IVR

Make it easy for your customers to manage their subscriptions… so you don’t have to

With an automated-first approach in your contact center, VoicePort IVRs do the heavy lifting for you.

• All calls answered regardless of volume
• Customers can self-serve 24/7
• Simple menus encourage use
• Industry-leading containment reduces calls to agents
• Skills-based routing option
• Integrated with your circulation system/CRM
• Fully-managed and cloud-based, minimizing your IT staff resources
• Extensive dashboards, analytics, and reporting

Inbound DTMF IVR – customers use touch-tone menus

Inbound Advanced Speech Recognition IVR – customers say their responses

Outbound IVR – options for both DTMF and speech recognition for better service and reduced inbound calls

With a VoicePort IVR automating your calls, your customers can self-serve for:

• Purchases
• New subscription starts
• Delivery problem reporting, including multiple days
• Digital accounts, including password reset
• Account status
• Vacation holds
• Cancellations (Stop Save automation options available)

With a VoicePort IVR, your contact center can handle the more revenue impacting calls with fewer agents, while improving the customer experience and reducing contact center costs.

Get even more from your IVR, and your customers

Why settle for just automating calls?

For the best subscriber experience and to reduce inbound calls, take advantage of these add-on services:

Segmentation – Personalize inbound calls by integrating with multiple CRMs and data sources to identify customer attributes to help retain and engage your audience.  Offer different menus and call flows for:

• VIPs with high CLV
• Customers who haven’t activated their digital accounts
• Customers with credit cards about to expire

Analytics – A business intelligence platform for actionable insights and better, faster decisions.  Check your IVR performance at-a-glance with dashboards and create your own reports and visualizations with the no-code interface.

PCI Compliant Payment Service – Make paying easy with secure credit card payments and credit card updates right in the IVR.

• One-time payments
• EZ-Pay conversions

Web – Get all of your inbound IVR features on your website

Carrier Services for Newspaper Clients – Dispatch information via text message to your carrier team for fast and easy delivery complaint resolution

• Organize schedules and districts of carriers
• Track and send notifications to district managers
• Get summary reports and tracking. of texts sent and received