Intelligent Voice and Video Self-Service

Deliver intelligent, personalized self-service over the phone. Cisco Unified Customer Voice Portal (CVP) enables customers to efficiently and enjoyably retrieve the information they need from the contact center.

Customers can use touchtone signals or their own voice to request self-service information. If they request live agent assistance, Unified CVP can place a call in queue until an appropriate agent is available and then transfer information given by the customer directly to the agent along with the call itself to provide a seamless customer service experience. In addition, Unified CVP can support video interactions, including self-service, queuing, and agent across mobile devices and kiosks.

Unified CVP helps:

• Eliminate clunky, one-size-fits-all menu trees that can frustrate customers
• Deliver more relevant personalized voice and video applications that exceed customer expectations
• Centralize management of larger, distributed deployments
• Increase visibility of your contact center operations to compare self-service performance against business metrics

Unified CVP combines the power of open standards with intelligent application development and management software to:

• Provide enhanced call control, platform management, and reporting services
• Deliver a high-performance solution for enterprise-level contact centers
• Offer world class customer service
• Increase customer satisfaction and overall business profitability

Key Business Advantages

• Aligns the contact center with your business strategy to help ensure unique, personalized service to each customer based on customer data in your enterprise
• Makes the contact center flexible enough to change as your business changes
• Reduces costs by queuing at the edge of the network and directing customer interactions to more cost-effective, personalized self-service applications
• Creates a consistent, world-class customer experience by providing a transparent transfer of information from voice and video self-service to agent-assisted service