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

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What Is VoiceXML?

As mentioned earlier in this chapter, the creation of ISN and its eventual evolution into Unified CVP required the use of web-based technologies. A protocol had to exist to enable a Unified CVP call server the capability to send instructions to a voice browser or gateway where it could be rendered and executed providing call treatment. VoiceXML was the protocol used to do exactly this.

Voice eXtensible Markup Language, or VoiceXML, is a markup language designed for creating audio dialogs that feature synthesized speech, digitized audio, recognition of speech or dual-tone multifrequency (DTMF) key input, and recording of spoken input. It is a common language for content providers, tool providers, and platform providers to promote ...

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