Unified Communications Featured Article

Plum Voice Receives TMC's Unified Communications Product of the Year Award for VoiceTrends


June 17, 2014

TMC, a global, integrated media company recently recognized Plum Voice’ VoiceTrends with the 2014 Unified Communications Product of the Year Award.

Officials said that Plum Voice’s innovative product VoiceTrends is the only analytics tool on the market designed specifically for automated voice and messaging systems.

It offers organizations with real-time data to optimize interactive voice response applications. It does this by exposing data needed to improve the caller experience and containment rates, thus decreasing contact center costs.

"Successful IVR and messaging applications must be tuned to optimize the consumer convenience," says Plum's President and founder Matt Ervin, in a press statement. "VoiceTrends logs and digests data to show exactly where an application is causing customer frustration—enabling a cycle of improvement informed by meaningful data."

Often, an inefficient automated voice system results in a poor customer experience, increased transfers to more expensive live agents and, as a result, higher overall customer service costs.

Organizations, in order to be successful with IVR, have to tune their applications to optimize the customer experience and minimize call center costs.

Using VoiceTrends, developers and administrators are able to easily see where they can improve their applications.

The tool not only identifies where callers are hanging up or transferring to a live agent but also illustrates which menu options callers choose most.

Later it compares A/B scripts and helps optimize speech recognition, tracks caller choices within each menu and follows users’ paths.

“I am excited to proclaim Plum Voice as a 2014 recipient of TMC’s Unified Communications Product of the Year Award for their innovative product, VoiceTrends,” said Rich Tehrani, CEO, TMC. “Our judges were very impressed with the ingenuity and excellence displayed by Plum Voice in their groundbreaking work on VoiceTrends.”




Edited by Maurice Nagle




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