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September 26, 2006
Plum Voice Portals Unveils Major VoiceXML Platform Enhancements that Dramatically Boost IVR Performance and Call Quality
NEW YORK --(Business Wire)-- Plum Voice Portals announces key enhancements to the Plum VoiceXML IVR 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. Measures, such as audio streaming 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 applications that can support multiple TTS (text-to-speech) and ASR (automatic speech recognition) and engines. Outbound caller ID 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.
(source: http://www.tmcnet.com/usubmit/-plum-voice-portals-unveils-major-voicexml-platform-enhancements-/2006/09/26/1929479.htm)
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