Call Flow

Boost Your Automation from Good to Great

Plum Fuse: The No Coding Route that Boosts Your Automation from Good to Great.

Business, Call Flow, Plum Fuse, Technology / By

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 do it. YOU can build great automated calls! Not a developer? NOT a problem! Plum Voice’s Fuse product is the best GUI interface for …

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How Your Business Can Hit the 90/10 Rule for Call Automation

Business, Call Center, Call Flow, IVR / By

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 well as a traditional benchmark for contact centers that states 80 percent of your calls should be answered in 20 seconds or less. However, …

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How to Reduce the Cost of Outbound Calls

Call Center, Call Flow, Customer Experience / By

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. Getting the balance right means implementing a multi-pronged approach that optimizes agents, support staff, technology and training. Start with a Call Calculation Contact …

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Eight Ways to Smooth Out Your Clunky Call Experience Before the Holidays Hit

Call Flow, Customer Experience, IVR / By

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 callers to have a seamless, individualized experience when they dial for assistance. The time to consider the caller experience isn’t when we’re in the final countdown to the …

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Fairly Allocate Call Transfers to Multiple Contact Centers

Business, Call Center, Call Flow / By

Juggling Multiple Call Centers When customers call your company, you can provide a wide range of information and services with the right IVR applications. Sometimes, however, customers have complex issues that automation can’t address. When this happens, you want to make sure that you transfer your customer to the best possible person to quickly resolve …

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The Fastest, Easiest Way to Add Secure Phone Payments

Call Flow, Payments, Plum Fuse / By

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 …

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3 Ways To Improve IVR Containment Rates Without Touching Your IVR

Call Flow, Customer Experience, IVR, Omnichannel, Payments / By

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 …

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