Choose them and don't look back
Their product just works. No drama. No downtime. It just works exactly as advertised which is what we and our clients want from an IVR system. Their service is amazing as well and we are able to get the support we need when we need it. Shout out to [SENSITIVE CONTENT HIDDEN]!
We like it all. We preferred to use the "PlumDev" where we build our own VoiceXML so we have ultimate flexibility on the workflow.
Fuse+ is incredibly simply to use and enables anyone to create, test and release a new IVR within a few days, if not sooner.
Case in point: Within a few weeks of using Fuse+, we received an order of 17 unique IVR applications from a single client, to be released asap. With the easy to follow flow-chart interface and audio manager, the toll-free provisioning feature, the easy-to-use deployment table and especially the cloning feature, we were able to release all 17 IVRs a month later. Our previous deployment timeframe would have been 4-6 weeks per IVR, so Fuse+ saved us at least a year in development time.
For a 'nice to have' feature, I would like to see an option to export data from the reporting section, and eventually an option to schedule a daily report that can be automatically emailed. (I know there is exportable data from VoiceTrends but that is almost too granular)
Prior to the latest release, I would've said the main landing page where all IVR applications are listed. In the past, the page was difficult to navigate; however, new filters have now been added that make it easier to find recently edited apps or apps that only I have created. Excellent enhancement!
Reliability, with Top-Notch Support
Plum has supplied everything I need. Their system works and when I need help I get superior, timely support. What more can you ask for?
On-line VXML documentation
On-line call reports to debug applications
Ability to manage my 50+ toll-free and local numbers
Ability to handle high call volumes
I don't have anything to complain about. I came to Plum already having experience in this industry and they're delivering everything I need.
Essential for our annual survey
Overall, we've been happy with Plum Voice.
Our ability to annually configure a large, complex survey using the Plum Voice interface has been very helpful over the last seven years. And, customer service has been excellent.
I've run into a few limitations when trying to edit the content of our survey.
Plum has been a great business partner over the many years we have used them. Our needs started out small but over the years we have grown to using nearly 200,000 phone calls per month.
Very simple to integrate with plenty of documentation and an online forum.
The online logs when errors do occur are easy to review and determine what occurred.
The account management team has always very responsive and helpful when on-boarding our new clients.
See cons below, but to help address this Plum has been helpful in creating professional recordings for us to use where possible.
The text to speech engines that are supported can be a little robotic.
Extremely reliable with high uptime.
Great UI to build and manage IVR applications. Good analytics and reports that detail customer journey. Ease to manage phone number.
knowledge of VoiceXML is required to create more complex IVR applications. knowledge of speech rec is required to build conversational dialogs.
Plum Voice Review
We have a large array of customers using the software for a realtime IVR. It requires a high uptime, and for the most part, the system has been up and functioning, which is great.
The software is pretty easy to manage - standard VXML.
Some of the features that competition has are not available at this point. We have worked with the team at Plum to add them to the roadmap, so the ability to work with Plum is good.
Plum IVR is highly available, having enrich features and providing 24X7 customer support.
Great product and great reliability!
The Voice Library - Review
WE have been in partnership for over 10 years, new innovations, great customer service , easy to use platforms, and cost value... why would I change?
Moist appealing to me is the ease of user and functionality.
The interface for even someone like me ( not the most technically sound) was easy to understand and use.
Difficult to say - as I have not directly used two systems in a comparison mode.