Plum Voice Reviews

Pros

Their self serve IVR platform is powerful and fully supports the use case we needed.

Cons

When we first evaluated this platform, the pricing felt high and the monthly minimums were not clearly disclosed.

Pros

My team has been really happy with this solution and said that its made their work more organized.

Cons

I don't really have any downsides or complaints to mention.

Pros

It provides personalized, effective solutions that fit the needs of your business and help strengthen customer interactions.

Cons

At the beginning, I had some difficulty figuring out how to use the programming tool.

Pros

Right from the start, this platform felt user friendly and simple to navigate.

Cons

No complaints about Plum's products and their customer support is excellent as well.

Pros

Getting around it is easy and it consistently gives up to date results. Making changes or handling updates is also very simple.

Cons

I don't have anything negative to say at this point.

Pros

Connecting this with other customer support tools was simple and worked well.

Cons

There's nothing I'd point out as a con regarding this software.

Pros

It was simple to get our in house tools to work smoothly with the Plum platform and everything came together without issues.

Cons

What I'd love to see is more reporting options available for our clients.

Pros

Call quality is usually clear and dependable and we really haven't had issues with dropped calls.

Cons

We've had a few missed calls here and there although that may be related to our own setup so I can't say for sure.

Pros

The whole setup process is fast and getting a new number is really simple.

Cons

The price for adding a new phone number feels a little high.

Pros

Connecting Plum Voice to our cloud infrastructure through the API was simple and fit into our setup without much trouble.

Cons

More .NET code samples would make the implementation process even better and would be really helpful.

Pros

Responses come through quickly and it's really helpful that I can use custom audio files in different languages.

Cons

API for custom reports still has room for improvement.

Pros

Having both options is a big plus. You can build with the menu based call flow builder or switch to VXML when you need more customization. It also comes with a built in Nuance speech recognition engine which means we don't have to deal with Amazon or Google for voice transcription.

Cons

Something I'd still want improved is the ASR. I'd prefer it to be more AI driven instead of relying mostly on "soundwave matching," so it could better handle callers who say unexpected or confusing things instead of sticking closely to the expected responses.

Pros

Getting everything up and running was quick and using it has been simple from the start.

Cons

At this point I haven't run into any issues.

Pros

The user friendly interface makes implementing this platform easy.

Cons

The admin controls for supporting teams could be improved.

Pros

Our customers can call in and get information directly from our database systems over the phone. It lets them check policy details, review claims information and even make credit card payments which has been very useful.

Cons

More advanced or complex tasks still need to be programmed by the vendor, while only the simpler functions can be set up by the end user.

Pros

With the number of customers we handle, a lot of them depend on the IVR to get the information they need. We also recently discovered that the software includes a survey feature and that's going to save our organization a lot of time since we've been doing that part manually up to now.

Cons

One thing I'd still want is the ability to make the changes on our own. I understand that option is available but we would need training before we can start doing it ourselves.

Pros

Excellent documentation and responsive support made a big difference. Even the strongest product can become a headache without proper backing but that was never an issue here. The integration moved fast and once we selected the vendor, we were able to complete everything within a month, including the application updates required on our side.

Cons

Although they are PCI compliant, the process for getting new PCI phone numbers could be better and the UI could do a clearer job showing which numbers are and are not PCI compliant. Support for multiple administrators also feels less developed than the rest of the platform. That said, I know they're already working on improvements for some of this in the next release and overall these feel like relatively minor issues compared with the overall quality of the product.

Pros

There's a bit of initial work involved when setting up the scripts but once that's done, configuring everything afterward is pretty simple.

Cons

Working out the API URLs for specific instances can be a little tricky. That said if you group clients into buckets, you can reuse the same URL and just replace the merchant ID when needed.

Pros

We chose this product because it's user friendly and dependable. Getting everything configured feels very simple and it can be customized to fit the specific needs of your business. It's also a big plus that you can build your own testing environments and roll things out right away. Having the right tools in place really makes a noticeable difference.

Cons

At the beginning, the reporting felt a bit awkward for our team but our account manager has been excellent and continues to stay involved to help make sure we're heading in the right direction.

Pros

Using it day to day has been going great which is what I appreciate most. Our account representative has also been quick to respond and consistently helpful whenever we've needed assistance.

Cons

Only thing I'd ask for is additional reporting options though I understand that's probably tied to the limited functionality we use because of our own business model.