The Washington Times Deploys VoicePort and ScanSoft
The Washington Times launched a customer self-service application from VoicePort LLC and ScanSoft. The Washington Times selected the CircPort solution for enhanced service in its customer care center. After extensive internal testing, the fully integrated, self-serve application takes live subscriber calls to the newspaper's circulation department, handling all routine transactions including reporting a delivery problem, placing a vacation hold and starting a new subscription.
One of the first customers in the publishing industry to deploy a voice-services solution for customer self-service, The Washington Times continues to take an active role in helping to optimize the solution for a superior customer experience, and the deployment team rates the integration and implementation very positively.
The CircPort solution enables 24-hour customer service and real-time access to information, significantly reducing hold times for customers. By migrating to speech-enabled services, call centers can significantly improve customer service levels, generating enhanced operational efficiencies and ROI by reducing the amount of time call center agents spend facilitating routine customer transactions.