What Plum Voice does

Plum Voice is a voice automation and IVR (interactive voice response) technology provider founded in 1999 and now operated as a sub-brand ("Plum IVR" / "Modern IVR") inside SharpenCX following its acquisition by Sharpen Technologies Inc. The company's core product is an enterprise-grade IVR platform built on VXML 2.1, featuring the Plum Fuse low-code drag-and-drop flow builder that enables both developers and non-technical teams to design, test, and deploy voice flows, with 37+ pre-built templates. Technical differentiators include CCXML-based call control (skills-based routing, parallel call legs, supervised transfers), DTMF tone masking for PCI-compliant payment capture, NLU-driven conversational AI routed via integration with Google Dialogflow, and VoiceTrends analytics for real-time containment and call-path performance monitoring.

The platform is delivered via a hybrid SaaS subscription model with usage-based consumption components and professional services for custom VoiceXML/JavaScript implementations. GTM is sales-led and hybrid in nature: enterprise field sales for large contact center deployments, inside sales for mid-market, and a self-serve portal with immediate deployment for SMBs. Distribution is augmented by a channel partner deal registration program, and the platform targets regulated, high-volume-call verticals — Financial Services, Healthcare, Retail & eCommerce, Education, and SMBs — leveraging PCI DSS Level 1, SOC 2 Type II, HIPAA-eligible, and ISO 27001 certifications as compliance-driven entry wedges. Headcount is reported in the 11-50 range, with the operating entity domiciled in Murray, Utah under Sharpen Technologies Inc.

Name

Plum Voice

Legal name

Sharpen Technologies Inc.

Website

https://plumvoice.com

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

11–50 employees

Ownership category

akta.pro rank

Product category

Contact Center / IVR Software

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)

akta.pro secondary industries

Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC), Audio & Speech Analytics (call analytics, QA, insights) (HDAAAFAH), Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

Keywords

• Interactive voice response
• IVR platform
• Call routing software
• Voice automation
• Contact center software

Headquarters

HQ city

New York

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Infrastructure, Marketing or Sales, Operations

Revenue model

1. IVR Platform Subscription: SaaS subscription model for Plum IVR platform access, including the Plum Fuse builder, analytics, and core IVR functionality. Pricing is quote-based, likely tiered by call volume or features.
2. Usage-based Pricing: Platform supports usage-based consumption models tied to call volume, with VoiceTrends analytics tracking usage patterns, suggesting consumption-based revenue components.
3. Professional Services: Implementation and customization services for enterprise deployments requiring custom JavaScript or VoiceXML development beyond standard modules.

Go-to-market motion2 records

Distribution channels4 records

Marketing channels6 records

Core offering

Plum Voice provides an enterprise-grade Interactive Voice Response (IVR) platform built on VXML 2.1 with a low-code, drag-and-drop flow builder called Plum Fuse, conversational AI/NLU, and CCXML call control. The platform enables contact centers and enterprises to automate call routing, deliver 24/7 self-service for account inquiries and payments, capture PCI-compliant payments via DTMF tone masking, and integrate with CRMs, EHRs, payment gateways, and databases via REST/SOAP APIs.

Product overview

Plum Voice (now part of SharpenCX) operates as a platform-plus-modules architecture combining voice automation with broader CX capabilities. The core offerings include Plum IVR/Modern IVR for intelligent call routing with drag-and-drop flow building, Plum Fuse as the low-code visual builder, AI Voice Agents for autonomous 24/7 conversations, and Contact Center tools for agent management. These are supplemented by Messaging & SMS for cross-channel engagement, Ytel Sales Dialer for outbound campaigns, Number Remediation for phone validation, and VoiceTrends Analytics for performance monitoring. All components share unified integration APIs (REST/SOAP) and NLU-powered routing capabilities.

