SMS Open Rate: 98% vs. 30% for email AI-IVR Cost: $0.25–$0.50 vs. $3–$6 per live agent call First Call Resolution: 85–95% for routine subscriber inquiries AHT Reduction: 22% lower average handle time 32% of consumers will leave after just one bad experience SMS Read Time: 95% of texts read within 3 minutes SMS Open Rate: 98% vs. 30% for email AI-IVR Cost: $0.25–$0.50 vs. $3–$6 per live agent call First Call Resolution: 85–95% for routine subscriber inquiries AHT Reduction: 22% lower average handle time 32% of consumers will leave after just one bad experience SMS Read Time: 95% of texts read within 3 minutes
The SingleComm Standard · Publications
Issue No. 15 · 2026 · CCaaS News

Modernize How Your Publication Communicates With — and Keeps — Its Subscribers.

Where AI efficiency meets real human connection.

Every missed call, long hold time, and clunky automated menu is a cancellation waiting to happen. SingleComm is the all-in-one contact center platform built for publications that can't afford to lose a subscriber.

Request a Demo →

The SingleComm Standard

Request a Free Demo

Scott Swanson, VP of Sales, will walk you through a personalized tour of the platform.

Or reach Scott directly:
scott.swanson@singlecomm.com · 800.510.8010

90%
Cost reduction with AI-IVR vs. live agent per interaction
98%
SMS open rate — vs. ~30% for email newsletters
85%+
First call resolution for routine subscriber inquiries
22%
Lower average handle time after SingleComm deployment
See It In Action

The platform in motion.

The Problem

In publishing, subscriber retention
is everything. Your systems should be too.

"Every missed call, long hold time, and clunky automated menu is a cancellation waiting to happen. In an industry where subscriber retention is everything, the way your team communicates is just as important as the content you publish."

— SingleComm Publications Brief, 2026
📞

Hold times drive cancellations

32% of consumers leave a brand they love after just one bad experience — usually a long hold to resolve a simple delivery issue.

📧

Email renewal campaigns are going unread

Media newsletter open rates struggle to break 30%. Critical renewal and billing messages are getting buried in the inbox.

🗂️

Agents switching between disconnected systems

Without a unified view, your team loses context on every handoff — slowing resolution and frustrating subscribers who have to repeat themselves.

The SingleComm Standard — Publications One-Pager
Subscriber-First Service

Be there before they
think about canceling.

SingleComm routes every delivery complaint, account question, and renewal inquiry instantly — across voice, SMS, email, and web chat.

Visibility into every interaction — powered by Looker Analytics, giving your team real-time reporting on every call, message, and resolution.

AI that resolves, not just routes — subscribers speak naturally and your system verifies, resolves, and closes the loop automatically.

Agents step in only when it truly matters — with full context already loaded, so no subscriber ever has to repeat themselves.

Spot trends, reduce churn, and continuously improve — with customized reporting designed for circulation and service teams.

Get a Personalized Demo →
The SingleComm Difference

Purpose-built for the way
publications serve subscribers.

Three core capabilities that turn every subscriber touchpoint into a retention opportunity.

🤖

AI-IVR That Actually Resolves

The new front page of subscriber experience.

Move beyond "press 1 for circulation." Natural Language Understanding lets subscribers speak freely — "My Sunday paper was wet, I want a credit" — and your system handles it automatically. 85–95% first call resolution for routine inquiries.

💬

Omnichannel Subscriber Inbox

One place. Every channel. Full context.

Voice, SMS, web chat, and email — managed in a single interface. Agents see the full subscriber history before they say hello. No more switching systems, no more repeated explanations from frustrated readers.

📊

Looker-Powered Analytics

Your data. Your decisions.

Real-time, customizable reporting on every call, message, and resolution. Spot churn signals before they become cancellations. Track delivery complaint trends, renewal friction, and agent performance — all in one dashboard.

⚙️

Visual Workflow Builder

Sophisticated experiences. Zero heavy IT lift.

Your circulation team can design NLU-powered voice and messaging flows without writing a line of code. Vacation holds, delivery re-routes, billing updates — automated in minutes, not months.

Stop Fighting the Inbox

Your readers are already
on their phones. Meet them there.

SMS isn't just a channel — it's the highest-performing tool in your subscriber retention arsenal.

98%
SMS open rate vs. ~30% for email
3 min
95% of texts are read within three minutes
45%
SMS response rate — far outpacing email
91%
Consumers who'd opt in to SMS if it improved their experience

Frictionless Renewals

"Your subscription expires in 2 days. Text RENEW to keep your access."

Instead of a lapsed-subscription email that gets buried, a direct text with one action gets results.

Proactive Delivery Logistics

"Rain is expected in your zip code; your paper has been placed in a plastic bag."

Resolve delivery complaints before they become inbound calls — or cancellations.

Two-Way Reader Engagement

"Text us your question for Friday's editor Q&A →"

Turn SMS into a relationship channel — gather feedback, drive participation, deepen loyalty.

How It Works

One platform. Every channel.
Every subscriber interaction.

SingleComm centralizes your entire subscriber communications operation — from first contact to retention.

1

Subscriber Reaches Out

Via phone, text, web chat, or email — on their terms, any time.

2

AI Understands & Routes

Natural language processing categorizes the issue and resolves or routes it instantly.

3

Agent Steps In With Context

If a human is needed, they see the full interaction history — no repeat explanations.

4

Churn Is Prevented

Fast resolution builds trust. Every positive interaction is a retention win.

Platform Capabilities

Everything your publication
needs to retain subscribers.

AI-IVR & NLU Core

Natural language voice handling that understands subscriber intent and resolves issues without a menu tree. 85–95% FCR on routine inquiries.

SMS / Text Messaging High-Impact

Two-way SMS for renewals, delivery alerts, billing updates, and reader engagement. 98% open rates vs. ~30% for email.

Omnichannel Inbox

Voice, SMS, web chat, and email in a single agent interface. Full subscriber history, no context switching.

Looker Analytics Included

Real-time customizable reporting on every interaction. Spot churn trends, track agent performance, and improve continuously.

Visual Workflow Builder

Design AI-powered voice and messaging experiences without code. Vacation holds, re-deliveries, and billing flows — built in minutes.

Cloud-Native Infrastructure

50% reduction in agent training time. 22% lower AHT. Fully remote-ready. No on-premise hardware required.

Ready to stop losing subscribers
to a bad hold experience?

We'd love to show you what SingleComm looks like for your publication.

"Where AI efficiency meets real human connection."

Request Your Free Demo
📧 Scott Swanson, VP of Sales — scott.swanson@singlecomm.com
📞 800.510.8010