Plum Voice Email API

All individuals have to their data. Plum strives to ensure that it is well-informed of these individual rights, and ensures that its policies and procedures are constantly updated to reflect new changes and additions to the relevant sections of the GDPR that reference individual rights.These rights include, but are not limited to the following:New Choices for Users to Manage the Privacy and Accuracy of Their DataAll individuals of whom Plum collects personal data has the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning him or her or similarly significantly affects him or her. Plum wants all users to be aware of the following choices regarding the vendors Plum uses for data collection purposes.As Related to HubspotAll emails that Plum Voice sends through Hubspot have an “Unsubscribe” Option. Any user that wishes to stop receiving emails will no longer receive emails by enabling this option.As Related to SalesforcePlease see below for options on making requests to delete or modify data held in Salesforce.Breach NotificationIn the event that individual personal data is acquired, or is reasonably believed to have been acquired, by an unauthorized person, and applicable laws including the GDPR requires notification, Plum will notify the affected individual of the breach. Plum recognizes that the GDPR includes strict notification guidelines, which includes the notification of a personal data breach to relevant supervisory authority within 72 hours after having become aware of the breach, unless the breach is unlikely to result in the rights and freedoms of natural persons. Unless otherwise required by law, Plum will first notify the affected individual via email or fax. If Plum is unable to contact the individual by email or fax, a notice will be sent by U.S. mail. Notice will be given promptly,

Customers back when an agent is free—automatically, via outbound calling.Callback relies on automated voice technology. When a caller chooses a callback, the IVR system that accepts the request can communicate directly with the call center system. It places an outbound call to the customer and connects that call to an available agent. All of this takes place without additional human intervention.According to Software Advice’s Craig Borowski, the company behind the survey, call centers have been at the forefront of technology use, employing advances like auto-dialers, voice-over-internet protocol (VoIP), and computer-telephony integration (CTI).“A large portion of the developments, though, focus on streamlining call center operations, increasing efficiencies, and boosting the bottom line,” Borowski wrote via email. “Other areas of development, such as those that focus on improving customer experience, have sometimes taken a back seat.”It’s Not Going AwayThe problem with this is that we know how critical customer experience is to customer satisfaction and retention. That’s why Plum Voice has created tools to assist with building IVR systems. Plum Fuse and Plum DEV are designed to address both operational efficiency and the customer experience.As communications technology continues to improve, customers’ expectations will increase and require a faster response. That’s why overall customer experience is such an important differentiator.An article from CBS News’ MoneyWatch, suggests that “Nothing says, ‘We care’ quite like picking up the phone on the first ring or answering an email quickly.” This article also provides a list of the companies with the fastest callback and return email times.Caller PatienceAnother study, from the University of Chicago Booth School of Business, examined caller patience. Some may say that the title of the study’s press release cuts to the quick: “Hang Up or Hold On? Study Helps Call Centers Know When Patience Is Running Out.” In the study, researchers looked at 1.3 million calls placed to a bank’s call center and used that data to develop “a more accurate approach to modeling caller patience than ever before.”“Knowing when a person decides to hang up or hang on is vital to streamlining call center operations, minimizing caller frustration, and maximizing each customer service encounter,” the study’s authors stated. “The previous models used assumptions of caller abandonment that were easy to apply and analyze but didn’t provide a reasonable picture of people’s patience.”In our data-driven world, call center performance analysis gets even more complicated, forcing businesses to take it more seriously. “When a

From a development perspective, building voice applications is similar to creating web pages. Web pages use HTML and a web browser to send and receive text and images over the internet.Likewise, VXML applications act as a voice browser to input and output audio over the public switched telephone network (PSTN) or voice over internet protocol (VoIP). The obvious difference is that you access a web browser on a computer or a voice browser with a telephone.IVR and other voice applications, like those built on the Plum DEV platform, connect to the internet in the same way as a web browser. The main difference is that IVR talks to web servers using VXML instead of HTML.Recent improvements to IVR systems enable them to do much more than simple data presentation and collection. They can answer questions in a more human-like manner for better customer service. Plum Voice has modern IVR applications that possess powerful, robust features. They help businesses automate complex processes, use real time data, reduce costs and improve customer satisfaction.Automate Phone Systems with Virtual AgentsUsing Plum Voice’s IVR platform, businesses can utilize Plum DEV and Plum Fuse to create their own voice automation solutions. Of course, self-service can take on different forms. Plum Voice is focused on addressing customer concerns via the voice channel by automating common and repetitive tasks over the phone, using self-service applications.Customers want their issues resolved quickly and efficiently. Implementing intelligent virtual agents (IVAs) to replace or augment live agents in a contact center is one way to raise the bar in meeting customer expectations. With IVAs, companies can collect and disseminate information quickly, while saving on live customer support costs.Learn More Here

