Technology

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Transcription vs. ASR: Which Is Right For You?

Customer Experience, IVR, Speech Recognition, Technology / By

It happens all the time with technology: two different processes that share some similarities get conflated. People say one thing and really mean the other, and vice versa. One area where we see this with audio related processes involves automatic speech recognition (ASR) and transcription. What both of these things tend to suffer from is …

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IVR Phone Banking – Your Starting Point For Providing Better Customer Experience

Finance, IVR, Omnichannel, Security, Technology / By

From Here to There and Everywhere Are we seeing the swan song of brick-and-mortar store fronts for banks? It’s no secret that mobile banking has taken off in recent years. People are more likely to stand outside their bank and complete a transaction on their phone than to actually go inside. Scaling back the number …

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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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Experts Reveal How to Get Healthy, HIPAA-Compliant IT

Healthcare, Security, Technology / By

Personal medical information may be the only type of data that is more valuable to internet ne’er-do-wells than credit card information. Health care data breaches are serious business so having security measures in place to protect patient information is critical. The federal government passed the Health Insurance Portability and Accountability Act of 1996 (HIPAA) to …

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SMS – Tap into the Customer Service Channel Customers Actually Engage With

Customer Experience, Omnichannel, SMS, Technology / By

You want to make sure that your most important communications actually make it to your customers and that they engage with them, right? That’s a pretty basic desire no matter what business or industry a company is in. Nowadays there are so many different communications channels it can be difficult to know which one is …

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