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

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Summary

Unified CVP has evolved over the past 10 years to address several shortcomings of legacy IVR and ACD systems. Unified CVP is both a product and a solution. Understanding the solution component of Unified CVP is the focus of this book.

By understanding the problem for which Unified CVP was created to solve, it should be a simple mental transition to comprehend why and how its architecture resolved these issues. Although there have been quite a few releases of Unified CVP over the past ten years, this book focuses on the current major release of 8.x and provides solution-level guidance on the design and implementation process for a scalable 8.x Unified CVP solution.

Although this book provides design, configuration, and sizing examples ...

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