BH Media Group To Use VoicePort to Provide Top-Of-The-Line Customer Service
Publisher benefits from industry-leading customer service solutions
BH Media Group, Inc. has selected VoicePort, LLC to provide its subscribers with quality customer care by utilizing an intuitive interactive voice response system.
BH Media is the leading provider of fact-based news in communities it serves. The company has 31 award-winning daily newspapers and websites, as well as a number of associated weekly publications and an ABC television affiliate in Miami. Ultimately, BH Media’s goal is to keep its readers and viewers connected by delivering trusted information on whatever platform customers choose, including print, broadcast, online, mobile, social, e-mail or video.
Thanks to VoicePort’s CircPort™ automated IVR services, BH Media Group now has the ability to handle all inbound call traffic regardless of call volume spikes. Deployed in geo-redundant data centers and using SIP technology, CircPort will provide callers with advanced self-service options and, when required to talk with agents, smart dynamic routing will ensure callers are directed to representatives knowledgeable about their product and service.
VoicePort’s proven CircPort™ automated IVR is user-friendly, intuitive to use with dual modality speech and touch tone input. CircPort is integrated in real time via API’s to each newspaper’s circulation database, providing callers with information about their subscription.
Using real-time data, CircPort is able to take delivery complaints, payments, credit card updates and vacation stops. Combined with the VoicePort Carrier Services module, redelivery dispatch notices are sent directly to the carrier without the need for reentry. VoicePort’s outbound module is then utilized later that day to make outbound phone calls or emails to subscribers to confirm a redelivery has been received. Subscribers responses are then posted back in to the circulation database.
The Outbound module also will be used for subscriber communications, such as credit card expiration and updates, restart and new start verification, and other important account information.
“VoicePort is pleased to welcome BH Media Group to the expanding CircPort user family,” said Chris Mann, VoicePort CEO. “The BH Media team’s depth of experience and vision for customer service fits well with the VoicePort culture and vision of providing a great customer experience and using technology to scale. We look forward to working with them to continue to innovate our technology and the services we offer to the newspaper industry.”