Plum Voice Announces New Contact Center VoC Platform

PRESS RELEASE: Plum Voice, the leading Communications Platform-as-a-Service (CPaaS) provider for the enterprise, introduces Plum Insight—a cross-channel voice of the customer (VoC) platform designed to improve the customer experience in the contact centre.

Plum Insight addresses the challenge of linking customer feedback to specific consumer-to-agent interactions and then generates actionable reports. Enterprises and market researchers can now easily extend customer experience management programs into the contact center channel to provide a complete view of their customers’ journeys.

With role-based management features and granular sharing controls, Plum Insight supports the deployment of unique VoC programs for different agent groups, for disparate call centers or for distinctive contact center functions. Report-sharing hierarchies enable wide usage of the tool to deliver an unprecedented view of an organization’s entire customer service operation whether it’s centralized, decentralized, outsourced or managed in-house.

“Collecting customer feedback and tying it to customer data and metadata from the contact center is necessary to understand a customer’s journey,” said Matt Ervin, President of Plum Voice. “Deploying VoC programs in this environment is often challenging due to the complexity of telephony systems. Moreover, large enterprises often depend on various contact centers and dissimilar technologies further compounding the problem of collecting meaningful data. Plum Insight is a platform-as-a-service (PaaS) that simplifies set up of voice and mobile programs for VoC, agent performance monitoring and market research.”

Plum Insight features include:

  • Flexible survey creation and design
  • Omni-channel deployments
  • Reporting and performance analytics
  • Roles-based management
  • Advanced IVR survey functionality