Plum Insight ties customer feedback to specific agent interactions for targeted, actionable reports and holistic views across organizations.
Posted Jul 28, 2015
Plum Voice, a provider of cloud-based communications platforms, has introduced Plum Insight, a cross-channel voice of the customer (VoC) platform.
Plum Insight links customer feedback to specific consumer-to-agent interactions and then generates actionable reports. With role-based management features and granular sharing controls, Plum Insight supports the deployment of unique VoC programs for different agent groups, for disparate call centers, or for distinctive contact center functions. Report-sharing hierarchies enable wide usage of the tool to deliver an unprecedented view of an organization's entire customer service operation, whether it's centralized, decentralized, outsourced, or managed in-house.
Plum Insight features include the following:
- Flexible survey creation and design;
- Omni-channel deployments;
- Reporting and performance analytics;
- Roles-based management; and
- Advanced IVR survey functionality.
"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, in a statement. "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."