Cisco Cisco Unified Customer Voice Portal 10.5(1) Data Sheet

Page 1 of 6

Data Sheet

Cisco Unified Customer Voice Portal 11.5

Product Overview

Cisco

Unified Customer Voice Portal (Unified CVP) helps businesses and organizations deliver a connected

digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers,

across time and channels. This award-winning product provides IP-based self-service and call routing. It combines

open-standards support for speech with intelligent application development and industry-best call control to deliver

personalized self-service to callers, either as a standalone interactive-voice-response (IVR) system or transparently

integrated with a contact center.

Business Value

With Cisco Unified CVP, businesses and organizations can provide incoming callers with automated, intelligent

self-service using touch-tone input or speech recognition. Callers can access and modify their accounts, place

orders, get status updates, retrieve information, and resolve problems, all without speaking to a live agent.

This paradigm results in dramatic savings in agent costs. However, if an agent's services are required, Cisco

Unified CVP can queue the call and then transfer it to an agent, along with information about the caller and the self-

service session. With this solution agent productivity improves and customers enjoy a smooth service experience.

Cisco Unified CVP is an IP-based system, but it easily interoperates with traditional telephony networks through

voice gateways using open-standards Voice Extensible Markup Language (VoiceXML). These same voice

gateways serve as VoiceXML browsers under the control of Cisco Unified CVP, allowing them to play

announcements, collect information, and queue calls. The architecture of Cisco Unified CVP provides distributed

call treatment with centralized application management, allowing calls to receive self-service and queuing at the

most efficient (or desirable) location, while still enabling consistent branding and caller experience, and easy

application updates.

When self-service or queuing is complete, Cisco Unified CVP uses Session Initiation Protocol (SIP)-based call

control to instruct the network where to route the call, possibly reducing or eliminating telephony carrier transfer

costs. The ability of Cisco Unified CVP to route calls across customer service sites enables resource virtualization,

allowing businesses and organizations to lower their costs significantly by reducing the number of agents required

to maintain a given service level. For example, a customer might call a local office and if no agents are free there,

Cisco Unified CVP can easily route the call to a different site where an agent is available.

Cisco Unified CVP is especially powerful when used as part of the broader portfolio of Cisco Unified

Communications Solutions, because it takes full advantage of the superior capabilities of Cisco routers and session

border controllers (SBCs).