PlumVoice, an independent interactive voice response (IVR) provider has launched an updated version of its VoiceTrends call analytics solution that now meets PCI-DSS standards to protect sensitive data while still providing call analytics for improving and decreasing overall customer service costs.
The secure solution allows financial services and health care companies to leverage detailed call analytics, which are vital for optimizing IVR systems to strike the critical balance between providing excellent customer service with fewer transfers to more expensive live agents. Until now, companies required to comply with HIPAA or PCI standards had to forego the opportunity to collect this valuable data in order to protect customer information.
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.
The company said that VoiceTrends is the first analytics tool designed specifically for voice applications. 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.
"It's a complex balancing act that forces companies to make a tough choice between leveraging data that can help fine-tune the IVR and improve the customer experience, or turn off analytics to secure the data at the risk of alienating customers with a less-than-ideal IVR," said Plum Voice CTO Matt Jones, in a statement. "With this new VoiceTrends solution, companies no longer have to make the choice. We're able to offer the best of both worlds: the ability to keep customers within the system and, subsequently, lower customer service costs, while still protecting sensitive data."