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

Data Sheet

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Cisco Unified IP Interactive Voice Response 8.0

Cisco

Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and

mobile networks, enabling easy collaboration every time from any workspace.

Product Overview

Cisco Unified IP Interactive Voice Response (IP IVR) is designed to enhance the efficiency of your organization by

simplifying business integration, increasing flexibility, and providing efficiency gains in network hosting. These

features reduce business costs and can 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 is designed to facilitate concurrent multimedia communication processing. The Cisco Unified IP

IVR 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:

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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

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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

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Provides multilingual support for Cisco Unified IP IVR server prompts, for automated-speech-recognition

(ASR) and text-to-speech (TTS) capabilities

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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)

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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

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

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Allows simple transactional requests to be offloaded from agents and handled by Cisco Unified IP IVR.

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Enables rapid development and deployment of IVR applications with a web-based service creation and

scripting environment.

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Allows HTTP requests to trigger application execution.

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Supports ASR through integration with third-party ASR software.

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Supports TTS through integration with with third-party TTS software.

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Enables easy test and debug of applications using built-in debugging tools.

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Provides standard real-time and historical reports to efficiently manage contact center resources.

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Supports development of customized reports using a third-party reporting package to meet additional

reporting requirements in the contact center.

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Significantly reduces costly equipment used for integration of an existing IVR or private branch exchange

(PBX).