Differentiator

Problem solved

Functional benefit

Products and services

• Plum IVR (Modern IVR) Enterprise-grade IVR system with drag-and-drop flow builder backed by VXML 2.1 and conversational AI, enabling intelligent call routing, self-service resolution, and PCI-compliant payment capture for contact centers.
• Plum Fuse Low-code, drag-and-drop flow builder for IVR call flows targeting developers and non-technical teams, with full VXML 2.1 output, 37+ pre-built templates, and support for custom JavaScript or VoiceXML additions.
• AI Voice Agents AI-powered voice agents that handle customer conversations 24/7 without human agent intervention, with intent detection, entity extraction, and conversational capabilities.
• Contact Center Complete agent toolkit for handling inbound and outbound customer interactions across multiple channels with full context preservation.
• Messaging & SMS Cross-channel messaging platform enabling seamless customer communication via SMS and other messaging channels.
• Ytel Sales Dialer Outbound sales dialing solution for reaching prospects and closing deals with smarter calling campaigns.
• Number Remediation Phone number validation and cleaning service ensuring calls connect with clean, trusted phone numbers.
• VoiceTrends Analytics Real-time analytics dashboard for monitoring IVR performance including containment rates, call path performance, menu abandonment, and DTMF vs. speech usage metrics.

Quantifiable outcome

• 3 days to deploy Modern IVR
• +2 more outcomes

Named customers3 records

Segments5 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

AI capability4 records

Feature6 records

Partnerships

Two partnerships are on record, tiered core.

• Google DialogflowcoreTechnology or IntegrationTechnical integration partnership allowing Plum IVR to connect with Google Dialogflow for enhanced natural language understanding and conversational AI capabilities within IVR flows.
• Amazon Web Services (AWS)coreTechnology or IntegrationAWS integration for cloud infrastructure and services including AWS S3 for data storage and Amazon DynamoDB for database connectivity, enabling scalable cloud-based IVR deployments.

Scale indicators5 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Talkdesk: Talkdesk provides cloud contact center software with low-code flow designers, AI virtual agents, and vertical IVR templates, directly overlapping Plum Fuse's drag-and-drop positioning and Financial Services / Healthcare go-to-market.
• Five9: Five9 Intelligent CX is a cloud CCaaS suite with deep IVR, VXML-style flow design, and AI virtual agents, directly competing with Plum Fuse in mid-market and enterprise voice automation. Overlapping financial services and customer service vertical focus.
• NICE CXone: NICE CXone is an enterprise cloud contact center platform offering IVR/voice self-service, conversational AI, and PCI-compliant payment workflows, making it a direct competitor to Plum Voice in regulated inbound voice automation.
• Twilio: Twilio Programmable Voice and Flex deliver developer-first IVR, VXML-style call control, and conversational AI APIs targeting the same developers and enterprise CX teams Plum Voice serves, especially via AWS-native and programmatic deployments.
• Genesys: Genesys Cloud CX is a leading CCaaS platform with native IVR, voice bots, and conversational AI serving the same enterprise contact center buyers as Plum Voice's Modern IVR. Both target financial services and healthcare with skills-based routing and PCI-friendly payment flows.
• Amazon Connect: AWS-native cloud contact center with built-in IVR/contact flows, Lex-based conversational AI, and PCI/HIPAA-eligible hosting. Competes head-to-head with Plum Voice on self-service voice automation, especially among AWS-shop customers.

Broad incumbents

• 8x8: 8x8 is an established UCaaS and CCaaS vendor whose Contact Center product bundles IVR, voicebots, and analytics, competing with Plum Voice from a broader communications platform angle rather than as a stand-alone IVR specialist.
• Avaya: Avaya offers enterprise contact center solutions including IVR and ACD as part of a much wider communications portfolio, providing broad-incumbent overlap with Plum Voice across large enterprise voice self-service use cases.
• Cisco (Webex Contact Center): Cisco's Webex Contact Center bundles IVR, AI assistants, and UCC integrations, serving the same large-enterprise contact center buyers as Plum Voice but as part of a broader collaboration and networking portfolio.

Emerging players

• Vonage (Ericsson): Vonage Communications APIs and Vonage Contact Center offer programmable voice, VXML-style IVR, and conversational AI tooling targeted at SMB and mid-market users, partially overlapping Plum Voice's lower-touch motion.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/plumvoice
• LinkedInlinkedin.com/company/plum-voice
• Facebookfacebook.com/plumvoice

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Plum Voice