St. George, UT, USA, July 30, 2020 -- TCN, Inc., a provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, celebrates the success of its ongoing partnership with Adams Publishing Group (APG). APG is a publisher of 37 daily newspapers, 90 non-daily newspapers, and several other media-related businesses in 20 states and the District of Columbia. The organization has selected TCN to provide the Interactive Voice Response (IVR) solution to improve customer self-service and call center efficiencies.
"APG is thrilled to be working with TCN to provide state-of-the-art IVR functionality to our customers," says Esther Maina, VP of Circulation and Audience Development at APG. "Our priority is to provide high-quality products and services that make a positive difference in the lives of readers and communities. We are excited that TCN is helping us achieve these goals!"
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TCN’s automated IVR solution will allow APG to provide customer self-service features, improving customer satisfaction, and call center efficiency. In addition to the IVR features, APG will use TCN retention solutions for automated customer service calls. The retention solution creates automated outbound calls, emails, or text messages such as new start verification, end of grace notification, or credit card expiration reminders to reduce subscriber churn. APG is also leveraging TCN’s Agent Gateway platform to connect subscriber calls to customer agents.
"APG has a diverse subscriber base, and it is important that self-service options be successful and easy to use," explains Tony Ort, Director of Media Partnerships at TCN. "With TCN software, a subscriber wanting to talk with a customer service representative can easily be transferred without having to repeat information gathered by the IVR. The ease of use and the self-service options offered by TCN will increase caller containment and provide a lower cost per customer call while improving APG’s call center efficiencies."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.tcn.com
About TCN:
A Global Provider in Call Center Technology: TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN supports billions of interactions every year between call center agents and customers.
A Comprehensive Platform: TCN’s flagship cloud-based contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. TCN’s secure platform integrates seamlessly with leading APIs and is accessible to agents with visual impairments.
Published: Friday, July 31, 2020
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