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.

UC Customer Voice CIS-77674

Video Data Sheet

Learn how Cisco Unified Customer Voice Portal provides proven, cost-effective self-and agent-assisted services to callers. (4:57 min)

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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