Smart voice response smooths customer relationships

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Tennessee-headquartered Adams Publishing Group has adopted interactive voice response in the latest development of its call centre technologies.

The US newspaper and magazine publisher is working with TCN to provide new customer self-service features and a retention solution which creates automated outbound calls, emails or text messages such as new start verification, end of grace notification and credit card expiration reminders to reduce subscriber churn. TCN's Agent Gateway platform is also being used to connect subscriber calls to customer agents.

Adams publishes 63 community newspapers, 18 advertising shoppers, 20 specialty publications and 81 associated websites, as well as custom and specialised publications and digital services such as programmatic targeting and SEO. It operates seven press facilities.

Software will enable a subscriber wanting to talk with one representative to be transferred without having to repeat information gathered automatically.

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