The Spokesman-Review (Spokane, Wash.) has selected VoicePort’s cloud-based interactive voice recognition (IVR) service to provide automated subscription services and support to their readership.
The solution combines VoicePort’s proven CircPort™ automated IVR services with advanced SIP telecommunications, funneling inbound customer service calls to CircPort’s user-friendly, intuitive, dual modality speech and touch tone IVR. Callers whose accounts require specialized agent handling are transferred via smart skill-based routing to the Spokesman-Review’s call center.
“We needed the ability to provide our customers with the highest level of service while making it easy for them to quickly and easily manage their subscriptions,” said Pat Leader, director of circulation and audience development for the Spokesman-Review. “VoicePort’s IVR is highly intuitive and our expectation is to see an increase in customer satisfaction while protecting our bottom line.”
With CircPort’s IVR customer service, the Spokesman-Review now has the ability to handle 100 percent of inbound call traffic regardless of call volume spikes, maximize IVR containment, and further reducing caller wait times and dropped calls.
“The Spokesman-Review realized that their readers were not able to effectively manage their subscriptions with the existing IVR and that spikes in call volumes presented challenges for the call center” said Christopher Mann, president and CEO of VoicePort. “By providing a detailed analysis of the call patterns and telecom infrastructure, we were able to design our solution to address the newspaper’s needs and future expansion, all without capital expenses.”
Deployed within geo-redundant co-locations with SIP trunking and MPLS networks, CircPort uses SIP trunking to effectively reduce cost and improve reliability.
“Traditional circuit-switched network elements are eliminated, offering a highly reliable, fully redundant voice distribution architecture that can scale on demand,” said Mann. “That’s what makes CircPort so attractive to our partners in the newspaper industry, and we continue to make advancements to support their readership and customer service needs.”
The Spokesman-Review is now benefiting from utilizing a cost-effective IVR solution while VoicePort continues to develop, advance and innovate technology to better serve the newspaper industry.