Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, delivering a media-rich collaboration experience across business, government agency, and institutional workspaces. These applications use the network as the platform to enhance comparative advantage by accelerating decision time and reducing transaction time. The security, resilience, and scalability of the network enables users in any workspace to easily connect every time, everywhere, so everyone is included, using any media, device, or operating system. Cisco Unified Communications is part of a comprehensive solution that includes network infrastructure, security, wireless, management applications, lifecycle services, flexible deployment and outsourced management options, and third-party applications.
Cisco Unified Customer Voice Portal (CVP) delivers voice and video self-service that are in a class of their own. Using Cisco Unified Customer Voice Portal, organizations can provide intelligent, personalized self-service over the phone, allowing customers to efficiently retrieve the information they need from the contact center.
Customers can use touch-tone service or their own voice to request information with self-service, and, if live agent assistance is requested, Cisco Unified Customer Voice Portal can transfer information given by the customer and the call itself to the agent, resulting in a smooth customer service experience. In addition, Cisco Unified Customer Voice Portal can support video interactions, including self-service, queuing, and agent, across mobile devices and kiosks.
Cisco Unified Customer Voice Portal can help eliminate the clunky, one-size-fits-all menu trees that can frustrate customers. It includes intelligent software that empowers enterprise contact centers to deliver more relevant and personalized voice applications that exceed customer expectations. Enhanced management and reporting software allows for centralized management of larger, distributed deployments and enhanced visibility of self-service performance against business metrics.
By combining the power of open standards with intelligent application development and management software, and by providing enhanced call control, platform management, and reporting services, Cisco Unified Customer Voice Portal gives enterprises a high-performance solution for the contact center that can deliver world-class customer service and increase customer satisfaction and overall business profitability.
Align the contact center with business strategy
Ensures that customer service supports strategies by providing unique, personalized service to each customer based on any and all customer data in the enterprise. Enable the contact center to change as quickly as the business changes.
Offsets the high costs associated with assisted-service contact center agents by directing customers to more cost-effective, personalized voice self-service applications.
Create a consistent, world-class customer experience
Provides a transparent handoff of information by allowing the live agents to see the self-service interactions prior to call delivery.
Customers are presented with self-service menus through video and make selections with their keypad for a faster, more intuitive caller experience.
Customers view video while in queue for an agent, resulting in a more immersive customer experience.
One-way (customer or agent), or two-way (customer and agent) video sessions facilitate a unique, hands-on customer service experience. Agents can select additional videos to be played to the caller, and the video session can be recorded.
Support for third-generation (3G) mobile video and video kiosksProduct Highlights
The solution supports multiple video-enabled customer touch points, including video-enabled mobile devices, through 3G wireless networks and video kiosks.
- Eliminate clunky, one-size-fits-all menu trees that can frustrate customers
- Deliver more relevant personalized voice and video applications that exceed customer expectations
- Centralize management of larger, distributed deployments
- Increase visibility of your contact center operations to compare self-service performance against business metrics
- Provide enhanced call control, platform management, and reporting services
- Deliver a high-performance solution for enterprise-level contact centers
- Offer world class customer service