2023-10-23 16:58
Author: RJ Burnham, President and CTO of Plum Voice Plum Voice and Sharpen: Crafting the Future Together In today’s digital age, evolving and innovating are the lifeblood of custo… Read More
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Updates from the IVR and automated communication technology experts at Plum Voice.
2023-07-17 20:10
Conversational AI Voice Chatbot Solutions Modern automation has brought together various aspects of a customer’s voice from spoken to written word. When combined into a communication p… Read More
2023-06-16 18:44
A large language model (LLM) is a specialized category of artificial intelligence (AI) and generative AI algorithms. LLMs use specific pre-programmed learning methods and an extensive amount… Read More
2023-06-12 19:28
How does Generative AI work? Generative AI has sparked a revolution in various industries – from art and music to natural language processing (NLP). Its integration into interactive vo… Read More
2023-05-16 20:14
What are Audio Prompts? Audio prompts are pre-recorded messages or instructions that play during automated phone calls or interactive voice response (IVR) systems. These prompts guide caller… Read More
2023-04-21 21:48
Hospital Readmissions When a patient leaves the hospital the last thing they want to do is go back. Yet, hospital readmissions happen all of the time with studies showing 1 of ever 4 patient… Read More
2023-02-02 22:15
What is Natural Language Processing? Natural language processing (NLP) is a subfield of artificial intelligence (AI) based on the interactions between computers and humans. NLP enables machi… Read More
2023-01-20 19:57
I’m not a coder, nor a developer, and I’m nowhere close to being a technical resource, but I can tell you first hand that Plum Fuse is a very intuitive tool on a secure cloud pla… Read More
2022-12-09 19:56
What is a Chatbot? A chatbot is a coded software program that engages with a customer visiting your platform, while acting as a real human that can answer customer support questions. Dependi… Read More
2022-12-09 19:56
What is a Chatbot? A chatbot is a coded software program that engages with a customer visiting your platform, while acting as a real human that can answer customer support questions. Dependi… Read More
2022-05-18 15:55
Are you looking to build a chatbot? If you have started your search, you know that there are a number of options and you probably already realize that a chatbot will lead to growth. Whether… Read More
2022-05-11 14:39
Whatever your industry—integrating automated chat capabilities, like an AI chatbot, into your customer service plan is a game-changer! As we’re sure you know, customer service is… Read More
2022-05-04 14:58
Like most technology, Interactive Voice Response (IVR) has evolved over the years. From automatic switchboards to completing self-service tasks like activating a credit card or paying a bank… Read More
2022-04-27 17:34
Insurance customers keep insurance companies busy! From filing claims, making payments, and inquiring about quotes—there’s never a shortage of customer traffic. Conversational AI… Read More
2022-04-19 16:03
Utility companies are increasingly incorporating conversational AI into their contact centers. The benefits, ranging from better customer service to improved customer safety, are reason enou… Read More
2022-04-13 14:55
Your customer’s banking experience should be both convenient and efficient. Long wait times and complicated phone menus can cause customers stress, anger, or confusion—and possib… Read More
2022-04-06 16:53
The phrase “time is money” rings true in every call center. Every minute a live agent spends talking to a caller, there is a cost. And every minute a caller sits on hold waiting… Read More
2022-03-23 15:19
Natural Language Processing (NLP) helps computers understand the meaning, intent and sentiment behind a conversation. NLP is the modern technology that is responsible for computer software t… Read More
2022-03-11 19:42
The new age of customer service is becoming the age of Conversational AI. Companies large and small often struggle with delivering the best customer service possible. The quality of your cus… Read More
2022-02-17 19:03
Even in today’s world of text-based chatbots and social media support channels, 76% of customers still use voice when contacting customer service. That’s significant. And when cu… Read More
2022-02-09 18:47
Nine Things To Look For In IVR Payment Systems The easier your customers can solve their problems, get information or make payments with a self-service solution, the happier they will be. Se… Read More
2022-01-26 15:30
When conversational artificial intelligence (AI) is implemented properly, it can recognize a user’s text and/or speech, understand their intent and react in a way that imitates human c… Read More
2022-01-19 15:42
Whether a person visits a website or contacts a call center, a virtual agent can be used for customer support, lead generation, payment processing, account updates or information gathering… Read More
2022-01-12 16:03
