Cisco Cisco Unified Customer Voice Portal 11.0(1)
C H A P T E R
5-1
Cisco Customer Voice Portal (CVP) Release 3.0(0) Product Description
5
CVP VoiceXML Server
This chapter provides an overview for the CVP VoiceXML Server option for CVP 3.0. The CVP
VoiceXML Server option:
VoiceXML Server option:
•
Allows you to build complex voice applications without requiring extensive knowledge of Java and
VoiceXML.
VoiceXML.
•
Includes an easy, graphical interface for building voice applications and simplifies the tasks of
building custom components that easily plug into the server's modular architecture.
building custom components that easily plug into the server's modular architecture.
•
Provides the fastest, most error-free process for building professional, dynamic voice applications.
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.
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.
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. While the limitations of a
traditional IVR pose considerable challenges for many organizations, some smart businesses have found
a solution by implementing the flexible and powerful new standard in IVR technology: VoiceXML.
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. While the limitations of a
traditional IVR pose considerable challenges for many organizations, some smart businesses have found
a solution by implementing the flexible and powerful new standard in IVR technology: VoiceXML.