Cisco Unified Customer Voice Portal Report System Product Details
With Cisco Unified CVP, businesses and organizations can provide incoming callers with automated, intelligent selfservice 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 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 are complete, Cisco Unified CVP uses Session Initiation Protocol (SIP)-based call control to instruct the network where to route the call, often 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 significantly lower their costs 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 unique capabilities of Cisco routers and session border controllers (SBCs).
Category: Networking applications - monitoring & performance management
Product Type: License
License Type: 1 server
Manufactured by: Cisco
Warranty provided by: Cisco
Mfg Part No: CVP-80-RPT-STD=
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Shipping Weight: 1.0000 pound(s)
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