Plum Fuse

What Plum Fuse is

Plum Fuse is a visual, low-code builder for creating production-grade IVR applications. It is designed for CX leaders and non-technical teams without VoiceXML expertise, and provides full VoiceXML 2.1 output. The builder includes more than 37 production-ready templates and NLU-powered conversational AI. API integrations connect CRM, billing, scheduling, and internal systems in real time. Fuse also supports Google Dialogflow, Amazon DynamoDB, and Amazon S3, with S3 used for call recordings only. Payment capture can use PCI-compliant DTMF masking to keep card digits from agents and call recordings. The Fuse API handles outbound call queuing, bulk calls, call status, cancellation, and call-log retrieval. Recorded audio is held temporarily in memory and deleted when a call ends; it is not stored. Session logs remain on a rolling one-year basis, while detailed call logs are available for five days. Plum Voice states that it holds PCI DSS Level 1, SOC 2 Type II, Cyber Essentials, and ISO 27001 certifications, and operates Tier 1 telecom infrastructure with a 99.9% uptime SLA. Fuse is cloud-deployed and available through web and API; pricing is on request.

Who it suits

Plum Fuse is aimed at CX leaders and non-technical teams building IVR applications without VoiceXML expertise. Its API integrations and call-handling tools may also suit teams connecting voice flows to business systems.

Limits

Recorded audio is deleted when each call ends, and Fuse has no recorded-audio storage. Session logs remain for one year on a rolling basis, while detailed call logs are available for five days. The SMS module requires a Plum DEV account with an SMS-enabled, non-PCI phone number.

Getting started

1. Visit the Plum Voice website.
2. Use the web product or API; Fuse is cloud deployed.
3. Request pricing for the Plum Fuse plan.
4. For SMS, obtain a Plum DEV account with an SMS-enabled, non-PCI phone number.

Verdict

Plum Fuse combines a visual IVR builder with templates, conversational AI, and API connections to business systems. Readers should note its pricing is on request and its call-log and audio retention limits.