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, including print, broadcast, online, mobile, social, e-mail, or video.
A Marketing Resource LLC was established in 2001, and is one of the publishing industry’s leading providers of customer care, consumer marketing, classified sales and consulting. AMR began partnering with the Honolulu Star Bulletin in 2006 and worked closely with OPI in 2010 to help facilitate the aforementioned merger in the areas of customer care, consumer marketing and classified sales. AMR has been dedicated for over 13 years to providing quality customer service for all OPI products and services.
Thanks to VoicePort’s CircPort® IVR services, AMR has the ability to handle all inbound call traffic for The Honolulu Star-Advertiser regardless of call volume spikes. Deployed in geo redundant data centers and using SIP technology, CircPort® provide callers with advanced self-service options and, when required to talk with agents, smart dynamic routing will ensure callers are directed to representatives that are knowledgeable about each OPI publication.
“We needed the ability to provide customers with the highest level of service while making it easy for them to quickly access and manage their subscriptions,” said Joe Cooper, AMR General Manager/Pacific Division. “VoicePort’s IVR is highly intuitive and our expectation is to see an increase in customer satisfaction while protecting our bottom line.”
VoicePort’s proven CircPort® automated IVR is user-friendly and intuitive, with dual modality speech and touch tone input. CircPort® is integrated in real time via APIs to each newspaper’s circulation database, providing callers with information about their subscriptions.
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 Honolulu Star-Advertiser-Oahu Publications, Inc., to the expanding CircPort® user family,” said Chris Mann, VoicePort CEO. “Honolulu Star-Advertiser-Oahu Publications, Inc., 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.”
VoicePort, LLC, provides automated, customizable, and integrated communication solutions for newspapers. Our experienced team of engineers has created technologically superior solutions using advanced-speech and web applications. VoicePort’s product line includes CircPort®, CircPort® Web, and Carrier Services. These products allow our clients to reduce costs by providing multi-channel, cost-effective, personalized communications alternatives. VoicePort’s superior solutions are recognized as innovative and highly effective in the newspaper industry.