Plum Voice Releases VoiceTrends IVR-Specific Analytics Tool

NEW YORK, April 9, 2013 /PRNewswire/ -- Communication technology leader Plum Voice has launched a tool that addresses the escalating business need to improve voice applications, refine customer service and minimize call center costs. With Plum's new VoiceTrends analytics engine—designed specifically for interactive voice response (IVR) applications—businesses can monitor and improve the performance of essential customer-facing applications via an optimized toolkit.

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VoiceTrends automatically analyzes all of the key metrics that lead to poor caller experience. Proper measurement is the key to continuous improvement and, therefore, the key to creating iteratively optimized communication applications.

Most IVR analytics tools on the market today are not actually designed for IVR but are instead derived from generalized business intelligence platforms that have been white-labeled and reconfigured. As such, they require IVR applications to adapt to the analytics tool, as opposed to the other way around. IVR designers must learn to manually set parameters, identify and log pertinent information, keep up-to-date on disparate IVR and analytics APIs, and maintain extra code or configurations. The IVR expert must also become an analytics expert to gather all valuable information and make headway.

VoiceTrends is designed specifically for modern IVR needs. Building on Plum's 13 years of expertise in the field, the tool automatically knows which data are important to the efficient functioning of an IVR app. VoiceTrends logs the pertinent information and populates ready-to-go reports to reveal useful insights. Business users can easily deduce how to make their voice and messaging applications more efficient and more accepted.

"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."

Anyone can sign up for a free developer account to build IVR applications on the Plum Platform and see firsthand how VoiceTrends enables streamlining of call flows.  Features include:

• Failure Analysis—Identifies where callers are hanging up frequently or transferring. 
• Trend Tracking—Logs which menu options are selected most often and in what order.
• A/B Comparison—Compares data from A/B script tests.
• Speech Rec Optimization—Logs speech recognition attempts and identifies spots that need grammar improvements.
• DTMF event tracking—Tracks choices for each menu and data input/output.

VoiceTrends is available now and can be accessed via Plum's developer site located at http://www.plumvoice.com/developers. 

About Plum Voice:
For businesses of all sizes that demand high-performance, versatile and scalable multimodal solutions, Plum Voice offers proprietary IVR application and messaging tools, enterprise-grade hosting infrastructure, and an experienced professional service team to support creation of optimized IVR and messaging applications.  Our voice and messaging offerings help companies improve customer satisfaction and streamline business processes.

http://www.plumvoice.com/

Contacts:
Lisa Marquez
[email protected]  
800-995-7586

SOURCE Plum Voice