Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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Chapter 1: Introduction
Welcome to Cisco Unified Customer Voice Portal (Unified CVP), the most robust platform for
building exciting, dynamic VoiceXML-based voice applications. Unified CVP:
building exciting, dynamic VoiceXML-based voice applications. Unified CVP:
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Allows users to build complex voice applications without requiring extensive knowledge of
Java and VoiceXML.
Java and VoiceXML.
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Includes an easy, graphical interface for building voice applications and simplifies the tasks
of building custom components that easily plug into the software’s modular architecture.
of building custom components that easily plug into the software’s modular architecture.
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Provides the fastest, most error-free process for building professional, dynamic voice
applications.
applications.
This user guide introduces the process of building voice applications utilizing the various
components of Unified CVP software. Its primary focus is to explain the concepts required to get
the most out of one Unified CVP component, Cisco Unified CVP VXML Server (VXML
Server), while introducing the others. It will refer to additional documentation to fully describe
other components. The reader just getting started with Unified CVP software should read at least
the first few chapters to get an idea of the environment in which Unified CVP software revolves
and some of the design of the Unified CVP platform.
components of Unified CVP software. Its primary focus is to explain the concepts required to get
the most out of one Unified CVP component, Cisco Unified CVP VXML Server (VXML
Server), while introducing the others. It will refer to additional documentation to fully describe
other components. The reader just getting started with Unified CVP software should read at least
the first few chapters to get an idea of the environment in which Unified CVP software revolves
and some of the design of the Unified CVP platform.
VoiceXML Overview
Since its introduction in 2000, VoiceXML has quickly become the standard technology for
deploying automated phone systems. To understand VoiceXML’s quick acceptance by
enterprises, carriers and technology vendors, a brief overview of the traditional technologies used
to develop interactive voice response systems is given.
deploying automated phone systems. To understand VoiceXML’s quick acceptance by
enterprises, carriers and technology vendors, a brief overview of the traditional technologies used
to develop interactive voice response systems is given.
Limitations of Traditional IVR Technologies
Despite investing millions of dollars in Interactive Voice Response (IVR) systems, many
organizations know that the applications responsible for handling automated customer service do
not fulfill their business requirements. Organizations need their IVR to be as flexible and
dynamic as the rest of their enterprise applications, but proprietary, one-size-fits-all solutions
cannot easily support regular modifications or new corporate initiatives. Additionally, most of
these IVR solutions are not speech enabled and upgrading to speech recognition on a traditional
IVR platform is difficult and costly.
organizations know that the applications responsible for handling automated customer service do
not fulfill their business requirements. Organizations need their IVR to be as flexible and
dynamic as the rest of their enterprise applications, but proprietary, one-size-fits-all solutions
cannot easily support regular modifications or new corporate initiatives. Additionally, most of
these IVR solutions are not speech enabled and upgrading to speech recognition on a traditional
IVR platform is difficult and costly.
Heightened customer expectations for fast, quality service and a consistent experience across
phone and web contact channels are putting pressure on businesses to implement a higher quality
IVR solution. However, due to their proprietary nature, traditional IVR systems do not allow the
choice and flexibility necessary to meet the increasing demands of high expectation customers.
phone and web contact channels are putting pressure on businesses to implement a higher quality
IVR solution. However, due to their proprietary nature, traditional IVR systems do not allow the
choice and flexibility necessary to meet the increasing demands of high expectation customers.