# Plum Voice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Plum Voice the right IVR solution for you? Explore 30 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/19653/Plum-Voice-Hosted-IVR/reviews --- Plum Voice 4.8 (30) [View alternatives](https://www.capterra.com/p/19653/Plum-Voice-Hosted-IVR/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Plum Voice Ease of use 4.9 Customer Service 4.9 ## Pros and Cons in Reviews NN Nelson N Infrastructure AdministratorInsurance, 11 - 50 employeesUsed the software for: More than 2 years. “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.“ June 7, 2021 DT Derek T Solutions ManagerInformation Technology and Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “Easy to integrate with other customer support tools“ March 30, 2023 ER Emma R Application Development & Systems Manager Internet, 51 - 200 employeesUsed the software for: 1-2 years. “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.“ March 5, 2021 MS Michael S Chief Operating OfficerGovernment Administration, 2 - 10 employeesUsed the software for: More than 2 years. “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.“ July 27, 2020 ## Showing most helpful reviews Showing 1-25 of 30 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Director, Infrastructure Computer Software Used the software for: 2+ years ### "Plum is awesome!" April 18, 2023 5.0 Pros Everything about Plum platforms are intuitive and easy to navigate. Cons I have no complaints about any Plum products, their customer care is top notch as well. Review Source DR David R. CMO Marketing and Advertising Used the software for: 2+ years ### "Solid IVR platform" October 26, 2022 5.0 Really good responsiveness to customer service and account management inquiries by us. Pros Can 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. Cons Would 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. Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Genesys kicked us off the Angel.com platform that they acquired. Review Source AU Anonymous U. Administrator Utilities Used the software for: 2+ years ### "Easy to configure and deploy" September 28, 2021 4.0 Pros the graphic user interface supports ease of deployment Cons need better admin controls for team support Review Source MY Mark Y. Sr. Director of Technical Support Computer Software Used the software for: 2+ years ### "Excellent Product & Customer Service" October 13, 2020 5.0 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. Alternatives considered [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing Plum Voice We were looking for a HIPAA Compliant Solution that integrated well with different platforms. Switched from [Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/) Were looking to take advantage of a better integration. Review Source DP David P. IT Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Great IVR solution for API integration" November 1, 2022 5.0 We have been PlumVoice customers for several years now, we have been pretty satisfied with all the communication solutions, especially SMS and IVR Pros Easy to integrate via API with our cloud infrastructure. Cons It would be helpful to have more code samples for .NET Alternatives considered [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing Plum Voice The long term package with all the requirements needed to fit our business model. Review Source PC Pete C. Integrations Analyst Financial Services Used the software for: 1-2 years ### "Fuse+ " June 18, 2019 4.0 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! Review Source MM Michelle M. Operations Manager Insurance Used the software for: 2+ years ### "Plum IVR" June 7, 2021 5.0 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. Pros We 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. Cons I 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. Review Source VR Verified Reviewer Vice President Client Success Information Technology and Services Used the software for: 2+ years ### "Easy to Use + Responsive Staff" February 10, 2021 5.0 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. Review Source VR Verified Reviewer Co-Founder Financial Services Used the software for: 2+ years ### "Choose them and don't look back" February 5, 2020 5.0 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. Review Source VR Verified Reviewer Product Director Information Technology and Services Used the software for: 1-2 years ### "Plum Voice Review" February 3, 2020 4.0 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. Review Source NN Nelson N. Infrastructure Administrator Insurance Used the software for: 2+ years ### "Review of Plum / Capterra Interactive Voice Recognition Phone system " June 7, 2021 5.0 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. Pros Ability 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. Cons It 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. Review Source MB Mike B. Sr. SW Engineer Telecommunications Used the software for: 1-2 years ### "Reliability, with Top-Notch Support" August 14, 2020 5.0 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. 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. Review Source IP Ivan P. Vendor Manager Information Technology and Services Used the software for: 2+ years ### "Ivan Pena CHC" April 21, 2023 5.0 My interactions with the Plum team have been great. East to work with and very responsive. Pros I am not a user, but the team who I support seem very happy with the solution. Cons I don't have any negative or least liked things to share. Review Source RS Rich S. Director of Architecture Computer Software Used the software for: 2+ years ### "Plum|Dev" June 19, 2019 5.0 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. Review Source EL Eduardo L. Business Operations Coordinator Hospital & Health Care Used the software for: 6-12 months ### "The perfect ally in your business growth plan." April 4, 2023 5.0 We've been able to interact with customers 24/7 and provide effective assistance because our departments are connected through the IVR tool. Pros Plum Fuse offers personalized and effective solutions tailored to your business and aimed at supporting customer interaction. Cons Initially, I experienced a challenge in understanding how to use the programming tool. Review Source ER Emma R. Application Development & Systems Manager Internet Used the software for: 1-2 years ### "Excellent Product Quality, and Service Level" March 5, 2021 5.0 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. Review Source PA Pavan A. Software Development Manager Information Technology and Services Used the software for: 2+ years ### "Best IVR service provider for field workers" October 21, 2022 5.0 Overall good experience to develop and provide solutions to our field workers. Pros Quick response and ability to use customized audio files with different languages. Cons API for customized reports could be improved Review Source SR Stephanie R. Vice President of Customer Experience Utilities Used the software for: 1-2 years ### "Fuse+ Review" January 14, 2021 5.0 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. Review Source DT Derek T. Solutions Manager Information Technology and Services Used the software for: 2+ years ### "Simple IVR service plugs into your technology stack" March 30, 2023 4.0 Good cost effective product Pros Easy to integrate with other customer support tools Cons Did not use the product as an end user so difficult to speak to feature gaps Reason for choosing Plum Voice Cost, ease of implementation Review Source VR Verified Reviewer Director of IT Financial Services Used the software for: 1-2 years ### "Great product and great reliability!" July 19, 2019 5.0 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. Review Source WT Will T. Operations Manager Information Technology and Services Used the software for: 2+ years ### "Great solution for our IVR needs" March 1, 2023 5.0 Pros We were able to easily develop our plug-in to work seamlessly with the Plum platform Cons Would like more reporting options for our clients. Review Source RG Rosie G. Lab Operations Associate Health, Wellness and Fitness Used the software for: 6-12 months ### "PlumVoice is a big help to our team!" November 17, 2020 5.0 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. Review Source AP Arvind P. General Manager Information Technology and Services Used the software for: 2+ years ### "Tech Review" October 26, 2022 5.0 I have wonderful experience till now Pros Plum voice is Easy to use and implement. Cons Nothing right now. Review Source JE Josh E. Software Developer Financial Services Used the software for: 2+ years ### "Extremely reliable with high uptime." December 14, 2017 5.0 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. Review Source MH Matthew H. Network Support Engineer Facilities Services Used the software for: 1-2 years ### "Clear call service" March 21, 2023 5.0 Overall it works how we need it to, not many issues. Pros Typically clear and solid call quality. No dropped calls. Cons Some missed calls but that may be more on our end, not quite sure. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.