Specifications

Chapter 4: Collaboration 4-45
conduct business in new and innovative ways–with or without a live agent. The Unified CVP solution offers a
unique capability of providing the voice processing on Cisco integrated services routers and access servers,
thus allowing the same self-service application to be deployed at a retail office or at large customer call centers,
thus significantly reducing customers’ bandwidth usage.
Ideal for Companies That Need These Features
Selected Part Numbers and Ordering Information
For More Information
For more information about Cisco Unified Customer Voice Portal, visit: http://www.cisco.com/go/cvp.
Cisco Unified Expert Advisor expands the scope of the contact center by allowing presence-enabled enterprise
knowledge workers to handle incoming customer calls without the need for the rigid tools and business rules
typically found in formal contact centers. Cisco Unified Expert Advisor can be deployed as an add-on to Cisco
Contact Center solutions, or in a standalone mode without any formal contact center agents in the call flow.
Experts receive precall data, allowing faster problem resolution. The solution is highly flexible and customizable,
allowing enterprises to implement the most appropriate architecture and business logic to meet their customer
contact needs.
Ideal for Companies That Need these Features
Key Features
• The solution improves first-call resolution and increases customer satisfaction by allowing subject matter
experts anywhere in the enterprise to handle incoming customer calls.
• When deployed with Cisco contact center solutions, formal agents can request expert help with the click of a
button.
• Agents can transfer the caller to the expert, or engage in a three-way conference with the caller and the expert.
• When deployed in standalone mode, Cisco Unified Expert Advisor provides robust, efficient customer
interactions without the need for traditional contact center agents.
• Real-time and historical reports give decision makers detailed insights and control over their customer
interaction flows. The solution offers higher rates of first-call resolution and reduced customer turnover.
Selected Part Numbers and Ordering Information
For More Information
For more information about Cisco Unified Expert Advisor, visit: http://www.cisco.com/go/ea.
Cisco Unified Customer
Voice Portal
• Offset high costs associated with assisted-service contact center agents by directing more
customer interactions to automated voice and video self-service
• Improved effectiveness of automated voice and video self-service at lower cost by treating
calls at the most effective location
• A consistent customer experience across self-service (web and phone) and assisted-service
environments
CVP-70-SERVER-SW CVP 7.0 Server Software
CVP-STU-70-UE60 Call Studio 7.0 for CVP 7.0 and CVP Universal Edition 6.0
CVP-7X-PTS CVP 7.X Self-Service Port License
Cisco Unified Expert Advisor
Cisco Unified Expert
Advisor
• Formal contact centers with agents that require escalation to third- or fourth-level support or
specialists in the enterprise who have the ability to improve on customer service by
addressing the sought-after “first-call resolution.”
• Small to medium-sized contact centers that require extension of customer calls to knowledge
workers and for informal contact centers that do not process a high load of calls or where most
customers address their needs from a self-service application.
• Environments where there is only a self-service or queuing application and no formal agents.
UNIFIED-EA-7X Cisco Unified Expert Advisor Top Level Bundle
EA-USR-LIC= EA Single Seat (Presence License ordered separately)
EA7.X-RTS-LIC-K9= EA 7.x Runtime Srv License (Presence License ordered separately)