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E. W. Scripps Selects Pronexus VBVoice to Increase Efficiency
Pronexus recently announced that the media company E.W. Scripps will use Pronexus (News – Alert) VBVoice for increasing the efficiency of the subscription system of the group’s newspaper
E. W. Scripps Company is a diverse media company operating 14 daily and community newspapers throughout the United States in addition to 10 broadcast TV stations.
Pronexus is a provider of voice applications and IVR development tools for developers. Pronexus IVR solutions are used for integrating voice with business systems, including unified communications, customer relationship management and field service automation systems.
In a press release, Pronexus announced that the E. W. Scripps Company will leverage Pronexus’ VBVoice based technology to standardize its subscription system consisting of such operations as handling complaints, activating vacations stops and restarts, registering delivery confirmations as well as payments.
Acknowledging that efficiency is important in the newspaper business, Scripp’s VBVoice implementation started in one Florida-based newspaper in 2002. According to Dr. Ed Lindoo, senior director of IT Infrastructure for Scripps, the company’s old system was inflexible and expensive. A new subscription system based on VBVoice was first developed by a system integrator and Scripps took over the maintenance and further development of it.
The VBVoice based system proved to be a huge success for the sites that have used it and Lindoo expects great savings for the newspapers that are gong to adopt it. “The new IVR will save us upwards of $1.5 million per year,” Lindoo noted in a statement.
“In a fiercely competitive market like the newspaper industry, VBVoice can help deliver superior customer service while keeping the costs down,” Territory Sales Manager for Pronexus Jordan Sommerville said in a statement.
In the release, Pronexus explained that Scripps’ VBVoice-powered touch-tone IVR covers three time zones and plays different greetings based on the local time, taking advantage of multithreading.
Over the years,. Lindoo has changed the system several times in response to changes in other systems and in Scripps’ IT infrastructure. “One of the things that I like about VBVoice is its flexibility. Making changes is fast and we get terrific support from Pronexus,” Lindoo said.
A few months back, Pronexus announced that Connect NZ, a voice technology provider in New Zealand, selected Pronexus VBVoice to redevelop an outdated order processing Interactive Voice Response (IVR) solution for Wickliffe Limited, a New Zealand e-commerce company.
