Plum Voice Adds Automated Transcription Feature to IVR System
May 18, 2010
By Susan J. Campbell, TMCnet Contributing Editor
Single-source IVR system provider Plum Voice has announced the immediate availability of its new automated transcription feature with the ability to transcribe open ended caller responses in near real-time.
This new feature is available with all Plum Voice products, including the Plum IVR Hosting suite, IVR Survey platform and onsite IVR system deployments.
A combination of speech recognition technology and live stenographers enables the Plum transcription feature to be used in any IVR application for the conversion of recorded audio from callers to text within minutes. The service can be accessed 24 hours a day, 365 days a year.
With this new feature, IVR-enabled businesses gain the ability to further automate calls that would typically need to be transferred to a live customer service representative to collect information or feedback from customers.
As more and more companies are seeking to automate standard processes within the enterprise - especially where self-service applications can be applied for the benefit of the customer base - the demand for solutions such as those offered by Plum Voice will continue to grow.
In other Plum Voice news, the company was recently selected by Remembered Voices, a unified phone and Web service for the creation and management of voice recordings, as its IVR partner. With this partnership, Remembered Voices expects to provide an easily navigated phone menu for customers to record archival voice messages.
In March, Plum Voice announced a partnership with Tyler Technologies (News - Alert) to expand its IVR system within Tyler's portfolio. As an end-to-end information management solutions and services provider for local governments, the agreement with Plum Voice delivers an added layer of support to Tyler's public sector clients.
With the release of the latest version of the Plum IVR and VoiceXML (News - Alert) Support Forum, VoiceXML developers gain such added benefits, as well as the opportunity to receive general developer support. This new support forum is available as a free resource to anyone with a Plum Hosted IVR Account of a Plum IVR System.
IVR continues to be in huge demand. As call recording for data storage also grows, the transcription feature in Plum Voice offerings will deliver added value to all Plum Voice IVR solutions.Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Kelly McGuire