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IVR Service Provider Gives New York Times Subscribers More Personalized Self-Service Options

By Amanda Ciccatelli, TMCnet Web Editor

Through a new customer service system developed by Contact Solutions, a provider of cloud-based customer self-service solutions, New York Times subscribers will soon get more personalized, faster self-service.

The new system supports the New York Times Company's (News - Alert) initiatives to achieve high levels of customer satisfaction while carefully managing expenses in today's increasingly competitive media industry.

The system combines interactive voice response (IVR) and text messaging to support a broad range of subscriber services including the ability to: check account balances, make payments by credit card or checking account, stop/restart paper delivery during vacations, report issues and take customer surveys, get SMS text message notifications and transaction confirmations, and avoid waiting on hold by scheduling a return call from a customer service agent.

With its Customer Experience (CX) management solution, which recently won a Frost & Sullivan (News - Alert) Best Practices Award for Product Differentiation, Contact Solutions can accurately measure, manage, and continually improve customer experience within the New York Times' IVR and SMS customer self-service system. Over the last decade, the company developed its CX solution based on analysis of data from billions of customer self-service transactions processed in the Contact Solutions cloud.

"Contact Solutions and the New York Times Company share a passion for excellence in customer service," said Contact Solutions CEO Paul Logan in a statement. "Our new solution will provide faster, more convenient, and more personalized ways for New York Times customers to manage their subscriptions."

Contact Solutions provides solutions that improve the customer experience and transform call center processes while reducing operational expenses and continues to grow and expand its presence in the IVR Service Provider market. The company set new records for call volume and text message transactions on its customer self-service platform during the first quarter of 2012.