Features and Benefits
• Facilitates self-service options, such as access to checking account information or user-directed call routing, by processing user commands through touchtone input or speech-recognition technologies
• Allows customers to retrieve the information they require through voice commands without ever speaking with an agent, or to quickly navigate to the correct department or agent that can help them
• Provides multilingual support for Cisco Unified IP IVR server prompts, for automated-speech-recognition (ASR) and text-to-speech (TTS) capabilities
• Delivers notification to users through email, fax, pager, and short message service (SMS) (some of these services require the use of a service provider or fax server)
• Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time
• Allows simple transactional requests to be offloaded from agents and handled by Cisco Unified IP IVR
• Enables rapid development and deployment of IVR applications with a web-based service creation and scripting environment
• Allows HTTP requests to trigger application execution
• Supports ASR through integration with third-party ASR software
• Supports TTS through integration with third-party TTS software
• Enables easy testing and debugging of applications using built-in debugging tools
• Provides standard real-time and historical reports to efficiently manage contact center resources
• Supports development of customized reports using a third-party reporting package to meet additional reporting requirements in the contact center
• Supports specification-based virtual machines running on Cisco Unified Computing System™ (Cisco UCS®) or selected third-party servers
• Significantly reduces the need for costly equipment for integration of an existing IVR or private branch exchange (PBX)
• Administration is performed from anywhere on your corporate WAN with a completely web-based administration interface.
• Access to customer information is provided through support for Open Database Connectivity (ODBC) and access to Microsoft SQL Server, Oracle, IBM DB2, and Sybase databases.
• The cost and time associated with installation, upgrading, and reversion through appliance model deployment are significantly reduced. The separate partitions of the appliance model allow updates to be implemented on the inactive partition while the active partition is handling calls, reducing the maintenance window required for updates.
• High availability over the WAN allows deployment of two Cisco Unified IP IVR servers across a WAN to provide geographical redundancy.
• Enhanced scalability, to up to 400 ports, eases expansion as your contact center operation grows.
• Performs "prompt-and-collect" functions to obtain user data, such as passwords or account identification, to pass to contact center agents
• Extracts and parses web content and presents this data to customers through a telephony interface, facilitating reuse and delivery of web-maintained information to callers through a voice portal
• Supports Voice XML (VoiceXML), allowing you to create voice portals and voice-enabling websites that use HTTP, XML, and web or application servers
• Integrates with CiscoWorks network management software
Cisco Unified IP IVR Components
• IP IVR editor: In this Windows GUI-based application-development environment, you can create applications and workflows using a drag-and-drop interface.
• IP IVR engine: This run-time environment runs Cisco Unified IP IVR workflows.
• Step libraries: These libraries of JavaBeans provide the programming constructs, called steps, for the Cisco Unified IP IVR workflows.
• Flow repository: In this storage location, all workflows and configuration data are stored using the Lightweight Directory Access Protocol (LDAP).
Cisco Unified Communications Services
For More Information