Cloud Computing

voice recognition

Customer Experience Outsourcing – 6 Considerations Using IVR Systems

Call Center, Cloud Computing, Conversational AI, IVR / By

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 bill—IVR systems have modernized companies with intelligent virtual agents (IVAs). If companies want to stay competitive in their industry, implementing an IVR system will help automate numerous …

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Case Study: Second To None Expands Voice of the Customer Offerings with Plum Voice

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As the old adage goes, the customer is always right. For Second To None, a customer experience research and analytics agency serving leading brands across North America, one of its clients wanted to add telephone surveys to their Voice of the Customer program. At the time, Second To None lacked a voice option for this …

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The Netflix Effect & Why Voice Remains Critical For Customer Service

Cloud Computing, Customer Experience, Customer Service, Omnichannel / By

The Netflix Effect The world of technology often seems like the fallout from Sherman’s march to the sea where old technologies are left smoldering in ashes in the wake of the latest and greatest. We might even call this the Netflix effect. After all, not many people choose VHS as their primary medium for watching …

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Business Logic & Automated Voice Apps: An Introduction

Business, Cloud Computing, Customer Experience, Plum Voice, Technology / By

Here at Plum we take user experience very seriously. That’s why we want to help companies that automate phone calls to provide not only great user experiences, but a solution that’s easy to manage as well. Because if your voice applications are easy to manage there is a lot less potential for disruptions in service …

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A Quick Guide to CTI and Screen Pops

Call Center, Cloud Computing, Customer Experience, IVR, Technology, Telephony / By

Part of our Back to the Basics Series. See also: PSTN, VoIP, SIP Trunking, and Telephony. When it comes to computer telephony integration, or CTI, a significant amount of distortion exists between the textbook definition of the term and what people understand it to mean in today’s business environment. Here we’ll cover what CTI is, what …

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Making the Move to the Cloud: Disruption or Evolutionary Inevitability?

Cloud Computing, Technology / By

Cloud Migration Strategy What is disruption? It’s a buzz words that is bandied about like crazy in the tech world today. A lot of people set their sites on disruption but few actually achieve it. When you think of disruption as a paradigm shift that alters the way an industry functions, when it does occur …

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Why APIs are Key to Successful Cloud-Based Solutions

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The Compatibility Quandary When adopting a new piece of technology one of the concerns that anyone involved with the project has is whether the new solution will play nicely with what is already in place. How many potential technology purchases have died on the vine because of the “I” word? Integration. When we’re talking about …

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PaaS with a Side of SaaS

PaaS with a Side of SaaS: Breaking Down the “aaS” Hierarchy

Cloud Computing, SaaS, Technology / By

Alphabet Soup Studying the New Deal is often an exercise in processing acronyms. More than one university professor has accurately described all the programs created during that period as alphabet soup. Heck, even the president who oversaw the New Deal is referred to by his initials–FDR. Naturally, between the FDIC, WPA, TVA, PWA, AAA, RA, …

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