Telephony

One Number to Rule Them All

One Number to Rule Them All: Using a single number for Voice and SMS applications

Customer Experience, Customer Satisfaction, SMS, Technology, Telephony / By

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’s Lord of the Rings, and you might think it’s lonely at the top. When it comes to managing combined voice and SMS applications, however, having only one …

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Making A Difference on the Front Lines: Military and First Responders Family Story Project by The Voice Library

Telephony, Uncategorized / By

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, hearing the right thing at the right time can make all the difference in the world. The Voice Library provides a way …

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The Blocklist – Secure Your IVR from Unwanted Threats

Business, IVR, Security, Technology, Telephony / By

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 phone calls are bad enough for an individual, imagine a company having to deal with a constant barrage of unwanted phone calls from fraudsters and other …

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Approaches to Effective Alpha-Numeric Input for your Voice Channel

IVR, Plum Fuse, Technology, Telephony / By

To understand the issues related to alpha-numeric input and IVR, try to remember sending text messages before smartphones. Each number has letters associated with it and you’d have to press the 8-key three times to get the letter V in your message. Compared to what we can do with smartphones, this method seems archaic, time-consuming, …

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The Limitations of Automatic Speech Recognition & How to Combat Them

IVR, Speech Recognition, Technology, Telephony / By

Automatic Speech Recognition (ASR) is pretty cool technology. Simply say something and a machine will do what you ask it to do. Usually. When an ASR grammar is tuned properly and the call conditions are good, ASR works really well. Unpacking that last sentence should help you understand a bit more about ASR, how it …

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

Case Study, Cloud Computing, Surveys, Telephony / By

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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CTI Main Image

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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