Plum Voice Releases Fuse+

Plum Voice, a communications platform-as-a-service (cPaaS) provider, has released Fuse+, a new version of its visual IVR call-flow editor and communications platform. Fuse+ streamlines IVR development and offers better security and simplified application management.

Instead of writing lines of code, Fuse+ employs a visual call-flow editor that clearly maps out the customer journey. Using pre-built modules and drag-and-drop functionality, Fuse+ lets users actually see how the components of their IVR and voice applications interact and how that affects the customer experience. One-click application cloning saves developers time.

Fuse+ complies with Payment Card Industry (PCI), Health Insurance Portability and Accountability Act (HIPAA), and Service Organization Controls (SOC2) standards. Granular permissions let different stakeholders update relevant aspects of applications without affecting core functionality. Fuse+ also has VoiceTrends call analytics built into the platform.

"Companies and their customers have dealt with bad IVR for far too long," said Plum's chief technology officer, Matt Jones, in a statement. "Fuse+ rectifies that situation, and we're very proud of what our engineering team created.

"The ability for users to visualize IVR call flows helps them to deliver a great customer experience, and the built-in analytics and reporting makes application management and optimization easier than anything else currently available," Jones added.

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