New Survey Confirms that Plum Voice Delivers Top-Tier Performance to Improve Consumer Experiences and Augment Self-Service Rates

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Plum Voice received high marks from customers for its technology capabilities, support, and ROI.

Plum Voice, an industry leader in providing secure interactive voice response (IVR) and automated speech solutions, today announced the results of TechValidate’s survey of its customer base. The results reflect the value of Plum’s products and its commitment to providing excellent customer service.

“This survey confirms that applications built on our platform are effective, efficient, and well-supported by our team,” said Matt Ervin, the CEO of Plum Voice. “Our technologies enable automated voice dialogs that improve voice self-service and optimize business communications via advanced messaging. The desire to improve consumer satisfaction with voice self-service motivated 41% of surveyed clients to choose Plum, and yet 68% of those same clients actually reported improvements to consumer experiences. That’s a reflection of how well our clients are empowered by Plum to optimize voice self-service in a way that benefits consumers.”

Key findings from the survey include:

  • Before deploying Plum Voice, fewer than 5% of surveyed organizations had containment rates better than 50%. After deployment of Plum Voice, more than 75% of those same surveyed organizations had containment rates of better than 50%
  • 90% consider Plum performance and scalability capabilities better than the competition
  • 83% of surveyed organizations rated Plum’s reliability as best-in-class versus competitors
  • 74% realized value/ROI within six months

One respondent described their Plum experience: “We built an outbound IVR system relatively quickly, and we were able to reduce the number of calls into our call center. The cost of Plum was easily offset by less agent time on calls.”

Plum customer support also received praise from respondents: “The support team at Plum is great to work with. All emails are acknowledged within 24 hours and typically resolved within 48 hours.”

The survey results come from companies in a wide range of industries, including financial services, health care, transportation, technology, government, and non-profit.

“These findings show that Plum Voice delivers key services that produce high ROI for companies,” Ervin commented. “We look forward to continuing to help companies improve and optimize their voice self-service and messaging experiences.”

To learn more about Plum Voice, visit http://www.plumvoice.com.

About Plum Voice
Plum Voice is a communications technology company that provides programmable platforms to automate customer interactions and business processes. Our products and services simplify the development and deployment of mission-critical voice and messaging applications to connect people to information, anytime from anywhere.

Plum Voice powers interactive voice response (IVR), call routing, messaging, and voice communications for customers all over the world. Our clients range from medium- to large-sized enterprises across a wide variety of industries. Plum helps businesses strike the right balance between self-service automation and excellent customer experiences.

Learn more and sign up for free access to Plum’s platforms at: http://www.plumvoice.com.

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Jaime Bailey
Plum Voice
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