemail related questions – Plum Voice
- Repeating variable digits – Plum Voice
- SERVICE LEVEL AGREEMENT - Plum Voice
- Banking Financial Services - Plum Voice
Making Data Matter to You and the Customer VoiceTrends is an analytics toolkit designed to measure the performance of voice applications built with Plum Voice’s DEV, Fuse and Insight tools on the Plum Voice platform.Set it and forget it doesn’t work with phone automation. The metrics in VoiceTrends allow you to see how your callers interact with your application and make adjustments to improve the caller experience, attain first-call resolution, improve call containment and send calls only to agents that need to be handled by an agent. All of this means less time on hold and greater satisfaction for customers with lowercosts to your business. Measure Voice Applications VoiceTrends is an advanced IVR call analytics tool designed to measure the performance of voice applications built with Plum Voice’s DEV, Fuse and Insight tools. It is exclusively available on the Plum Voice platform. Simple and Easy to Understand Reporting For easy understanding, VoiceTrends represents voice analytics and reporting in data visualizations. Users can parse data over a variety of time periods to better see and analyze trends. The data collected by VoiceTrends helps companies to continuously monitor their voice applications, identify areas for improvement or optimization and deliver the best customer experience possible. VoiceTrends Features MONITOR APPLICATION PERFORMANCETrend analysis provides graphical representations of call volume, event tracking and application performance. Use this information to improve and streamline your call flow. TROUBLESHOOT AND IMPROVE PERFORMANCEThe performance tracker keeps tabs of application errors to help identify trouble areas and improve applications. INTUITIVE NAVIGATIONVoiceTrends has its own unique web portal which expands Plum Voice’s commitment to roles-based management of communications applications. OPTIMIZE CUSTOMER-FACING APPLICATIONSWith continuous analysis, optimization and maintenance of your voice applications, you can provide a better customer experience, have higher call containment and lower customer service costs. A/B TESTINGUtilize A/B testing capabilities to optimize call-flows for better performance. TECHNICAL SUPPORTTechnical support is included with a Plum Voice subscription to ensure customer success throughout their lifecycle. RELIABLE, SCALABLE AND SECURE CLOUDPlum Voice’s platform is built on a fault-tolerant and scalable cloud architecture which eliminates on-site hardware and support. It is delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications.
