Cisco Call Studio and Customer Voice Portal (CVP) 7 0(1)
Cisco Unified Call Studio is an integrated development environment (IDE) for voice self-service applications which allows you
to build sophisticated speech-enabled telephone self-service.By harnessing the power of VoiceXML (Voice Extensible Markup Language) and built-in compatibility with Cisco Universal Gateway and non-Cisco interactive voice response (IVR) systems, Cisco Unified Call Studio enables you to
•Use existing software infrastructure investments by integrating the IVR system with enterprise technology
•Provide a personalized experience to customers by using enterprise-wide business information and data from previous customer interactions
•Update and change your applications easily to respond to business events and optimize your customers’ experience
•Create a human-friendly interface by enabling customers to speak to your self-service applications
Powerful, Extendable, Easy-To-Use
Cisco Unified Call Studio can be used by all members of a voice development project team including voice-user interface designers, developers, testers, and others. Key features include:
•An intuitive drag-and-drop environment, built on Eclipse
•Open, extendable and standards-compliant with VoiceXML
•Build applications directly for Cisco Unified Customer Voice Portal, as well as interactive voice response (IVR) systems
from Avaya, Intervoice/Edify, Genesys, Syntellect and Tellme
•Team productivity tools simplify project management, speed development times and enhance voice application debugging and testing capabilities
•Source control and code editing based on the proven developer tools native to Eclipse
Cisco Unified Call Studio works with Cisco Unified Customer Voice Portal and Cisco Unified Call Services, Universal Edition.
Together, the software powers voice self-service applications in an enterprise or service provider
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CISCO CVP
Customers can use touchtone signals or their own voice to request self-service information. If they request live agent assistance, Unified CVP can place a call in queue until an appropriate agent is available and then transfer information given by the customer directly to the agent along with the call itself to provide a seamless customer service experience. In addition, Unified CVP can support video interactions, including self-service, queuing, and agent across mobile devices and kiosks.
Unified CVP helps:
•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
Unified CVP combines the power of open standards with intelligent application development and management software to:
•Provide enhanced call control, platform management, and reporting services
•Deliver a high-performance solution for enterprise-level contact centers
•Offer world class customer service
•Increase customer satisfaction and overall business profitability
Key Business Advantages
•Aligns the contact center with your business strategy to help ensure unique, personalized service to each customer based on customer data in your enterprise
•Makes the contact center flexible enough to change as your business changes
•Reduces costs by queuing at the edge of the network and directing customer interactions to more cost-effective, personalized self-service applications
•Creates a consistent, world-class customer experience by providing a transparent transfer of information from voice and video self-service to agent-assisted service
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