Applied Voice & Speech Technologies (AVST) was introduced to the City by Black Box, a service provider and AVST reseller. AVST’s flagship Unified Communications solution, CallXpress, has been chosen to replace the City’s end-of-life Octel voice mail system to support more than 14,000 employees across 40 City departments and functions.
Supporting mission critical, citywide communications for departments that include the Police Department, City Hall, the Phoenix Sky Harbor International Airport and the Parks and Recreation Department, CallXpress was selected due to its ability to support very high call volumes as high as 300,000 in a given month and in some cases, like the Family Services Center, as many as 20,000 calls in an hour. The City of Phoenix required the ability to create more than 800 auto attendants to route calls from department to department and the system had to easily integrate with their existing Ericsson PBX infrastructure.
