




Sample call flow





Supported Operating System(s):
Web browser (OS agnostic)About Plum Fuse+
Plum Fuse is a cloud-based interactive voice response (IVR) solution that helps businesses automate customer interactions and business processes through their voice channel.
Voice applications built with Plum technology provide users with IVR, call routing, messaging, feedback collection, analytics, code development and payment processing capabilities. Plum’s communication platforms also provide the telephony infrastructure to support these applications.
Plum Voice offers two development platforms: Plum Fuse and Plum DEV. Plum Fuse helps users build and deploy voice applications and manage code development lifecycles through a graphic user interface. Plum DEV require VoiceXML coding to create voice applications that automate customer interaction...
Sample call flow
Supported Operating System(s):
Web browser (OS agnostic)Average User Ratings
Overall
Ease-of-use
4.5
Value for money
4.5
Customer support
5.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
February 2021
Anonymous
Company Size: 1,001-5,000 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
February 2021
Easy to Use + Responsive Staff
Payment processing, and routing calls away from Customer Service reps to save time and money
Pros
Plum Dev is easy enough to set up new instances. There is a little bit of legwork in setting up scripts but once you have it all it's not difficult at all to configure.
Cons
Translating the API URLs specific to Plum Instances is a bit of a challenge. However if you sort your clients into buckets you will notice there are options to re-use the URL and swap out an ID for a merchant.
October 2020
Mark from Digital Pharmacist
Company Size: 51-200 employees
Industry: Computer Software
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
October 2020
Excellent Product & Customer Service
We've been using Plum for a couple of years, and overall have
Pros
Very flexible, you can make changes in the portal with relative ease, and the changes are made instantly.
Cons
It would be nice if there was more searching inside of the portal to locate a DID with some different parameters.
Reasons for Choosing Plum Fuse+
We were looking for a HIPAA Compliant Solution that integrated well with different platforms.
Reasons for Switching to Plum Fuse+
Were looking to take advantage of a better integration.
January 2021
Stephanie from APG&E
Company Size: 11-50 employees
Industry: Utilities
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
January 2021
Fuse+ Review
We wanted to fully control our IVR process and PLUM FUSE+ has allowed us to do that. Their account management team has also been really good. I have been highly impressed with their level of involvement. Often with vendors, this involvement drops after the on-boarding process but this has not been the case for us, which is refreshing.
Pros
We selected the Fuse+ product for its ease of use as well as reliability. The setup is very intuitive and can be customized to your business’s needs. We like that you can create your own testing environments and deploy immediately. The right tools really do make a difference.
Cons
The reporting was a little clunky for us at first but we have a great account manager who continues to engage with us to ensure we are on track.
July 2020
Michael from Advanced Survey Design, LLC
Company Size: 2-10 employees
Industry: Government Administration
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
July 2020
Essential for our annual survey
Overall, we've been happy with Plum Voice.
Pros
Our ability to annually configure a large, complex survey using the Plum Voice interface has been very helpful over the last seven years. And, customer service has been excellent.
Cons
I've run into a few limitations when trying to edit the content of our survey.
June 2019
Pete from BillingTree
Company Size: 51-200 employees
Industry: Financial Services
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Customer support
5.0
Functionality
4.0
June 2019
Fuse+
Overall, extremely pleased with Fuse+. Along with being easy to use, it allows for a lot of flexibility, allowing for additional Javascript or VoiceXML if the standard data gathering/processing modules cannot accomplish a client's customized request. This has been a crucial factor for several of our implementations.
Pros
Fuse+ is incredibly simply to use and enables anyone to create, test and release a new IVR within a few days, if not sooner. Case in point: Within a few weeks of using Fuse+, we received an order of 17 unique IVR applications from a single client, to be released asap. With the easy to follow flow-chart interface and audio manager, the toll-free provisioning feature, the easy-to-use deployment table and especially the cloning feature, we were able to release all 17 IVRs a month later. Our previous deployment timeframe would have been 4-6 weeks per IVR, so Fuse+ saved us at least a year in development time.
Cons
For a 'nice to have' feature, I would like to see an option to export data from the reporting section, and eventually an option to schedule a daily report that can be automatically emailed. (I know there is exportable data from VoiceTrends but that is almost too granular) Prior to the latest release, I would've said the main landing page where all IVR applications are listed. In the past, the page was difficult to navigate; however, new filters have now been added that make it easier to find recently edited apps or apps that only I have created. Excellent enhancement!