INTERACTIVE VOICE RESPONSE

Enable customers calling a contact center to use voice commands to retrieve the information they require without ever speaking with an agent, or—if required—to quickly navigate their way to the correct department or agent that can help them.

Cisco IP IVR, a new world interactive voice response solution, provides a feature-rich foundation for the creation of an IP-based IVR that is open and expandable. Written in Java to provide customer flexibility, Cisco IP IVR has the following key features:

• Provides a multimedia (voice/data/Web) application-generation environment
• Enables rapid and simplified application development
• Supports an automated speech recognition (ASR)
• Supports a text-to-speech (TTS) option
• Offers multilingual support
• Supports Voice Extensible Markup Language (VXML)
• Supports HTTP to handle HTTP requests to trigger application execution
• Supports Open Database Connectivity (ODBC) access to Microsoft SQL*Server, Oracle, IBM DB2, and Sybase databases
• Provides real-time and historical report capabilities