Cisco Unified Customer Voice Portal

Intelligent IVR and Call Control

Cisco Unified Customer Voice Portal combines open-standards support for speech with intelligent application development and industry-best call control to deliver personalized self-service to callers-either as a standalone interactive-voice-response (IVR) system or transparently integrated with a contact center.

Customers can use touchtone signals or their own voice to perform IVR self-service. If they request live agent assistance, Unified CVP can place a call in queue until an appropriate agent is available and then transfer information collected by the IVR application directly to the agent along with the call itself to provide a seamless customer service experience. Unified CVP offers hosted IVR capabilities, and it can support video interactions

Unified CVP helps:

• Eliminate clunky, one-size-fits-all IVR application 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 IVR solution system 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 IVR 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 self-service to agent-assisted service