Click here to close now.

SYS-CON MEDIA Authors: Elizabeth White, Liz McMillan, AppDynamics Blog, Ed Featherston, Pat Romanski

News Feed Item

Plum Voice's New VoiceTrends Call Analytics Now Includes PCI Compliance

Financial Services and Health Care Companies Can Now Leverage Robust Call Analytics Without Compromising Sensitive Consumer or Patient Data

NEW YORK, April 23, 2014 /PRNewswire/ -- Plum Voice, the leading independent interactive voice response (IVR) provider, today launched an updated version of its exclusive VoiceTrends call analytics solution that now meets PCI-DSS standards to protect sensitive data while still providing rich call analytics for improving customer experience and decreasing overall customer service costs.

Plum Voice’s New VoiceTrends Call Analytics Now Includes PCI Compliance

The secure solution is the first of its kind that allows financial services and health care companies to leverage detailed call analytics, which are vital for optimizing IVR systems to strike the critical balance between providing excellent customer service with fewer transfers to more expensive live agents. Until now, companies required to comply with HIPAA or PCI standards had to forego the opportunity to collect this valuable data in order to protect customer information.

"It's a complex balancing act that forces companies to make a tough choice between leveraging data that can help fine-tune the IVR and improve the customer experience, or turn off analytics to secure the data at the risk of alienating customers with a less-than-ideal IVR," said Plum Voice CTO Matt Jones. "With this new VoiceTrends solution, companies no longer have to make the choice. We're able to offer the best of both worlds: the ability to keep customers within the system and, subsequently, lower customer service costs, while still protecting sensitive data."

With VoiceTrends' new features, companies can select specific data points to keep, logging only the information necessary for improving their IVR, without storing any sensitive customer data.

"VoiceTrends now allows organizations to handle sensitive data with ease, remain PCI-compliant, and follow HIPAA standards all while still collecting the rich call analytics needed to optimize the customer experience," said Jones.

VoiceTrends is the first analytics tool designed specifically for voice applications, incorporating Plum Voice engineers' decades of combined experience. VoiceTrends logs and digests data to show exactly where an application is causing customer frustration—providing meaningful, actionable data to guide system adjustments and reduce bottlenecks. VoiceTrends also enables users to easily set up reporting and analytics without large investments of time from the IT department.

The new, secure VoiceTrends is available now in the Plum DEV developers' toolkit. For more information, visit http://www.plumvoice.com/products/plum-d-e-v/.

About Plum Voice:

With just a phone call, Plum Voice helps you connect your customers, wherever they are and whenever they want, to your business. With its award-winning IVR (Interactive Voice Response) Platform, Plum Voice offers businesses of all sizes the most cost-effective and reliable way to deploy automated voice solutions both locally and internationally. Plum is a privately held company with offices in New York, Boston and Denver. For more information, visit www.plumvoice.com.

