Case Study: Daytona Beach News-Journal achieves increased agent productivity and unified blended call handling with Alvaria

Daytona Beach News-Journal - Customer Case Study

The Daytona Beach News-Journal, a long‑standing daily serving Volusia and Flagler counties, faced inefficiencies in its call center because outbound predictive dialing and inbound call processing ran on separate systems. Agents had to switch between applications, and the paper experienced frequent downtime and limited reporting visibility, hampering sales, collections and customer service programs.

The News‑Journal implemented the Noble Solution Suite—an integrated predictive dialer, blended inbound processing, IVR, custom scripting and system integrations—enabling agents to handle inbound and outbound work from a single desktop. The switch delivered faster cutover, higher uptime, richer reporting and real‑time visibility, increased agent productivity, and streamlined program management while retaining existing recording and circulation-system integrations.

Daytona Beach News-Journal

John Shaw

Circulation Marketing Manager