Revolutionizing Subscriber Experiences With TCN
ST. GEORGE, Utah — March 30, 2026 –TCN, a global leader in cloud-based contact center solutions, today announced the successful digital transformation of the contact center operations for The Post and Courier, the South’s oldest daily newspaper. The Post and Courier is revolutionizing subscriber experiences with TCN. By migrating to TCN’s platform and utilizing their advanced Business Intelligence (BI) and Integrated Voice Response (IVR) system, the media organization has effectively bridged the gap between its historic legacy and the demands of a modern digital audience.
The challenge
The Post and Courier was faced with a legacy system that lacked customization and self-service capabilities. This drove them to partner with TCN to implement a cloud-based environment. The results were immediate: call containment rates doubled from 25% to 50% within the first two months, driven by TCN’s intuitive IVR and advanced automation.
The solution
Key to this success was the deployment of TCN’s BI and IVR tools. These solutions provided the newspaper with real-time operational visibility. TCN’s single-interface access to data snapshots allows management to see exactly how the IVR is performing. It also helps identify new efficiencies instantly.
Also instrumental to the successful deployment was TCN’s extreme agility. The ability to execute system customizations in just nine minutes—a process that previously took three months with their former provider.
Along with improved efficiency, the media organization saw enhanced employee well-being. By utilizing smart holiday call routing and automated after-hours inquiry management, the organization eliminated grueling holiday shifts and significantly increased agent satisfaction.
Why TCN
“We looked for the contact center software provider that had the best customer service, and it was TCN,” said Mary Fox, Subscriber Experience Manager at The Post and Courier. “It feels great having someone who is willing to take our challenges and find solutions for them.”
Through TCN’s advanced reporting, The Post and Courier now manages its entire operation from a single, intuitive interface. This ensures that messaging for late deliveries or breaking news is updated in real-time.
Stop letting outdated reporting and rigid scheduling hold your contact center back. Discover how TCN’s advanced reporting and IVR solutions can provide the visibility and flexibility your team deserves.
Learn how you can start revolutionizing subscriber experiences with TCN and their advanced reporting and IVR solutions today.