By: E&P Staff
The San Francisco Chronicle has implemented the CircPort OnPremise interactive voice response for circulation from VoicePort, Rochester, N.Y. The speech solution replaces a Touch Tone IVR at the Hearst-owned newspaper.
CircPort OnPremise now takes all the Chronicle’s in-bound circulation call center calls around the clock for delivery problems, vacation stops and starts, and account inquiries. It directly integrates with the paper’s Aspect CTI application, Contact Server, and with a new DTI circulation database.
“We needed VoicePort to integrate with both our legacy circulation system and our new circ system,” Circulation Customer Relationship Manager Juliette Mitchell said in a statement. With “a time-sensitive IVR issue” making on-time implementation imperative, Mitchell added that “VoicePort was flexible and quickly built the integration to both circulation systems on very short notice.”