Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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By taking advantage of the increased number of choices offered by a VoiceXML-based IVR,
businesses can easily deliver the flexible, dynamic customer service that their organizations
and customers demand. The wide array of options available allows businesses to maximize
existing resources to deliver better service at lower cost.
businesses can easily deliver the flexible, dynamic customer service that their organizations
and customers demand. The wide array of options available allows businesses to maximize
existing resources to deliver better service at lower cost.
Reduced total cost of ownership
– The freedom of choice offered by a VoiceXML-based IVR
reduces the total cost of ownership in several key areas:
o
Speech capability is standard
– The architecture of VoiceXML directly supports
integration with speech recognition, making implementing a VoiceXML-based IVR a
cost effective alternative to retrofitting a traditional IVR for speech. Extensive industry
research indicates that incorporating speech into an IVR solution increases call
completion, lowering the average cost per call.
cost effective alternative to retrofitting a traditional IVR for speech. Extensive industry
research indicates that incorporating speech into an IVR solution increases call
completion, lowering the average cost per call.
o
Lower hardware and maintenance costs
– VoiceXML applications run on commonly
available hardware and software, enabling businesses to save money by using equipment
that they already own instead of purchasing special purpose hardware. Additionally,
businesses can use the same team that handles existing enterprise maintenance to
maintain IVR applications written in VoiceXML.
that they already own instead of purchasing special purpose hardware. Additionally,
businesses can use the same team that handles existing enterprise maintenance to
maintain IVR applications written in VoiceXML.
o
Affordable scaling
– In a VoiceXML-based IVR model, application logic resides on a
web/application server and is separate from telephony equipment. Businesses can avoid
unneeded capital investment by purchasing capacity for regular day-to-day needs and
outsourcing seasonal demand to a network provider.
unneeded capital investment by purchasing capacity for regular day-to-day needs and
outsourcing seasonal demand to a network provider.
o
Applications for every budget
– Competition between VoiceXML application developers
provides a variety of IVR solutions for budgets of all sizes. Businesses only pay for
needed application features as an open marketplace offers a larger number of competing
applications at varying price points.
needed application features as an open marketplace offers a larger number of competing
applications at varying price points.
How VoiceXML Works
Designed to leverage Web infrastructure, VoiceXML is analogous to HTML, which is a standard
for creating Web sites. Like HTML, the development of voice applications using VoiceXML is
simple, straightforward and therefore does not require specialized knowledge of proprietary
telephony systems. Since the intricacies of developing voice applications are hidden from
developers, they can focus on business logic and call flow design rather than complex platform
and infrastructure details.
for creating Web sites. Like HTML, the development of voice applications using VoiceXML is
simple, straightforward and therefore does not require specialized knowledge of proprietary
telephony systems. Since the intricacies of developing voice applications are hidden from
developers, they can focus on business logic and call flow design rather than complex platform
and infrastructure details.
With VoiceXML, callers interact with the voice application over the phone using a voice
browser. The voice browser is analogous to a graphical Web browser, such as Microsoft’s
Internet Explorer. Instead of interpreting HTML as a web browser does, the voice browser
interprets VoiceXML and allows callers to access information and services using their voice and
a telephone.
browser. The voice browser is analogous to a graphical Web browser, such as Microsoft’s
Internet Explorer. Instead of interpreting HTML as a web browser does, the voice browser
interprets VoiceXML and allows callers to access information and services using their voice and
a telephone.