Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Data Sheet

 

 

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Data Sheet 

Cisco Unified IP Interactive Voice Response 

Product Overview 

Do you want to enhance the efficiency of your organization by simplifying business integration? Increasing 

flexibility? Gaining efficiency in network hosting? Cisco

®

 Unified IP Interactive Voice Response (Unified IP IVR) is 

designed to do all that. With Cisco Unified IP IVR you can reduce business costs and dramatically improve 

customer satisfaction. Tightly integrated with Cisco Unified Communications Manager software, Cisco Unified IP 

IVR offers ease of installation, configuration, and application hosting because it is constructed to exploit the power 

of IP-based communications. 

Cisco Unified IP IVR facilitates concurrent multimedia communication processing. Its architecture is open and 

extensible to allow you to incorporate custom-developed Java classes, enabling developers to extend Cisco 

Unified IP IVR to meet your special business needs. 

Features and Benefits 

Cisco Unified IP IVR has several features to increase customer satisfaction: 

● 

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 

● 

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 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 

● 

Provides the ability to integrate with external database and web services to provide data-led call routing and 

address complex scenario self-help requirements 

Cisco Unified IP IVR offers many ways to reduce operating and application development costs: 

● 

Allows you to offload simple transactional requests from agents for Cisco Unified IP IVR to handle 

● 

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