Original Research on Plum Voice

Plum Voice Customer Research

What types of operational benefits did your organization realize following the deployment of Plum Voice?

Improved customer experience	68%
Improved efficiency of a business process	45%
Higher automation rates	26%
Increased cost savings on a per-call basis over agents	17%
Shorter development cycles	17%
Improved data protection of critical information	13%
An increase in regulatory compliance standards met	9%

Plum Voice Customer Statistic

Since using Plum Voice, 100% of surveyed government organizations have seen an improvement in containment rates.

100%

Plum Voice Case Study

Flightstar Aircraft Services LLC

Introduction

This case study of Flightstar Aircraft Services LLC is based on a September 2019 survey of Plum Voice customers by TechValidate, a 3rd-party research service.

“Makes two-way communication easier for our employees, customers, and vendors.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Plum Voice:

Partnered with Plum Voice for the following reasons:
- Providing an improved customer experience

Use Case

The key features and functionalities of Plum Voice that the surveyed company uses:

Plum Voice products they use:
- Plum Dev

Results

The surveyed company achieved the following results with Plum Voice:

Operational benefits realized following the deployment of Plum Voice:
- Improved customer experience
Containment rates (percentage of calls completed within the IVR) before and after partnering with Plum Voice:
- Before partnering with Plum Voice: 25%-50%
- After partnering with Plum Voice: 50%-75%
Confirmed that they have seen an improvement in containment rates (percentage of calls completed within the IVR).
Plum Voice capabilities compared to the competition:
- Performance: Significantly Better
- Ease of Use: Significantly Better
- Reliability: Significantly Better
- Scalability: Better
Plum Voice products on a scale of 1-5 stars:
- Plum Dev: 4 stars
Realize value/ROI with Plum Voice in 3-6 months.

Plum Voice Customer Satisfaction Rating

A Customer Support Representative at a medium enterprise financial services company would be likely to recommend Plum Voice for this reason:

When we first partnered with Plum, we used the Dev platform. We had no internal resources familiar with Voice-XML so we relied on Plum’s resources to build and deploy an IVR, a process that could take 6-8 weeks. In July 2017, we began using the Fuse+ product and have found it incredibly easy to use. The easy-to-follow flow chart interface and online tools can make development, testing, and deployment for an IVR a matter of days now. Additionally, the support team at Plum is great to work with. All emails are acknowledged within 24 hours and typically resolved within 48. We have also appreciated the timely status updates should any service interruption occur (which is extremely rare).

Plum Voice Customer Research

When asked to rate VoiceTrends on a scale of 1-5 stars, organizations said:

5 stars: 50%

4 stars: 20%

3 stars: 10%

2 stars: 10%

1 star: 10%

TechValidate Research on Plum Voice

These pages present data that TechValidate has sourced via direct research with verified customers and users of Plum Voice. TechValidate stands behind the authenticity of all published data. Learn more »

About TechValidate Research

Selected Research Highlights

Flightstar Aircraft Services LLC

Introduction

Challenges

Use Case

Results

Company Profile

About Plum Voice

More to Explore

About Plum Voice

Plum Voice is a communications technology company that provides programmable platforms to automate customer interactions and business processes.