SALT LAKE CITY -- Sinclair Oil Corp., an independent oil company with distribution throughout the plains and mountain states, has selected Envox Worldwide, a global provider of IP-based voice solutions, to provide interactive voice response (IVR) capabilities for the company's customer service operations.
Sinclair chose a next-generation Envox voice solution to replace its proprietary Periphonics system and enable them to leverage new technologies to offer customers better service today and in the future, it said.
Leo Casey, president and CEO of Envox Worldwide, said, "Our goal is [image-nocss] to provide robust, next-generation IVR solutions and assist organizations in their move from closed, proprietary systems to the open, IP-based solutions that offer tremendous flexibility for today's agile, service-oriented enterprises."
Salt Lake City-based Sinclair is one of the largest and most respected oil companies in the United States, operating nearly 3,000 gas stations and convenience stores in 24 states in the West and Midwest. Sinclair also owns and operates three refineries, two in Wyoming and one in Oklahoma.
The company needed to replace its existing IVR solution to eliminate performance issues, the tech firm said. The new solution is based on the Envox Communications Development Platform, an open, IP-based IVR solution, with development capabilities and the ability to deliver "next-generation" technologies including speech, VoIP, VoiceXML and integrated CTI in a single platform.
Sinclair then used Envox's capabilities to enhance the services that they had been delivering. Using the platform's development software, it took two months to create and deploy eight redesigned IVR applications for customer and employee self-service including credit card inquiries, price quotes and more.
George Odencrantz, vice president of Sinclair Services Co., said, "The Envox Communications Development Platform provides [a] combination of cutting edge technology and rapid development capabilities that we were able to leverage to quickly and easily introduce new solutions for enhancing our service operations."
Westborough, Mass.-based Envox's standards-based software solutions reduce customer service costs, optimize contact center performance and improve customer satisfaction, said the company. Envox's development tools and software platforms are also used to streamline enterprise-wide communications through unified communications solutions and to generate new revenue streams for service providers through multimedia carrier communications services.Members help make our journalism possible. Become a CSP member today and unlock exclusive benefits, including unlimited access to all of our content. Sign up here.