CHATTERBOX in the News
Newspapers and Technology
Sun-Times streamlining subscriber self-service
BY TARA MCMEEKIN CONTRIBUTING WRITER Sep 18, 2019
The Chicago Sun-Times earlier this year implemented technology to bolster self-service functions for its subscribers. The publisher selected Innovative Systems Design’s Chatterbox Cloud Self-Service platform, which enables interactive voice response (IVR).
Located in Montreal, Innovative Systems Design (ISD) has been providing self-service solutions to the newspaper industry since 1987. We invented the first Circulation Interactive Voice Response system at a newspaper that is still our customer today.
SANDUSKY NEWSPAPER GROUP GETS MEASURABLE SAVINGS...
SNG knew they needed to add automation to their customer service workflow but there was concern that subscribers would not accept or use an automated system. However, it soon became clear that CHATTERBOX Cloud’s extreme flexibility, based on ISD’s sole focus on developing and implementing newspaper IVR solutions, would allow them to design the optimal IVR call flow for each market.
MAINETODAY MEDIA SAVES MONEY...
MTM uses a standard internet connection to send subscriber calls to CHATTERBOX Cloud IVR. This method offers great quality at an extremely low cost for all incoming calls as well as transferring callers to a customer service agent. Public internet connectivity is just one of the many telecom architectures available with CHATTERBOX Cloud.
THE BOSTON GLOBE SELECTS CHATTERBOX™ CLOUD FOR IT’S ADVANCED TECHNOLOGY
CHATTERBOX Cloud provides The Boston Globe a cost effective solution offering not only best in class automated customer service but additional mobile functionality to facilitate interaction with today’s subscribers. CHATTERBOX Mobile has been completely redesigned and migrated from an iOS/Android app to a Responsive Design App in order to make subscriber self-service quick and easy; all without the need to download and install another app on their SmartPhone or tablet.
"Excellent customer service has always been and will continue to be one of our most important business drivers,' said Aaron Andrade, Director Customer Experience Boston Globe Media Partners, ‘CHATTERBOX cloud allows us to deliver best-in-class service to our most tech-savvy subscribers."
HEARST NEWSPAPERS GOES LIVE ON CHATTERBOX™ CLOUD
Innovative Systems Design Inc. (ISD), the inventors of newspaper customer service IVR (Interactive Voice Response) and the market leader in IVR development is pleased to announce that Hearst Newspapers has moved to CHATTERBOX™ Cloud.
Hearst Newspapers have been using onsite CHATTERBOX™ systems for many years. Hearst recognized that Chatterbox continues to provide the best solution available on the market and made the decision to consolidate their properties onto CHATTERBOX™ Cloud.
BRUNSWICK NEWSPAPERS INC. GOES LIVE ON CHATTERBOX™ CLOUD
Call containment was an important factor for BNI when deciding on a consolidated solution. CHATTERBOX’s evolution to a cloud solution is based on over 28 years of experience in automating newspaper customer service and a best-practice approach. CHATTERBOX has processed millions upon millions of calls for newspapers of all sizes and our methods produce the best results for both inbound call containment as well as customer acceptance and usage of the system.
“The functionality of Chatterbox has allowed us to improve our customer service. One of the biggest improvements is that the application allows us to serve our customers in both English and French languages. Another excellent feature is that Chatterbox can handle our weekly publications and the other smaller community papers even recognizing if a customer has more than one publication subscription.”
THE GLOBE AND MAIL CHOOSES CHATTERBOX™ CLOUD
“After a decade with an on premise traditional voice recognition only system, The Globe and Mail was looking for a more flexible and scalable solution that would be using technology that complemented the overall telephony direction taken by the organization.” Stated Andrée Gosselin O’Meara, Director, Customer Services, “After several months of search, The Globe chose Montreal-based ISD/CHATTERBOX. CHATTERBOX’s solution offered flexibility to the user via the Dual Touch-Tone/Voice-Recognition option. It also offered scalability and up-to-date technology choices via its cloud based solution using Canadian telephony partners and easily integrated with The Globe’s service provider.”