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Over 40 billion credit card transactions are processed annually, and contact centers handle about 4 percent. There is growing pressure to improve the security of payments involving contact center agents, particularly as PCI-DSS standards become stricter and as agents increasingly work at home.  With this growing pressure to improve the security of payments involving contact …

Plum’s Virtual Payment Agent That Conferences Into Calls to Descope Contact Centers from PCI-DSS Read More »

From obtaining quotes, filing claims, or paying bills, insurance customers have no shortage of critical tasks that require contacting their providers.  Insurance companies can modernize their IVR software by automating processes that surprisingly are not typical self-service options that one would expect. Here are 5 ways insurance companies are leveraging IVR software to their advantage: 1- …

5 Easy Ways Modernized IVR Software Is Used for Insurance Companies Read More »

A health center’s ability to deliver world-class care is largely dependent upon effective patient communication—from confirming appointments and reporting test results to obtaining feedback and collecting payments. According to Forrester, approximately 79 percent of customers would rather self-serve than use human-assisted support channels. A major obstacle, however, is the varying degree of comfort and willingness …

Plum Fuse Improves Healthcare Patient Experience Through IVR Interaction Read More »

Finding the best cloud-based IVR for call centers can be a daunting task when you’re looking for something that’s not only easy to use but provides true value to your organization. This is commonly measured by how much the tool will both improve customer experience and increase workforce efficiency. While those are the big ones, …

For The Best Cloud-Based IVR for Call Centers, Look For This Read More »

When it comes to selecting cloud IVR for banking, where should you start? A recent EY Future Consumer Index may have some insight into this. It recently reported that flexibility and security are going to mean more than ever to banking customers in a post-pandemic world. As EY explains, “the link between health and wealth …

How To Find The Best Cloud IVR For Banking Read More »

It has been known the healthcare industry has struggled to transform its patient experience to a modern, consumer-friendly model. However, COVID-19 has forced this industry to rethink the traditional ways of conducting business and ways to better optimize the overall patient experience. Today, it is common practice for healthcare systems to rely on legacy channels …

Your RX for Good CX: Pay by Phone for Medical Billing Read More »

In 2020, the voice channel still accounts for a great deal of credit card transactions, whether for bill pay, purchases, or account renewals. Contact centers handle 1.6 billion credit card transactions annually.  With this in mind, and with the technology used by fraudsters growing ever more complex, security should be a top priority, especially considering …

How To Simplify PCI Compliance With Descoping Read More »

The financial industry is known to move slowly when it comes to adopting new technologies. In the last several months, financial organizations have attempted to show adaptability and flexibility in these times by operating to protect their customers and ensuring banking services remain consistent and fully available to their customers. One piece of technology that …

Why IVRs Are Highly Useful When It Comes to the Banking Sector Read More »

Unintentional Spending Most companies use vendors to provide special services. Oftentimes, the amount you pay to a vendor is a specific amount or falls within a specific range. Imagine, however, the surprise you (or perhaps your accounting department) would experience upon receiving a bill from a trusted vendor that is tens of thousands of dollars …

Protect Your IVR from Attacks with One Simple Tool Read More »