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WESTBOROUGH, Mass. -- After reassessing its interactive voice response (IVR) capabilities for customer service operations, Sinclair Oil Corp. replaced its proprietary Periphonics system with Envox Worldwide's next-generation Envox voice solution to provide better services to the 3,000 gas stations and convenience stores it operates.
"Our customers are extremely important to us and we continuously strive to find new ways to offer outstanding service," George Odencrantz, vice president of Sinclair Services Co., said in a statement. "The Envox Communications Development Platform provides an unmatched 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."
The new solution, based on the Envox Communications Development Platform, an open, IP-based IVR solution, includes speech, VoIP, VoiceXML and integrated CTI in a single platform, the company stated. By using the platform's rapid development software, a mere two months was required to create and deploy eight redesigned IVR applications for customer and employee self-service, including credit card inquiries, price quotes and more.
"We are extremely pleased to work with Sinclair Oil on this project," Leo Casey, president and CEO of Envox Worldwide said in a released statement. "Our goal is 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."