Making Data Matter to You and the Customer VoiceTrends is an analytics toolkit designed to measure the performance of voice applications built with Plum Voice’s DEV, Fuse and Insight tools on the Plum Voice platform.Set it and forget it doesn’t work with phone automation. The metrics in VoiceTrends allow you to see how your callers interact with your application and make adjustments to improve the caller experience, attain first-call resolution, improve call containment and send calls only to agents that need to be handled by an agent. All of this means less time on hold and greater satisfaction for customers with lowercosts to your business. Measure Voice Applications VoiceTrends is an advanced IVR call analytics tool designed to measure the performance of voice applications built with Plum Voice’s DEV, Fuse and Insight tools. It is exclusively available on the Plum Voice platform. Simple and Easy to Understand Reporting For easy understanding, VoiceTrends represents voice analytics and reporting in data visualizations. Users can parse data over a variety of time periods to better see and analyze trends. The data collected by VoiceTrends helps companies to continuously monitor their voice applications, identify areas for improvement or optimization and deliver the best customer experience possible. VoiceTrends Features MONITOR APPLICATION PERFORMANCETrend analysis provides graphical representations of call volume, event tracking and application performance. Use this information to improve and streamline your call flow. TROUBLESHOOT AND IMPROVE PERFORMANCEThe performance tracker keeps tabs of application errors to help identify trouble areas and improve applications. INTUITIVE NAVIGATIONVoiceTrends has its own unique web portal which expands Plum Voice’s commitment to roles-based management of communications applications. OPTIMIZE CUSTOMER-FACING APPLICATIONSWith continuous analysis, optimization and maintenance of your voice applications, you can provide a better customer experience, have higher call containment and lower customer service costs. A/B TESTINGUtilize A/B testing capabilities to optimize call-flows for better performance. TECHNICAL SUPPORTTechnical support is included with a Plum Voice subscription to ensure customer success throughout their lifecycle. RELIABLE, SCALABLE AND SECURE CLOUDPlum Voice’s platform is built on a fault-tolerant and scalable cloud architecture which eliminates on-site hardware and support. It is delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications.

I’m not a coder, nor a developer, and I’m nowhere close to being a technical resource, but I can tell you first hand that Plum Fuse is a very intuitive tool on a secure cloud platform. The Plum Fuse low-code tool is the best programmable GUI interface for building out voice automation applications – whether it’s for a great caller experience or automated self-service. If you need to create great caller experiences without having even a little technical understanding, then you’ve found the right product with Plum Fuse.Plum Voice recently announced that they have added a Template Center to the Fuse tool. Users now have access to over 37 templates which are immediately available with more in development. Users can choose the appropriate template to build a voice application for their business needs, then customize it to be unique to their brand and business operations. Templates are easily sorted by industry or searchable by application name.Why are Pre-Built Templates Important?Templates serve a valuable purpose. They are good examples of best practices for building voice applications. Utilizing templates at the beginning of the development process saves developers and users significant time in building applications. Much of the heavy lifting for coding, logic and workflow has been worked out for quick development and implementation. This enables more productive and efficient use of employee time and reduces the associated expenses tied to development, coding and testing.What is Plum Fuse?Plum Fuse is a visual interactive voice response (IVR) tool used to build voice applications.

Plum Voice has launched AI Fusion, bringing together natural language resources from Amazon, Google, IBM, Microsoft, and Nuance Communications to streamline the process of creating and tuning intelligent virtual agents (IVAs).AI Fusion helps developers and companies benefit from the best of evolving AI resources, minimizes lock-in to any one AI engine, and accelerates the timeframe for deployment of effective AI solutions.Plum Voice has also augmented its pre-built application templates and modules to leverage AI Fusion in virtual agents for finance, healthcare, utilities, education, and other industries. Even legacy virtual agent applications running on the Plum Voice platform can now leverage multiple AI engines in real time. Applications are created and augmented via Plum’s curated collection of APIs and/or via the Fuse visual builder, a tool that enables low-code/no-code dialogue construction and management."AI Fusion furthers the core mission of Plum Voice, which is to provide a comprehensive, secure, and reliable set of communication building blocks to enable digital transformations of the customer journey," said Matt Ervin, CEO of Plum Voice, in a statement. "Increasingly those customer journey transformations involve leveraging AI efficiently."Our platform was already providing top-notch first call resolution rates, and now AI Fusion enables further gains in automation rates and consumer satisfaction," Ervin added. "Moreover, the AI Fusion ecosystem supported by Plum Voice will continue to evolve as the cutting edge of technology progresses. Our clients will benefit from advances in AI on a variety of fronts. The hard work invested to optimize dialoueg state transitions and business logic remains useful even as the underlying AI resources improve."