The Las Vegas Review Journal has chosen VoicePort to
provide inbound-self-service using advanced voice recognition IVR (interactive voice response).
This expanded deployment of VoicePort’s cloud-based CircPort IVR is aimed at
giving subscribers more self-serve customer service options, according to a
VoicePort news release.
Subscribers
now have access to automated advanced speech recognition for self-serve
customer service when they call the customer service number, the release said.
They can report missed deliveries, make payments and request vacation holds
through the IVR without the need for a live customer service agent. If an agent
is required or requested, CircPort will transfer the call to the call
center using skill-based routing.
The
system’s non-blocking call feature eliminates busy signals even on the heaviest
call volume days, the release said.
The
enhanced inbound service compliments the outbound service employed bythe paper
for the past year for auto pay expiration, new subscription service starts,
service restarts and redelivery verifications.
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