Plum Voice announces new Contact Center VoC Platform
Plum Insight ties customer feedback to specific agent interactions for targeted, actionable reports and holistic views across organizations.
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 center.
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 of the complexity of telephony systems. Moreover large enterprises often depend on various contact centers and dissimilar technology, 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
To see the full list of features or start a free trial account, please visit us at: www.plumvoice.com/products/plum-insight/
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.