PRESS RELEASE: Plum Voice, the leading independent interactive voice response (IVR) provider, today launched an updated version of its exclusive VoiceTrends call analytics solution that now meets PCI-DSS standards to protect sensitive data while still providing rich call analytics for improving customer experience and decreasing overall customer service costs.
The secure solution is the first of its kind that allows financial services and health care companies to leverage detailed call analytics, which are vital for optimizing IVR systems to strike the critical balance between providing excellent customer service with fewer transfers to more expensive live agents. Until now, companies required to comply with HIPAA or PCI standards had to forego the opportunity to collect this valuable data in order to protect customer information.
“It’s a complex balancing act that forces companies to make a tough choice between leveraging data that can help fine-tune the IVR and improve the customer experience, or turn off analytics to secure the data at the risk of alienating customers with a less-than-ideal IVR,” said Plum Voice CTO Matt Jones. “With this new VoiceTrends solution, companies no longer have to make the choice. We’re able to offer the best of both worlds: the ability to keep customers within the system and, subsequently, lower customer service costs, while still protecting sensitive data.”
With VoiceTrends’ new features, companies can select specific data points to keep, logging only the information necessary for improving their IVR, without storing any sensitive customer data.
“VoiceTrends now allows organizations to handle sensitive data with ease, remain PCI-compliant, and follow HIPAA standards all while still collecting the rich call analytics needed to optimize the customer experience,” said Jones.
VoiceTrends is the first analytics tool designed specifically for voice applications, incorporating Plum Voice engineers’ decades of combined experience. VoiceTrends logs and digests data to show exactly where an application is causing customer frustration—providing meaningful, actionable data to guide system adjustments and reduce bottlenecks. VoiceTrends also enables users to easily set up reporting and analytics without large investments of time from the IT department.
The new, secure VoiceTrends is available now in the Plum DEV developers’ toolkit. For more information, visit http://www.plumvoice.com/products/plum-d-e-v/.
About Plum Voice:
With just a phone call, Plum Voice helps you connect your customers, wherever they are and whenever they want, to your business. With its award-winning IVR (Interactive Voice Response) Platform, Plum Voice offers businesses of all sizes the most cost-effective and reliable way to deploy automated voice solutions both locally and internationally. Plum is a privately held company with offices in New York, Boston and Denver. For more information, visit www.plumvoice.com.