Photo - http://photos.prnewswire.com/prnh/20140422/77278

SOURCE Plum Voice

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo, June 9-11, 2015, at the Javits Center in New York City. Learn what is going on, contribute to the discussions, and ensure that your enter...
The security devil is always in the details of the attack: the ones you've endured, the ones you prepare yourself to fend off, and the ones that, you fear, will catch you completely unaware and defenseless. The Internet of Things (IoT) is nothing if not an endless proliferation of details. It's the vision of a world in which continuous Internet connectivity and addressability is embedded into a growing range of human artifacts, into the natural world, and even into our smartphones, appliances, a...
In a recent research, analyst firm IDC found that the average cost of a critical application failure is $500,000 to $1 million per hour and the average total cost of unplanned application downtime is $1.25 billion to $2.5 billion per year for Fortune 1000 companies. In addition to the findings on the cost of the downtime, the research also highlighted best practices for development, testing, application support, infrastructure, and operations teams.
There is no doubt that Big Data is here and getting bigger every day. Building a Big Data infrastructure today is no easy task. There are an enormous number of choices for database engines and technologies. To make things even more challenging, requirements are getting more sophisticated, and the standard paradigm of supporting historical analytics queries is often just one facet of what is needed. As Big Data growth continues, organizations are demanding real-time access to data, allowing immed...
Software Development Solution category in The 2015 American Business Awards, and will ultimately be a Gold, Silver, or Bronze Stevie® Award winner in the program. More than 3,300 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration. "We are honored to be recognized as a leader in the software development industry by the Stevie Awards judges," said Steve Brodie, CEO of Electric Cloud. "We introduced ElectricFlow and our Deploy app...
What do a firewall and a fortress have in common? They are no longer strong enough to protect the valuables housed inside. Like the walls of an old fortress, the cracks in the firewall are allowing the bad guys to slip in - unannounced and unnoticed. By the time these thieves get in, the damage is already done and the network is already compromised. Intellectual property is easily slipped out the back door leaving no trace of forced entry. If we want to reign in on these cybercriminals, it's hig...
SYS-CON Events announced today that DragonGlass, an enterprise search platform, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. After eleven years of designing and building custom applications, OpenCrowd has launched DragonGlass, a cloud-based platform that enables the development of search-based applications. These are a new breed of applications that utilize a search index as their backbone for data...
T-Mobile has been transforming the wireless industry with its “Uncarrier” initiatives. Today as T-Mobile’s IT organization works to transform itself in a like manner, technical foundations built over the last couple of years are now key to their drive for more Agile delivery practices. In his session at DevOps Summit, Martin Krienke, Sr Development Manager at T-Mobile, will discuss where they started their Continuous Delivery journey, where they are today, and where they are going in an effort ...
Enterprises are fast realizing the importance of integrating SaaS/Cloud applications, API and on-premises data and processes, to unleash hidden value. This webinar explores how managers can use a Microservice-centric approach to aggressively tackle the unexpected new integration challenges posed by proliferation of cloud, mobile, social and big data projects. Industry analyst and SOA expert Jason Bloomberg will strip away the hype from microservices, and clearly identify their advantages and d...
Container frameworks, such as Docker, provide a variety of benefits, including density of deployment across infrastructure, convenience for application developers to push updates with low operational hand-holding, and a fairly well-defined deployment workflow that can be orchestrated. Container frameworks also enable a DevOps approach to application development by cleanly separating concerns between operations and development teams. But running multi-container, multi-server apps with containers ...
Mobile commerce traffic is surpassing desktop, yet less than 20% of sales in the U.S. are mobile commerce sales. In his session at 15th Cloud Expo, Dan Franklin, Segment Manager, Commerce, at Verizon Digital Media Services, defined mobile devices and discussed how next generation means simplification. It means taking your digital content and turning it into instantly gratifying experiences.
Gartner predicts that the bulk of new IT spending by 2016 will be for cloud platforms and applications and that nearly half of large enterprises will have cloud deployments by the end of 2017. The benefits of the cloud may be clear for applications that can tolerate brief periods of downtime, but for critical applications like SQL Server, Oracle and SAP, companies need a strategy for HA and DR protection. While traditional SAN-based clusters are not possible in these environments, SANless cluste...
Software Defined Storage provides many benefits for customers including agility, flexibility, faster adoption of new technology and cost effectiveness. However, for IT organizations it can be challenging and complex to build your Enterprise Grade Storage from software. In his session at Cloud Expo, Paul Turner, CMO at Cloudian, looked at the new Original Design Manufacturer (ODM) market and how it is changing the storage world. Now Software Defined Storage companies can build Enterprise grade ...
Discussions about cloud computing are evolving into discussions about enterprise IT in general. As enterprises increasingly migrate toward their own unique clouds, new issues such as the use of containers and microservices emerge to keep things interesting. In this Power Panel at 16th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists will address the state of cloud computing today, and what enterprise IT professionals need to know about how the latest topics and trends affec...
SYS-CON Events announced today that EnterpriseDB (EDB), the leading worldwide provider of enterprise-class Postgres products and database compatibility solutions, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. EDB is the largest provider of Postgres software and services that provides enterprise-class performance and scalability and the open source freedom to divert budget from more costly traditiona...