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Cisco Unified Customer Voice Portal: Building Unified Contact Centers by Rue Green

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The History of Unified CVP

In early 2000, Cisco initiated a new project with the code name YoYo. This project focused on the creation of a multi-media interactive voice response (IVR) solution using web technologies as its base. For many years businesses invested in the deployment and utilization of Time-Division Multiplex (TDM) or legacy-based IVRs from which customers would place a call to and interact with for automation of everyday business functions. These front-end IVRs handed calls off to legacy Automated Call Distribution (ACD) systems for further call routing and treatment.

Legacy IVR farms were typically implemented in a centralized fashion both from the call termination to the equipment placement. Because these farms were centralized, ...

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