By: E&P Staff
The Star-Bulletin, Honolulu, Hawaii, is the first newspaper to incorporate MediaSpan Media Software’s CirculationPro system with speech-recognition technology from VoicePort, Pittsford, N.Y.
The Star-Bulletin, which has been using CirculationPro to manage circulation needs for more than eight years, recently upgraded to version 3.5 and began using VoicePort’s CircPort to automate many circulation functions by telephone. The speech-recognition application automatically enters information from subscriber phone calls into the CirculationPro database.
According Star-Bulletin Operations Manager Rayline Sebay, in the first week of going live with the integrated systems, CirculationPro and CircPort together processed an average of 45% of customer calls for services such as vacation holds, account status, and delivery problem reporting. “I like that we are able to check everything … before any actual changes are made to the accounts,” she said in a statement.
“Utilizing the MediaSpan application interface, the integration of VoicePort’s CircPort application was very straight forward,” said VoicePort North American Sales Director Kevin Cawley. The result, he added, is that Star-Bulletin agents “are much more accessible to callers who really need to speak to a live agent.”