Did you know that 80% of consumers have changed brands because of a poor customer experience, and nearly half will switch brands after just one negative customer interaction? At a time when… Read More
2021-12-15 16:02
In an industry as huge as healthcare, it’s no surprise that organizations rely heavily on their contact centers. And, even more than in other industries, callers typically need resolut… Read More
2021-12-03 15:25
Intelligent virtual agents (IVAs) are increasingly being used across teams to unlock hidden efficiency as well as deliver improved customer satisfaction and maintain security so you know you… Read More
2021-11-17 16:01
If you have had any recent experience with a call or contact center, you may have heard the term Intelligent Virtual Agent, or IVA for short. Intelligent Virtual Agents (IVAs) recreate the v… Read More
2021-11-03 14:40
My favorite lip sync battle on Jimmy Fallon is Emma Stone performing “All I Do is Win”, by DJ Khaled. She is great, the song is great and it reminds me of a great tagline I hear… Read More
2021-10-14 15:03
Many business leaders have heard of a “bot” or a “chatbot” or a computer program that can interact with customers with little to no assistance. They’ve probably… Read More
2021-09-24 15:19
Are IVR Payments Safe? Automation is one of the best options available today for improving the efficiency of your call centers. No big surprise there! But there is often still hesitation aro… Read More
2021-09-21 14:07
Banking and financial services customers have high expectations for quality customer service – after all, their money and their time are both involved. In fact, Forrester found that 66… Read More
2021-09-14 14:54
Conversational AI powered IVR is shaping up to be the next major shift in voice communications. It’s easy to understand why. Conversational AI offers the ability to vastly improve cust… Read More
2021-08-16 16:09
Companies often want to compare options for in-house builds vs. outsourced solutions. Anyone selling products or services to enterprise customers has probably heard this conversation ma… Read More
2021-07-19 16:25
Are you still using that old 90s IVR? It’s time to update and thrill your callers with the latest and greatest voice automation. It’s very doable! And what’s more, you can… Read More
2021-06-07 13:55
I recently read an article on speaking up at work. The article was all about how important it is to share your unique voice and that how you are perceived really depends on how effectively y… Read More
2021-04-13 12:00
Years ago the singer Harry Nilsson told us that one was the loneliest number. Combine that idea with the ring of power—“one ring to rule them all”—from Tolkein’… Read More
2021-03-04 14:29
Designed correctly, virtual agents reduce operational costs and improve the customer experience – all while upholding the highest of security standards. The final product is efficient… Read More
2021-02-12 15:15
Any call center seeking to improve customer experience, cut costs and/or optimize their technology would be remiss in not considering an intelligent virtual agent (IVA). IVAs provide a moder… Read More
2021-01-27 15:34
It’s no secret that Artificial Intelligence (AI) has infiltrated many aspects of today’s business world, and customer service is no exception. With the help of AI and Natural Lan… Read More
2021-01-19 16:28
As artificial intelligence (AI) technology has matured in recent years, it’s possible applications have exploded. From meowing on command to cleaning your house (and more than a few th… Read More
2021-01-15 16:49
Today, conversational platforms are used by developers to build conversational user interfaces, chatbots and virtual assistants for integration into messaging platforms, social media, S… Read More
2020-12-17 14:35
Interactive Voice Response (IVR) technology has been around in commercial space since the 1970s and has become ubiquitous to the point where most people anticipate it when calling company ph… Read More
2020-12-10 17:20
When seeking new IVR vendors for your contact center, there are, of course, many priorities to juggle. What option has the best price? Is the solution scalable? Is the platform kept up to da… Read More
2020-12-03 15:28
Whether your contact center handles sensitive information such as payment credentials, SSN’s, and medical history or merely names and phone numbers, data security should be a priority… Read More
2020-11-03 16:13
Conversational AI is the darling of the IVR space these days for its ability to vastly improve customer calls in measurable ways. But how does conversational AI work? This technology not onl… Read More
2020-10-27 15:57
From credit and debit cards to gift and prepaid cards, when it comes to the best IVRs for card activation it’s more about the customer experience than ever before. From ease of use to… Read More
2020-10-22 13:43
The Health Insurance Portability and Accountability Act (HIPAA) mandates that healthcare organizations take the protection of personal medical information seriously, but equally important is… Read More
2020-10-19 14:00
Over 40 billion credit card transactions are processed annually, and contact centers handle about 4 percent. There is growing pressure to improve the security of payments involving contact c… Read More
