CircPort Archives - Voice Port

March

2021

Albuquerque Journal’s Success with Messaging

March 19, 2021

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...

January

2020

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

January 14, 2020

In Blog, CircPort, VoicePort

By andrew

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,...

July

2019

Las Vegas Review Journal

July 9, 2019

In Blog, CircPort, VoicePort

By amy

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...

May

2019

Audience Engagement Solution

May 3, 2019

In Audience Engagement Solution, CircPort, VoicePort

By Jeff

VoicePort launches new product, Audience Engagement Solution (AES) Rochester, NY -- The use of analytics has become a strategic cornerstone in business development strategies throughout the newspaper industry. This data can provide a better understanding of subscribers, their habits, and their desires. VoicePort has produced an innovative and reactive solution to assist with retaining customers. The Audience Engagement Solution (AES) segments customers based on known attributes such as age, customer life value, and digital subscription habits. This provides an opportunity for newspapers to better understand their customers while also preventing the subscribers from ending their subscription. A practical example of our solution can...

April

2019

Oahu Publications, Inc. and A Marketing Resource LLC Select VoicePort’s Advanced CircPort® IVR

April 16, 2019

In CircPort

By amy

Oahu Publications, Inc (OPI) and A Marketing Resource LLC (AMR) have selected VoicePort LLC to provide subscribers with quality customer care by utilizing an intuitive interactive voice response system. Since its establishment in 2001, Oahu Publications Inc. has emerged as Hawaii's major print media company. OPI's flagship publication is the daily Honolulu Star-Advertiser, established in 2010 when the Honolulu Star-Bulletin (est. 1882) and The Honolulu Advertiser (est. 1856) merged after OPI purchased The Honolulu Advertiser from Gannett Corp. Ultimately, Honolulu Star-Advertiser-Oahu Publications, Inc.'s goal is to keep its readers and viewers connected by delivering trusted information on whatever platform customers choose,...

November

2018

NTVB Media selects VoicePort’s IVR to Optimize Call Center

November 19, 2018

In CircPort, VoicePort

By Jeff

NTVB Media, the leading publisher of TV entertainment and listings magazines, has selected VoicePort, LLC to provide an IVR solution to improve customer self-service and call center efficiencies. NTVB Media publishes program guides for their 20 million readers every day across the United States. The guides provide information to their readers about TV programs. This information includes what shows are new and what shows are worth watching. NTVB provides this information via their published magazines and their corresponding websites. VoicePort's CircPort automated IVR solution will allow NTVB to enhance customer self-service while also improving both customer satisfaction and call center efficiencies. VoicePort's...

February

2018

Albuquerque Publishing Company, Selects VoicePort’s Advanced CircPort® IVR

February 8, 2018

In CircPort, VoicePort

By Katie

Publisher benefits from implementing industry-leading solution to optimize customer service Albuquerque Publishing Company, has selected VoicePort, LLC to provide its subscribers with quality customer care by utilizing an intuitive interactive voice response system. Albuquerque Publishing Company, is the leading provider of fact-based news in communities it serves. Ultimately, Albuquerque Publishing Company goal is to keep its readers and viewers connected by delivering trusted information on whatever platform customers choose, including print, online, mobile, social, e-mail or video. Thanks to VoicePort’s CircPort® automated IVR services. Albuquerque Publishing Company, has the ability to handle all inbound call traffic regardless of call volume spikes. Deployed in...

July

2017

BH Media Group To Use VoicePort to Provide Top-Of-The-Line Customer Service

July 18, 2017

In CircPort, VoicePort

By Katie

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...

April

2017

The Seattle Times Selects VoicePort’s CircPort Customer Service IVR

April 18, 2017

In CircPort, VoicePort

By Katie

Publisher benefits from industry-leading cloud-based IVR solution ROCHESTER, NY--(Marketwired - April 12, 2017) - The Seattle Times 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 Seattle Times call center. "At The Seattle Times, we have a major project underway to replace our circulation database with a state of...

December

2016

The Spokesman-Review Selects VoicePort’s CircPort Customer Service IVR

December 8, 2016

In CircPort, VoicePort

By Katie

Publisher benefits from industry-leading cloud-based IVR solution ROCHESTER, NY--(Marketwired - December 08, 2016) - The Spokesman-Review (Spokane, WA) 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...