All Plum Voice Reviews
1-25 of 30 Reviews
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Anonymous
1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2021
Easy to Use + Responsive Staff
Payment processing, and routing calls away from Customer Service reps to save time and money
PROSPlum 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.
CONSTranslating 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.
Mark
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2020
Excellent Product & Customer Service
We've been using Plum for a couple of years, and overall have
PROSVery flexible, you can make changes in the portal with relative ease, and the changes are made instantly.
CONSIt would be nice if there was more searching inside of the portal to locate a DID with some different parameters.
Reason 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.
Anonymous
Utilities, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
Easy to configure and deploy
the graphic user interface supports ease of deployment
CONSneed better admin controls for team support
David
Marketing and Advertising, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2022
Solid IVR platform
Really good responsiveness to customer service and account management inquiries by us.
PROSCan use either the menu-driven call-flow builder OR VXML for customization. Has built-in speech recognition engine (Nuance), so we don't have to mess around with Amazon or Google Voice transcription.
CONSWould like the ASR to be more AI based, rather than just "soundwave matching", so as to be more fault-tolerant of callers who can say confusing things rather than that they are supposed to.
Reason for choosing Plum Voice
because of the built-in ASR (Nuance) and reasonable pricing.
Reasons for switching to Plum Voice
Genesys kicked us off the Angel.com platform that they acquired.
David
Health, Wellness and Fitness, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
Great IVR solution for API integration
We have been PlumVoice customers for several years now, we have been pretty satisfied with all the communication solutions, especially SMS and IVR
PROSEasy to integrate via API with our cloud infrastructure.
CONSIt would be helpful to have more code samples for .NET
Reason for choosing Plum Voice
The long term package with all the requirements needed to fit our business model.
Pete
Financial Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSFuse+ 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.
CONSFor 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!
Mike
Telecommunications, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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?
PROSAlways 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
CONSI don't have anything to complain about. I came to Plum already having experience in this industry and they're delivering everything I need.
Reason 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.
Nelson
Insurance, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2021
Review of Plum / Capterra Interactive Voice Recognition Phone system
Plum review June 2021 We have been using the Plum / Capterra IVR product for over 15 years. Recently, we have transitioned to the Cloud Platform and it has been working very well. It provides our customers with access to their policy and claim information and allows them to make credit card payments on their accounts. Since it handles credit card information, it is secure and is PCI compliant. It has performed very well over the years and is a very robust product. Plum is a very good price to value product. Since implementation we have been able to reduce staff by 11 people. Plus it is available 24/7 and now that it is in the cloud, it is available even if our datacenter is down for maintenance.
PROSAbility to access our database systems and provide information over the telephone to our customers. So then can access the Policy, Claims and make Credit Card payments.
CONSIt requires programming by the vendor to accomplish complex tasks. simple tasks are programmable by the end user.
Reason for choosing Plum Voice
This was the only Product we looked at.
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Choose them and don't look back
It's great.
PROSTheir 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]!
CONSWe like it all. We preferred to use the "PlumDev" where we build our own VoiceXML so we have ultimate flexibility on the workflow.
Anonymous
201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
Plum is awesome!
Everything about Plum platforms are intuitive and easy to navigate.
CONSI have no complaints about any Plum products, their customer care is top notch as well.
Rich
Computer Software, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSVery 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.
CONSThe 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.
Emma
Internet, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Excellent Product Quality, and Service Level
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.
CONSWhile 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.
Michelle
Insurance, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2021
Plum IVR
I work directly with [SENSITIVE CONTENT HIDDEN], she and her team have been very accommodating in assisting us to migrate to the cloud version. They have been very gracious in answering our questions and letting us know other features available to us.
PROSWe have a high volume of customers who rely on the IVR to obtain their information then we recently found out that we can do surveys as part of the software, this will be a huge time saver for our organization as this function has been done manually in the past.
CONSI would like for us to be able to make the changes ourselves, I know it's available to us but we will have to be trained.
Reason for choosing Plum Voice
Ease of use and costs.
Stephanie
Utilities, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSWe 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.
CONSThe 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.
Ivan
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
Ivan Pena CHC
My interactions with the Plum team have been great. East to work with and very responsive.
PROSI am not a user, but the team who I support seem very happy with the solution.
CONSI don't have any negative or least liked things to share.
Derek
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2023
Simple IVR service plugs into your technology stack
Good cost effective product
PROSEasy to integrate with other customer support tools
CONSDid not use the product as an end user so difficult to speak to feature gaps
Reason for choosing Plum Voice
Cost, ease of implementation
Eduardo
Hospital & Health Care, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
The perfect ally in your business growth plan.
We've been able to interact with customers 24/7 and provide effective assistance because our departments are connected through the IVR tool.
PROSPlum Fuse offers personalized and effective solutions tailored to your business and aimed at supporting customer interaction.
CONSInitially, I experienced a challenge in understanding how to use the programming tool.
Josh
Financial Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
Extremely reliable with high uptime.
Great UI to build and manage IVR applications. Good analytics and reports that detail customer journey. Ease to manage phone number.
CONSknowledge of VoiceXML is required to create more complex IVR applications. knowledge of speech rec is required to build conversational dialogs.
Pavan
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2022
Best IVR service provider for field workers
Overall good experience to develop and provide solutions to our field workers.
PROSQuick response and ability to use customized audio files with different languages.
CONSAPI for customized reports could be improved
Anonymous
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSThe software is pretty easy to manage - standard VXML.
CONSSome 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
Rosie
Health, Wellness and Fitness, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSWhat I like most is the ease of use. Our account representative is also very responsive and helpful.
CONSMy 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.
Will
Information Technology and Services, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
Great solution for our IVR needs
We were able to easily develop our plug-in to work seamlessly with the Plum platform
CONSWould like more reporting options for our clients.
Arvind
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2022
Tech Review
I have wonderful experience till now
PROSPlum voice is Easy to use and implement.
CONSNothing right now.
Anonymous
11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
Great product and great reliability!
The up-time is great and the ease of use is excellent!
CONSNo cons currently for this platform. They took our requests for improvements and made those changes. Then they published them in a very timely manner.
Michael
Government Administration, 2-10 employees
Used more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2020
Essential for our annual survey
Overall, we've been happy with Plum Voice.
PROSOur 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.
CONSI've run into a few limitations when trying to edit the content of our survey.