Ratings Breakdown
User Reviews Overview
Feature Ratings
Ease-of-use
4.5 / 5
Value for Money
4.5 / 5
Customer Support
5.0 / 5
Functionality
4.5 / 5
Pros
"Great UI to build and manage IVR applications. Good analytics and reports that detail customer journey. Ease to manage phone number. "
"Very flexible, you can make changes in the portal with relative ease, and the changes are made instantly. "
"The software is pretty easy to manage - standard VXML."
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. "
"It would be nice if there was more searching inside of the portal to locate a DID with some different parameters. "
"My only request is that I wish we had more reporting features, but understand this is likely due to the limited features we have due to our own business model. "
Plum Voice Reviews
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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 Voice
We were looking for a HIPAA Compliant Solution that integrated well with different platforms.
Reasons for Switching to Plum Voice
Were looking to take advantage of a better integration.
March 2021
Emma from Retail Lockbox Merchant Services
Company Size: 51-200 employees
Industry: Internet
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
March 2021
Excellent Product Quality, and Service Level
Pros
Their documentation is excellent, along with their support. Even the best products not supported can cause trouble. The integration was quick, and we were able to start and finish within a month once the vendor was chosen – including all the application changes on our side.
Cons
While they are PCI compliant, their process for acquiring new PCI phone numbers could be approved – and their UI regarding which are and are not PCI complaint. Additionally, their support for multiple administrators is more lacking than the rest of their platform. However, I know they are working on updating some of this in their next release – and both of theese I would consider minor in the grand scheme of the product quality.
Reasons for Switching to Plum Voice
Their software looked stable, with a great uptime, their implementation process was quick and effective and they were PCI compliant.
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.
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.
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!
August 2020
Mike from CCComplete, Inc.
Company Size: 2-10 employees
Industry: Telecommunications
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
August 2020
Reliability, with Top-Notch Support
Plum has supplied everything I need. Their system works and when I need help I get superior, timely support. What more can you ask for?
Pros
Always On Support On-line VXML documentation On-line call reports to debug applications Ability to manage my 50+ toll-free and local numbers Ability to handle high call volumes
Cons
I don't have anything to complain about. I came to Plum already having experience in this industry and they're delivering everything I need.
Reasons for Choosing Plum Voice
We were looking at a couple other companies, one that specifically used the same hardware/software platform we had at XOI, which would have meant zero porting issues. They were flakey and wouldn't really give us answers to questions we had. Plum, on the other hand, had the answers and it was worth the time to port my apps to their platform.
Reasons for Switching to Plum Voice
Verizon bought XOI and shut down operations. We had to scramble for another provider. Luckily we found Plum. (Actually, I had been using their on-line VXML documentation for quite some time, it's really the best.) We were able to resp-org our numbers, port of my VXML code to the Plum Dev platform and we were up and running in no time.
June 2019
Rich from Tyler Technologies
Company Size: 501-1,000 employees
Industry: Computer Software
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
June 2019
Plum|Dev
Plum has been a great business partner over the many years we have used them. Our needs started out small but over the years we have grown to using nearly 200,000 phone calls per month.
Pros
Very simple to integrate with plenty of documentation and an online forum. The online logs when errors do occur are easy to review and determine what occurred. The account management team has always very responsive and helpful when on-boarding our new clients. See cons below, but to help address this Plum has been helpful in creating professional recordings for us to use where possible.
Cons
The text to speech engines that are supported can be a little robotic.
Reasons for Switching to Plum Voice
The system we used prior to Plum included dedicated hardware. This caused extra maintenance and was harder to support. It was harder to scale out and troubleshooting was often difficult due to poor logs.
February 2020
Anonymous
Company Size: 11-50 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 2020
Choose them and don't look back
It's great.
Pros
Their product just works. No drama. No downtime. It just works exactly as advertised which is what we and our clients want from an IVR system. Their service is amazing as well and we are able to get the support we need when we need it. Shout out to [SENSITIVE CONTENT HIDDEN]!
Cons
We like it all. We preferred to use the "PlumDev" where we build our own VoiceXML so we have ultimate flexibility on the workflow.
November 2020
Rosie from Everlywell
Company Size: 51-200 employees
Industry: Health, Wellness and Fitness
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
November 2020
PlumVoice is a big help to our team!
This is a great system that is easy to use and works as promised every time. The company is quick to alert us to any issues they are working on and maintenance is completed at a time that never affects our process. Their representatives are also very friendly and follow up immediately whenever a request is made for assistance.
Pros
What I like most is the ease of use. Our account representative is also very responsive and helpful.
Cons
My only request is that I wish we had more reporting features, but understand this is likely due to the limited features we have due to our own business model.
February 2020
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
February 2020
Plum Voice Review
We have a large array of customers using the software for a realtime IVR. It requires a high uptime, and for the most part, the system has been up and functioning, which is great.
Pros
The software is pretty easy to manage - standard VXML.
Cons
Some of the features that competition has are not available at this point. We have worked with the team at Plum to add them to the roadmap, so the ability to work with Plum is good.
Reasons for Switching to Plum Voice
HIPAA certification
December 2017
Josh from Payments
Company Size: 501-1,000 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2017
Extremely reliable with high uptime.
Pros
Great UI to build and manage IVR applications. Good analytics and reports that detail customer journey. Ease to manage phone number.
Cons
knowledge of VoiceXML is required to create more complex IVR applications. knowledge of speech rec is required to build conversational dialogs.
March 2020
Arvind from Corecard
Company Size: 51-200 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
March 2020
Plum IVR is highly available, having enrich features and providing 24X7 customer support.
We are happy with PLUM IVR services
Pros
Highly available, having enrich features and providing 24X7 customer support.
Cons
IVR Reporting System. Now they are planning to enhance it. It will good now
July 2019
Anonymous
Company Size: 11-50 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
July 2019
Great product and great reliability!
Pros
The up-time is great and the ease of use is excellent!
Cons
No cons currently for this platform. They took our requests for improvements and made those changes. Then they published them in a very timely manner.
June 2019
Al from TheVoiceLibrary.net
Company Size: 2-10 employees
Industry: Marketing and Advertising
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
4.0
Functionality
5.0
June 2019
The Voice Library - Review
WE have been in partnership for over 10 years, new innovations, great customer service , easy to use platforms, and cost value... why would I change?
Pros
Moist appealing to me is the ease of user and functionality. The interface for even someone like me ( not the most technically sound) was easy to understand and use.
Cons
Difficult to say - as I have not directly used two systems in a comparison mode.