PhoenixCTI News Archive.

PhoenixCTI news which may no longer provide up to the minute information but provides a historical prospective to our ongoing effort to provide our customers with the best possible service.

Sept 2012 - PhoenixCTI.com Updates

It's that time again. Keeping pace with software advancements PhoenixCTI has been updating its servers to newer version of Windows, SQL Server, and IIS. If you send us an email or go to our web site we hope you find the information useful and poignant.

May 2012 - PhoenixCTI.com and VoIP

As always technology never sits still. In mind of cost and productivity, several of our existing IVR customers have opted to upgrade internal phone technology to the latest VoIP implementation. In keeping with our desire to maintain our cutting edge approach to customer solutions, PhoenixCTI has participated with the VoIP conversion with the latest in Convergys technologies. Edify (EVIP) 12.0 provides the rock solid solution to an IVR/VoIP implementation and has allowed our customers to capture over 99% of existing functionality from their legacy IVR implementations. This means that rather then spending much needed dollars on reimplementing their IVR solutions on a VXML or other proprietary system, they are able to simply reuse their already proven software and use those dollars in other ways.

February 2011 - PhoenixCTI.com Begins a new Adventure

PhoenixCTI begins discussion with RCSPros to explore the possibility of a business relationship between the two companies. RCSPros, a leading edge Resident Care Systems provider is a great fit for PhoenixCTI as it explores new areas of business. A Resident Care System is a web based information system that provides improved communications within assisted living, independent and memory care facilities. Current implementations of RCSPros solution are assisting on product improvement to expedite a full product rollout in the near future. Since 2005, RCSPros has been working with local Resident Care facilities to identify need and provide solutions that meet and in most cases exceed those needs.

August 2010 - PhoenixCTI.com Revamped

PhoenixCTI has revamped its online presence to better support our customers as they begin using newer portal products such as iPod, smart phones and other available tablet devices. Our web project reorganized content based on feedback we have received over the past couple years and represents our desire to satisfy customer needs in an ongoing basis. Please feel free to submit any comments to our web master at WebInfo@PhoenixCTI.com Any input is appreciated.

April 2010 - Convergys ODVA

PhoenixCTI has partnered with Convergys’ to provide a platform-independent On-Demand Voice Authentication (ODVA) solution. Details

January 2009 - Were Movin`

With a tight economy in mind PhoenixCTI has made the move to our new Austin Bluffs location in order to reduce costs keeping us as competitive in our marketplace.

August 2006 - Intervoice partnership

"The joining of Intervoice and Edify will bring unmatched expertise in providing customers with award-winning, standards-based automated information solutions," said Bob Ritchey, President and CEO of Intervoice. "Each company has achieved market success and profitability. We are both highly respected in this industry, making this a very positive combination for our joint customers and partners. We intend to accelerate the delivery of multi-channel solutions that measurably enhance customer satisfaction, creating customers for life."

August 2006 - Intranext partnership

PhoenixCTI has been working over the past couple of years with Intranext to continue to increase its solid presence in the call center space. We now proudly announce a strategic partnership with this stellar performing CTI product line.

January 2003 - Group Voyagers, Inc.

PhoenixCTI, a leading provider of contact center solutions and services, today announced it was selected by Group Voyagers, Inc. (GVI) to implement a major call center and customer relationship management (CRM) initiative. The largest escorted travel company in the world, GVI has contracted PhoenixCTI to bolster its existing systems with sophisticated speech recognition, call routing, CRM and enhanced reporting capabilities. Once completed, the PhoenixCTI-developed solution is expected to significantly 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 leading 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.

About Group Voyagers, Inc. The Group Voyagers family of companies consists of more than 30 tourism and aviation businesses, serviced by a group of more than 5,000 professionals worldwide. Under the brand names Globus and Cosmos, they carry about 500,000 passengers a year, making the company the leading operator of escorted vacations worldwide.

About PhoenixCTI Phoenix Computer Technologies Inc. is a leading provider of contact center and human capital management solutions and services. Headquartered in Colorado, with offices in California and New Mexico, PhoenixCTI has extensive experience developing voice and internet-based solutions for Fortune 1000 companies. PhoenixCTI offers voice recognition and web application development, computer telephony integration and customized training. PhoenixCTI builds strong partnerships with all its clients, and provides a full range of services, from initial project concept to follow-on training and support.

Feel free to contact PhoenixCTI if you would like additional information on any of these news items.