Plum Voice, an interactive voice response (IVR) provider, launched an updated version of its 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.
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 Plum Voice CTO Matt Jones
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.
[Posted by Peter Lyle DeHaan, PhD for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]