Plum Voice Portals Unveils Major VoiceXML Platform Enhancements that Dramatically Boost IVR Performance and Call Quality.NEW YORK New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of -- Plum Voice Portals An interactive voice response (IVR) front end to a data retrieval system. This does not differ in core technology from traditional IVR; rather, the difference is in the application presented. Where old-style IVR was mostly a routing application (press 1 for sales, 2 for service, etc. announces key enhancements to the Plum VoiceXML IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. platform that dramatically boost the performance, the call quality and the manageability of Plum's best-in-class interactive voice response (IVR) solutions. The latest Plum platform upgrades optimize enterprise and call-center IVR by strengthening the speed, clarity and accuracy of call dialogues and improving the ability to monitor call transactions. The new version of the Plum VoiceXML IVR platform delivers multiple benefits across the board to IVR callers and application developers as well as customer service and call center administrators. Callers using Plum IVR systems will be delighted by quicker response times enabled by reductions in application latency (1) The time between initiating a request in the computer and receiving the answer. Data latency may refer to the time between a query and the results arriving at the screen or the time between initiating a transaction that modifies one or more databases and its completion. . Measures, such as audio streaming See streaming audio. and the ability to cache converted audio files help generate faster IVR interactions. Considerable improvements in speech recognition further enrich the caller experience and bring call quality to new heights. Customer service managers and call center administrators will also appreciate the new platform enhancements, as they gain the ability to record and then archive dialogues and transactions that happen via IVR. With call recording, the captured data can then be easily retrieved for auditing and analysis, offering an effective and efficient way to manage IVR transactions. Developers, meanwhile, will enjoy greater versatility and precision when building VoiceXML applications. New platform utilities enable the creation of more personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. applications that can support multiple TTS (1) See text-to-speech. (2) (Transaction Tracking System) Software that monitors a transaction until completion. In the event of a hardware or software failure, it ensures that the database is brought back to its former state before the attempt to (text-to-speech) and ASR (Automatic Speech Recognition) Using voice recognition to replace keypad entry for telephone voice menus. Typically used to speak the digits 0 through 9 insted of keying them, ASR systems may be able to recognize a limited vocabulary. See voice recognition and AVSR. (automatic speech recognition) and engines. Outbound caller ID A telephone company service that sends the caller's telephone number between the first and second ring of the call. If the calling number is not blocked, the calling number is displayed on the handset or base station of the called party. in Plum VoiceXML applications can also be set on a per-call basis. Matt Ervin, Managing Director of Plum Voice Portals says, "The enhancements to the Plum VoiceXML IVR platform come at a time when the reliance on self-service technologies is rapidly growing. As more enterprises turn to self-service phone options to facilitate customer service, IVR systems are assuming a more critical role in the way companies do business. Every day, IVR systems process millions of transactions that contain valuable information, such as product orders, credit card numbers, timecard data, and market surveys. As a result, IVR systems are now being scrutinized for their performance, reliability and also for their accountability. The Plum platform withstands such scrutiny and delivers a superior foundation for IVR-based self-service solutions. The new additions to the Plum platform bring exactly the kind of performance and management capabilities that enterprises need to handle the growing number of business-critical transactions that they entrust to IVR." About Plum Voice Portals Plum (www.plumvoiceportals.com) is a leading provider of enterprise solutions for automated service over the telephone. With the Plum VoiceXML IVR (Interactive Voice Response) platform, clients are free to choose the configuration that suits their needs, whether they want to own and manage their IVR systems internally, outsource them to Plum, or deploy them world-wide through Plum's GlobalVoice hosting service. When it comes to automating telephone interactions, customers choose Plum for the flexibility, reliability, and scalability of its offerings. |
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