TCN, Inc., a leading 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!”
TCN’s automated IVR solution will allow APG to provide unique 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 award-winning Agent Gateway platform to connect subscriber calls to customer agents.
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“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.”
TCN cloud-based contact center software is a cost-effective, advanced suite that eliminates the need for complicated hardware. Switching from on-premise to cloud software helps improve connectivity between agents and customers and increase efficiency without the need for additional staff. The software provides industry-leading features such as predictive dialer, Interactive Voice Recording (IVR), call recording, and speech analytics. TCN’s “always-on” cloud-based delivery model gives end-users the ability to scale quickly and easily to adjust with evolving business needs.
Learn more about TCN’s IVR, download our IVR Product Sheet now.
About TCN:
TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing. For more information, visit https://www.tcn.com/ or follow on Twitter @tcn.
About Adams Publishing Group:
Adams Publishing Group, LLC (APG) operates 63 community newspapers, 18 advertising shoppers, 20 specialty publications, and 81 associated websites providing an important communication tool for citizens and businesses in their local communities. In addition, APG publishes many custom and specialized publications, provides digital services such as Programmatic targeting, social media, search engine optimization (SEO), mobile, website marketing, and operates seven press facilities that provide quality print products and commercial printing services to businesses regionally.