Gannett Equips Second Call Center with VoicePort

By: E&P Staff

Gannett Co. will use VoicePort’s speech-recognition system in a second circulation call center, in Louisville, Ky., serving 42 of the group’s dailies.

Gannett currently uses VoicePort’s CircPort integrated voice-response system at its Tulsa call center

CircPort technology will automate 6.5 million calls received annually at the Louisville center. The system handles circulation phone calls using advanced speech recognition to understand and automatically process typical caller requests, according to VoicePort. With the system, customers can perform routine tasks such as ordering a temporary delivery hold, reporting delivery issues, and checking account status.

The system routes calls it cannot handle to customer service reps.

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