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

TCN, a leading provider of cloud-based call centre technology for enterprises, contact centres, 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 centre efficiency.

“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 the 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 centre functions will allow for quick resolutions and improve AIM’s customer satisfaction rates.

“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 centre 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 centres 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.

About TCN:

Founded in 1999, TCN combines a deep understanding of call centre users’ needs with a highly affordable delivery model, ensuring immediate access to robust call centre technology, such as predictive dialler, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.

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