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Albuquerque Journal’s Success with Messaging

Late last spring, The Albuquerque Journal implemented messaging for customer service on their website. They also started deflecting inbound IVR customer service calls made from cell phones to messaging. Of the callers offered messaging, 10% choose the messaging option for faster service.  Containment averages 60%. If the messaging bot is unable to answer a subscriber's question, it seamlessly transfers the chat conversation to a live agent via skills-based routing, who can handle multiple conversations at a time. And just like with their IVR, messaging transactions (both chatbot and live chat) are recorded in the CRM in real time. The success is due to...

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VoicePort Announces Agreement with LivePerson to Offer AI-Powered, Industry-Leading Messaging Platform

VoicePort, LLC has announced an agreement with LivePerson, Inc. (NASDAQ: LPSN), a global leader in conversational commerce solutions, to offer its industry-leading conversational platform, LiveEngage, to newspaper clients. Through LiveEngage and VoicePort’s CircPort integration, newspapers can give their customers the ability to interact with them anytime from anywhere through the world’s most popular messaging channels — including Apple Business Chat, WhatsApp, SMS, Facebook Messenger, and RCS — as well as through messaging conversations on the newspapers’ own websites. Compared with traditional phone calls, messaging conversations, which eliminate the need to wait on hold and take place in the channels customers prefer,...

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Las Vegas Review Journal

The Las Vegas Review Journal has selected VoicePort, LLC as their provider of inbound-self-service using advanced voice recognition IVR as part of a continued drive for improved customer service and experience.  This expanded deployment of VoicePort’s cloud-based CircPort® IVR will give subscribers more self-serve customer service options. After enjoying a consistent above average human answer rate of 56-58% with CircPort’s outbound calling module, The Las Vegas Review Journal predicts that the new conversational inbound IVR will help improve key subscriber metrics such as first call resolution, higher caller IVR automation rates, and lower number of agent-assisted calls. Chris Blaser, VP of Audience with...

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