PRESS RELEASE: Plum Voice announced today that TMC, a global, integrated media company, has named VoiceTrends as a 2014 Unified Communications Product of the Year Award winner.
VoiceTrends is the only analytics tool on the market designed specifically for automated voice and messaging systems. It provides organizations with real-time data to optimize interactive voice response (IVR) applications—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. “VoiceTrends logs and digests data to show exactly where an application is causing customer frustration—enabling a cycle of improvement informed by meaningful data.”
An inefficient automated voice system can result in a poor customer experience, increased transfers to more expensive live agents and, as a result, higher overall customer service costs. To be successful with IVR, organizations have to tune their applications to optimize the customer experience and minimize call center costs.
VoiceTrends enables developers and administrators to easily see where they can improve their applications. The tool identifies where callers are hanging up or transferring to a live agent, illustrates which menu options callers choose most, compares A/B scripts, helps optimize speech recognition, tracks caller choices within each menu and follows users’ paths.
With VoiceTrends, organizations can improve their voice and messaging applications to provide a better experience for the customer, while lowering overall customer service costs.
“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.”
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 http://www.plumvoice.com.