Cisco Unified Customer Voice Portal (Unified CVP) 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 system or transparently integrated with a contact center.
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 VoiceXML. These same voice gateways serve 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 location, while still enabling consistent branding and caller experience, and easy application updates.
The ability of Cisco Unified CVP to route calls across customer service sites enables resource virtualization, allowing businesses and organizations to significantly lower their costs by reducing the number of agents required to maintain a given service level.
Callers in queue can request a callback when an agent becomes available, reducing time spent on hold and lowering caller frustration.
Cisco Unified CVP can route calls based on trunk group and endpoint availability, improving call-completion rates and providing trunk reporting.
Enhanced SIP capabilities
Information about the call and caller can be provided to the agent in the SIP header, speeding problem resolution.
Play announcements, prompts, and audio
Cisco Unified CVP can play prerecorded announcements and prompts to callers, supporting a wide variety of informational and self-service applications. Streaming audio is also supported, allowing play of live audio sources.
Collect caller input
Cisco Unified CVP can collect information from callers in a variety of ways, enabling faster, more intuitive self-service sessions.
Barge and type ahead
Knowledgeable callers can save time by skipping through prompts and announcements they are already familiar with.
Database read and write
Cisco Unified CVP can read and write information from back-office databases, providing callers with real-time access to their accounts.
Web services support
Cisco Unified CVP supports web services interfaces such as Web Services Description Language (WSDL) and Simple Object Access Protocol (SOAP), enabling real-time integration with web-enabled business applications.
IVR application debugging
Application debugging tools enable deployment of robust, error-free Cisco Unified CVP self-service applications the first time.
Third-party device integration
Cisco Unified CVP is integrable with select third-party recording and analytic tools that help businesses and organizations improve their customer care.
Video contact center
Cisco Unified CVP supports audio-based self-service and queuing for calls. This support provides rich caller-agent interactions while saving cost and bandwidth during the self-service portion of the call.
Built-in outbound functions enable Cisco Unified CVP to make an outbound call from a polled data file, providing simple outbound functions without the complexity and expense of a complete solution.