2020-10-12 16:15
From obtaining quotes, filing claims, or paying bills, insurance customers have no shortage of critical tasks that require contacting their providers. Insurance companies can modernize… Read More
2020-10-05 14:14
A health center’s ability to deliver world-class care is largely dependent upon effective patient communication—from confirming appointments and reporting test results to obtaini… Read More
2020-09-29 18:16
Finding the best cloud-based IVR for call centers can be a daunting task when you’re looking for something that’s not only easy to use but provides true value to your organizatio… Read More
2020-09-22 18:19
When it comes to selecting cloud IVR for banking, where should you start? A recent EY Future Consumer Index may have some insight into this. It recently reported that flexibility and securit… Read More
2020-09-21 13:48
It has been known the healthcare industry has struggled to transform its patient experience to a modern, consumer-friendly model. However, COVID-19 has forced this industry to rethink the tr… Read More
2020-09-14 14:00
In 2020, the voice channel still accounts for a great deal of credit card transactions, whether for bill pay, purchases, or account renewals. Contact centers handle 1.6 billion credit card t… Read More
2020-09-01 13:45
The financial industry is known to move slowly when it comes to adopting new technologies. In the last several months, financial organizations have attempted to show adaptability and flexibi… Read More
2020-08-04 18:34
Unintentional Spending Most companies use vendors to provide special services. Oftentimes, the amount you pay to a vendor is a specific amount or falls within a specific range. Imagine, howe… Read More
2020-07-31 18:36
It’s no secret that, historically, interactive voice response (IVR) gets a bad rap. How can a technology that is so naturally intuitive, like voice, become so frustrating for so long?… Read More
2020-07-08 14:31
More and more companies are striving to implement Artificial Intelligence (AI) within their organization for a variety of reasons including, improved operational reliability, accuracy, and R… Read More
2020-07-07 14:00
Healthcare is a multi-trillion-dollar business in the United States. Despite all the money that flows into and through healthcare providers, the industry as a whole suffers from drastic frag… Read More
2020-07-01 14:35
Voice has been the primary channel of communication between a company and its customers ever since the advent of the telephone. Not only can customers truly express their complaints to the c… Read More
2020-06-30 17:04
Why IVR solutions are critical to effective CX Businesses know that access to technology means there are more players in the game. That means they have to find new ways to differentiate from… Read More
2020-05-04 12:10
We’ve got a new look, full of features and customized solutions to meet all your needs! We are excited to announce after months of hard work, the brand new, user-friendly Plum Voice we… Read More
2020-04-01 14:16
The current environment caused by this global crisis is rapidly evolving, and businesses across the globe are trying to understand its impact. We know that there are particular concerns that… Read More
2020-03-23 08:16
In the future, when we look back on the current world situation, what will the story of your company be? Surely the widespread operational changes we’re seeing at this time are unprece… Read More
2020-03-16 08:34
Ever feel like your business operations teams don’t know what they don’t know? Customer service doesn’t know how to tell sales and R&D what product complaints they&rsqu&hell…Read More
2020-03-10 20:26
If you’re wondering how best to automate your contact center’s customer service options, you’re certainly not alone. Contact centers are still going strong in 202… Read More
2020-02-25 08:10
Perhaps the best word to describe how many customers feel about the voice self-service channel is ‘conflicted.’ While they understand why businesses use self-service, and they ap… Read More
2020-02-21 05:39
The first hint of spring is in the air! And that means a customer service professional’s thoughts turn to… a solid spring cleaning for your contact center’s customer exper… Read More
2020-02-12 08:04
The global interactive voice response market has a projected 7% CAGR through 2023, with revenues of more than $3.7 billion USD. This is because IVR has been proven to benefit both customers… Read More
2020-02-05 14:36
In the wake of the 2020 Iowa Democratic caucus, it seems that no matter where you turn people are frustrated. The root of this frustration revolves around technology. The general outline of… Read More
2020-02-05 07:35
As anyone who works in healthcare knows, today’s patients want more than the basics of treatment. They expect their experience with your healthcare facility to be convenient for them… Read More
2020-01-28 11:53
Like they have in other industries, artificial intelligence and machine learning are truly disrupting the banking and financial services industry. In fact, Accenture predicted that last year… Read More
