Group Voyagers Looks to PhoenixCTI for Call Center and CRM Solution
COLORADO SPRINGS, CO - PhoenixCTI Inc., a provider of contact center solutions and services, announced it was selected by Group Voyagers Inc. (GVI) to implement a major call center and customer relationship management (CRM) initiative. GVI has contracted PhoenixCTI to bolster its existing systems with speech recognition, call routing, CRM and enhanced reporting capabilities. Once completed, the PhoenixCTI-developed solution is expected to reduce GVI customer wait times and ease navigation to the right customer service agent with the right skills, the first time. It will also provide greater visibility into the customer experience through improved call center functionality and CRM system integration. "We needed a comprehensive solution, quickly," said Jim James, CTO at GVI. "We chose PhoenixCTI because their technology is top-notch and they could provide us with everything we required. Their call center solution experience and product knowledge made them the hands-down favorite. We expect PhoenixCTI to lead an extremely complex implementation, deeply affecting our core sales and marketing business processes, in record time and with 100 percent reliability." The PhoenixCTI solution is powered by technologies from Edify Inc. and SpeechWorks Inc. It will use speech recognition to identify callers and route them to the appropriate customer service agents. Significant improvements will be made to the agents' workstations, including automated log-in, complete views of customer histories and call-wrap screens for capturing information. The system will provide detailed reporting about call center routing, caller disposition and marketing program performance through integration with GVI's existing Siebel implementation. "Group Voyagers is a company that has been and will continue to be extremely successful because it puts the customer first," said Jeff Emanuel, CEO at PhoenixCTI. "By choosing PhoenixCTI, GVI has invested in an important and progressive business solution that will greatly increase customer satisfaction and improve the complete customer experience. We are extremely pleased to partner with GVI to build upon and refine its business processes." PhoenixCTI will continue to enhance the GVI system by incorporating email and web chat features, as well as sophisticated customer feedback and analysis capabilities.