New York, NY (PRWEB) September 14, 2017
Plum Voice announced today a partnership with inContact, the leading provider of cloud contact center software and agent optimization. Through this agreement, NICE inContact will offer Plum Voice technology solutions on the CXexchange marketplace, part of its DEVone developer program. The partnership allows NICE inContact to provide advanced customer self-service capabilities to contact centers through Plum’s secure cloud Interactive Voice Response (IVR) platform.
Plum’s customer self-service solutions reduce customer effort and frustration, resulting in better caller experiences. Plum’s platform includes VoiceTrends analytics, which provides actionable data that makes it easy to track the customer journey and to optimize IVR applications to produce automation rates as high as 90% for certain call types.
Plum’s cloud IVR platform automates the entire customer interaction from start to finish and enhances the capabilities of IVR applications through:
–Extensive Data Integration–
Use of APIs to easily integrate Plum technology with any existing IT systems (application, platform, CRM, database, or other business system). Access customer data in real time to personalize every individual caller experience.
Plum’s cloud IVR features unrivaled data security. It is PCI-DSS (level 1), HIPAA, and SOC 2 compliant. This allows companies to fully automate interactions that involve sensitive financial or healthcare information.
–Accelerated Application Deployment–
Pre-built applications and templates save significant development time and resources. Choose from Plum’s library of application templates for automating common processes like: Account Status, Address Change, Benefits Enrollment, Clinical Trials, Order Fulfillment, Password Reset, Payment Processing, Prescription Refill, Virtual Agent.
–Analytics and Call-Path Visualization–
VoiceTrends analytics provide actionable, IVR-specific data that includes a visual call-path tracking feature. This allows users to see the customer journey and identify trouble areas and bottlenecks quickly. Use data to optimize IVR applications helps to improve efficiency and contact center ROI.
Plum platforms support 28 languages in 85 countries. Companies can easily deploy IVR applications that use speech recognition and text-to-speech functionality to provide customer self service solutions to their global customer base.
“Plum’s cloud IVR tools and analytics are designed to automate an entire call while reducing caller frustration and effort. We’re excited to partner with NICE inContact, the leading cloud contact center provider, and look forward to providing customer self-service solutions that deliver great caller experiences to NICE inContact users as part of the DEVone Program,” said Scott Wilson, Plum Voice’s Chief Marketing Officer.
About NICE inContact
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. http://www.nice.com.
NICE inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes NICE inContact CXone cloud, an expert service model and the broadest partner ecosystem. http://www.incontact.com
About Plum Voice (http://www.plumvoice.com)
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.
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