2020-01-10 16:19
Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolv… Read More
2020-01-10 16:11
Why is it that everyone talks about hype cycles, but never about adoption, or implementation, or deployment cycles? Perhaps it’s that ‘hype’ is a sexier term that connotes… Read More
2019-12-16 07:49
Let’s talk in business clichés for just a moment: If you had to pick the “low-hanging fruit” of processes in your contact center that could lead to the “most b… Read More
2019-12-05 07:29
Businesses increasingly are shifting work to remote or mobile workforces and for good reason. Not only can recruitment for employees span beyond the local area of a corporate office, it can… Read More
2019-12-03 16:43
Get More from Conversational IVR Conversational IVR is shaping up to be the next major shift in voice communications. It’s easy to understand why. Conversational IVR speeds up customer… Read More
2019-11-27 06:33
Outbound reminders were once exclusively handled by call center agents working from a list of customer phone numbers. While there are still reasons to use agents for some outbound call remin… Read More
2019-11-25 07:00
Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand… Read More
2019-11-22 18:05
The California Consumer Privacy Act Data privacy and security is an ever-present concern in our increasingly digital lives. Recently, the state of California took legislative measures to ens… Read More
2019-11-20 06:12
Businesses love numbers, so it’s no surprise that historically a fair amount of energy has gone into trying to quantify paths to success. Examples include the 80/20 rule of sales as we… Read More
2019-11-13 18:23
Here at Plum Voice, we talk a lot about how our IVR solutions can help improve your customer service offerings. It’s not enough, however, to simply talk the talk. It’s just as im… Read More
2019-11-13 06:02
In the realm of the contact center, keeping down the cost of outbound calls is a primary focus. The goal should always be to manage outbound call cost with customer experience quality. Getti… Read More
2019-11-07 04:47
What Does This Even Mean? “At scale,”one of the more daunting phrases for any contact center. Whatever the initiative is, it’s so important that it’s not good enough… Read More
2019-10-30 05:41
It can be tough to reconcile the ideal of medical care with the operational realities of running a healthcare organization, not to mention your patients’ daily lives. Optimal care is d… Read More
2019-10-18 06:07
While there’s plenty of singing about sleigh bells ringing during the holidays, businesses typically are more focused on their phones ringing. Yet, sales and marketing success requires… Read More
2019-10-04 05:35
An important part of the customer experience is the payment process. Of course, you want it to be fast and frictionless for your customers, regardless of the channel they choose. In the case… Read More
2019-09-24 09:40
Whether you’re just starting your search for an interactive voice response (IVR) solution or are well into the decision-making process, it’s important to understand the basics of… Read More
2019-09-19 05:56
We live in an age where a person’s entire life can be represented digitally. It could be argued that every minute of our days, no matter how trivial, can be accounted for by some digit… Read More
2019-09-10 06:32
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… Read More
2019-09-04 06:02
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 t… Read More
2019-08-22 06:26
Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works. If it runs smoothly and without wait ti… Read More
2019-08-19 14:39
Smell may be the sense tied closest to memory, but the sound of a loved one’s voice can’t be too far behind it. For those that work in high pressure and/or dangerous jobs, hearin… Read More
2019-08-16 16:06
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… Read More
2019-05-30 16:07
There’s been a lot of chatter recently about robocalls and how annoying and bothersome they are. No doubt you’ve experienced these in your own right. And while these unwanted pho… Read More
2019-05-06 15:44
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… Read More
2019-03-05 17:20
When we first created apps for our Fuse+ platform we looked at common use cases across all the different industries that we serve and built apps that cater to those tasks. So, while pretty m… Read More
2019-02-07 19:35
It’s critical for all people to be able to communicate with other. For non-hearing individuals there are several options that allow them to communicate with hearing people using tradit… Read More
2019-01-15 18:18
Everything in healthcare evolves out of interactions between providers and patients. So, making and keeping appointments is mission-critical for many healthcare providers. But people miss ap… Read More
2018-11-01 17:27
It can be difficult to get your voice channel just exactly perfect. It may seem impossible to find a solution that is easy for your IT and development teams to manage and use, and something… Read More
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