Specifications

Chapter 4 Voice and IP Communications
4-16
Cisco Customer Voice Portal
Cisco Customer Voice Portal
The Cisco Customer Voice Portal redefines and sets the standard for extending automated
self-service beyond the limits of traditional interactive voice response (IVR) systems and
voice portal platforms by providing a return on investment (ROI) to lower operational costs
in the contact center and help protect technology investments from obsolescence to provide
a smooth and consistent multi-channel customer experience. It integrates with both
traditional time-division multiplexing (TDM) and IP-based contact centers to provide an
unparalleled call-management and call-treatment solution with a self-service IVR option
that can use information available to customers on the corporate Web server. With support
for automated speech recognition (ASR) and text-to-speech (TTS) capabilities, callers can
obtain personalized answers to increasingly complex questions and can conduct business in
new and innovative ways-all without the costs of interacting with a live agent.
The Customer Interaction Network is a suite of innovative multi-channel IP
communications applications for the contact center that is accessible from any point on the
network and integrated with core business processes.
Selected Part Numbers and Ordering Information
1
For More Information
See the Cisco Internet Service Node Web site: http://www.cisco.com/go/cvp
Cisco ICM Enterprise Edition
Through a combination of multi-channel contact management, intelligent routing, and
network-to-desktop computer telephony integration (CTI), the Cisco ICM Enterprise
Edition segments customers, monitors resource availability, and delivers each contact to the
most appropriate resource anywhere in the enterprise. To complete this transaction, the
software profiles each customer using contact-related data such as dialed number and
calling line ID, caller-entered digits, data submitted on a Web form, or information obtained
from a customer profile database lookup. Simultaneously, the system monitors the resources
available in the contact center to meet customer needs, including agent skills and
availability, interactive-voice-response (IVR) status, and queue lengths.
The Cisco ICM Enterprise Edition gives your customers the choice to interact with your
contact center via phone, Web, voice over IP (VoIP), text chat, or e-mail. It provides
centralized management control over customer contacts, allowing users to implement a
single set of business rules that uniformly address customer needs independent of contact
channel or resource location.
This combination of customer and contact center data is processed through user-defined
routing scripts that graphically reflect business rules-enabling routing each contact to the
optimum resource anywhere in the enterprise. Wherever an agent is based, the system
delivers a unique and rich set of call event and customer profile data to the targeted desktop
Cisco Customer Voice Portal
1
1. This is only a small subset of all parts available via URL listed under “For More Information.” Some parts have restricted
access or are not available through distribution channels.
ISN-APSSVRLIC ISN APPLICATION SERVER LICENSE
ISN-APSSES-T1-L ISN APPLICATION SERVER SESSION - TIER 1
ISN-APSSES -T2-L ISN APPLICATION SERVER SESSION - TIER 2
ISN-APSSES -T3-L ISN APPLICATION SERVER SESSION - TIER 3
ISN-APSSES -T4-L ISN APPLICATION SERVER SESSION - TIER 4
ISN-APSSES-LC= Part number to order additional Application Server session licenses without ordering a server license