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

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Advantages of Deploying Unified CVP

To fully appreciate the advantages of deploying Unified CVP, you should first revisit and outline a topic coined the “IVR Problem.”

Legacy PBX/ACDs, ands TDM-based IVR solutions, are limited by proprietary technology. As mentioned earlier, TDM-based IVRs tend to be site-specific and are deployed in IVR farms with little to no “edge” design or treatment capability. Furthermore, no concept of centralized call control is in these legacy systems. TDM-based IVRs typically rely on the voice carrier’s capability around take back and transfers incurring costs on a call-by-call basis. In addition, after the transfer has left the IVR, call control is lost to the PBX/ACD, causing further loss in call continuity around ...

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