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

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.

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 platform. The Plum Fuse low-code tool is the best programmable GUI interface for building out voice automation applications – whether it’s for a great caller experience or automated self-service. If you need to create great caller experiences without having even a little technical understanding, then you’ve found the right product with Plum Fuse.Plum Voice recently announced that they have added a Template Center to the Fuse tool. Users now have access to over 37 templates which are immediately available with more in development. Users can choose the appropriate template to build a voice application for their business needs, then customize it to be unique to their brand and business operations. Templates are easily sorted by industry or searchable by application name.Why are Pre-Built Templates Important?Templates serve a valuable purpose. They are good examples of best practices for building voice applications. Utilizing templates at the beginning of the development process saves developers and users significant time in building applications. Much of the heavy lifting for coding, logic and workflow has been worked out for quick development and implementation. This enables more productive and efficient use of employee time and reduces the associated expenses tied to development, coding and testing.What is Plum Fuse?Plum Fuse is a visual interactive voice response (IVR) tool used to build voice applications.

Plum Voice has launched AI Fusion, bringing together natural language resources from Amazon, Google, IBM, Microsoft, and Nuance Communications to streamline the process of creating and tuning intelligent virtual agents (IVAs).AI Fusion helps developers and companies benefit from the best of evolving AI resources, minimizes lock-in to any one AI engine, and accelerates the timeframe for deployment of effective AI solutions.Plum Voice has also augmented its pre-built application templates and modules to leverage AI Fusion in virtual agents for finance, healthcare, utilities, education, and other industries. Even legacy virtual agent applications running on the Plum Voice platform can now leverage multiple AI engines in real time. Applications are created and augmented via Plum’s curated collection of APIs and/or via the Fuse visual builder, a tool that enables low-code/no-code dialogue construction and management."AI Fusion furthers the core mission of Plum Voice, which is to provide a comprehensive, secure, and reliable set of communication building blocks to enable digital transformations of the customer journey," said Matt Ervin, CEO of Plum Voice, in a statement. "Increasingly those customer journey transformations involve leveraging AI efficiently."Our platform was already providing top-notch first call resolution rates, and now AI Fusion enables further gains in automation rates and consumer satisfaction," Ervin added. "Moreover, the AI Fusion ecosystem supported by Plum Voice will continue to evolve as the cutting edge of technology progresses. Our clients will benefit from advances in AI on a variety of fronts. The hard work invested to optimize dialoueg state transitions and business logic remains useful even as the underlying AI resources improve."