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News : Plum Voice Announces New Contact Center VoC Platform
New York, NY, USA, July 28, 2015 -- Plum Voice, a 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 extend customer experience management programs into the contact center channel to provide a complete view of their customers' journeys.
"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."
Posted by Veronica Silva Cusi, news correspondent
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About Plum Voice:
Plum Voice is a single-source provider of carrier-class IVR (Interactive Voice Response) solutions. Plum offers, pre-built IVR applications, hosted IVR services, turnkey IVR systems, and professional services to design and build custom IVR applications. Plum works with companies of all sizes across a broad range of industries
Published: Wednesday, July 29, 2015