AIM Media Improves Customer Service and Efficiency With TCN IVR and Agent Gateway

TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, celebrates the success of serving the AIM Media companies.

AIM MEDIA companies include AIM Media Texas, LLC, AIM Media Indiana, LLC, and AIM Media Midwest, LLC. Collectively they publish 28 daily newspapers, several weeklies, and other media-related businesses in four states. The organization has selected TCN to provide Interactive Voice Response (IVR) and Agent Gateway solutions to improve customer self-service and call center efficiency.

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“TCN has gone above and beyond in customizing a widespread and state-of-the-art IVR system for our company,” says Robert Levrier, Audience Development Director at AIM. “We strive to provide our audiences with high-quality journalism and excellent services. We believe that customer service experience should be a smooth and easy process for our readers. TCN’s technology allows us to serve all our subscribers in communities across the United States quickly and accurately, in order to achieve our goals!”

When the AIM Media companies were faced with the challenges of COVID-19, they quickly recognized a need for an elite IVR system. The media company turned to TCN for solutions. TCN’s automated IVR solution provides opportunities for AIM customers to use self-serve options to customize subscription preferences, make payments, and so much more. AIM is also leveraging TCN’s award-winning Agent Gateway platform to connect subscriber calls to customer agents. This streamlining of call center functions will allow for quick resolutions and improve AIM’s customer satisfaction rates.

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“TCN is excited to be working with the AIM Media companies and providing them with top-of-the-line service and features,” says Tony Ort, Director of Media Partnerships at TCN. “With TCN software, a subscriber can easily navigate through the IVR to talk with a representative or get the information they need. TCN software has so much to offer the newspaper industry, and we look forward to continuing our relationship with AIM Media group of companies.”

Call center agents can get overwhelmed when working on an understaffed day. Immediately upon implementing the features of the TCN platform, AIM noticed results. Agents could handle calls without trouble, despite the fact that they were short-staffed. TCN solutions are cloud-based, making it extremely easy to customize and deploy worldwide. TCN has proven useful during the COVID-19 pandemic, with many call centers and organizations adjusting to working from home. TCN’s cost-effective software continues to help companies maintain customer service and improve efficiency throughout changes and transitions.

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