Gannett Chooses VoicePort
PITTSFORD, N.Y. - Gannett selected VoicePort's circulation Integrated Voice Response (IVR), CircPort, to be installed at its newest call center, serving 27 of its daily newspapers. Headquartered in McLean, Va., Gannett has operations in 41 states and worldwide. Gannett has a combined circulation in its newspaper group of approximately 7.2 million subscribers.
CircPort uses speech recognition to understand and process routine caller requests such as vacation holds, delivery problems and payments. Once CircPort is deployed, Gannett subscribers at these papers can access their accounts 24/7. Each of the 27 newspapers will have the ability to independently configure the application. The application is directly integrated into Gannett's proprietary circulation database to process transactions.
"Our vision is for consumers to choose Gannett media for their news and information needs, anytime, anywhere, in any form," said Robert Althaus, vice president of circulation for Gannett. "CircPort promises to help us deliver on that vision by offering our customers the latest in 24/7 service that they have come to expect in today's world."
"As we implement CircPort at our newest Center Of Excellence, we will build on our mission to successfully transform Gannett to the new environment," said Dave Orth, director of corporate telecom at Gannett. "And because speech recognition technology provides a natural conversational interaction, we are confident our customers will have an outstanding caller experience."