Intelligent Self-Service. World-Class Customer Service
Cisco® Unified Call Services, Universal Edition helps you design, build, and deliver voice self-service that is in a class of its own.
Using Cisco Unified Call Services, Universal Edition, organizations can deliver intelligent, personalized self-service over the phone, allowing customers to efficiently retrieve the information they need from the contact center. Cisco Unified Call Services, Universal Edition is a powerful Web application server-based technology that delivers, in real time, voice self-service applications that are personalized to meet each customer's needs. These enhance an organization's ability to deliver a unique customer service experience to create competitive advantage.
Cisco Unified Call Services, Universal Edition empowers enterprise contact centers to deliver more relevant and personalized voice applications using touch tones or speech recognition that exceed customer expectations. Developers use Cisco Unified Call Studio to develop applications and run them on Cisco Unified Call Services, Universal Edition to dramatically reduce time-to-market for new voice applications required in the contact center. The software is capable of delivering and managing many high-volume use, dynamic interactive voice response (IVR) applications, making it suitable for enterprise and carrier telephony environments.
By using Cisco Unified Call Services, Universal Edition and its intelligent application delivery and management capabilities, enterprises can deliver high-impact self-service solutions for the contact center that provide world-class customer service and increase customer satisfaction and overall business profitability. Additionally, Cisco Unified Call Services, Universal Edition works with Cisco Customer Voice Portal as well as other popular manufacturers' voice response systems so that your contact center can remain backward compatible while taking advantage of next-generation voice portal technology.
Business Advantages Of Cisco Unified Call Services, Universal Edition
Table 1 lists the business benefits of Cisco Unified Call Services, Universal Edition.
Table 1. Business Benefits of Cisco Unified Call Services, Universal Edition
Personalize the caller experience, Increase caller satisfaction
Help ensure that service provided to customers is delivered consistent with business strategies by providing unique, personalized service to each customer based on any and all customer data in the enterprise -- giving the contact center the ability to change as fast as the business changes.
Reduce time to market and risk
Deliver high-quality, personalized voice applications to delight callers, on time, on budget, even with highly complex contact center requirements using the software's built-in industry standards and its capability to manage thousands of self-service voice applications across teams of programmers.
Create a consistent, world-class customer experience
Reusable components allow successful application parts and integration to business systems to be reused across the enterprise, resulting in a more consistent, more complete customer service experience.
Cisco Unified Call Services, Universal Edition Features
Table 2 lists the features and benefits of Cisco Unified Call Services, Universal Edition.
Create personalized VoiceXML dynamically to meet every caller's needs using Cisco Unified Call Services, Universal Edition that will scale up to meet the needs of large enterprise and service provider environments.
Standards-based and compatible
Cisco Unified Call Services, Universal Edition works using VoiceXML for use with Cisco Customer Voice Portal as well as most other market-leading VoiceXML browser providers, including Avaya, Genesys, Genesys/VoiceGenie, Intervoice/Edify, Tellme, and Syntellect. The software integrates with any custom VoiceXML and custom code so that you can bring all enterprise information to bear in the contact center in your self-service applications for maximum customer satisfaction.
Software development kit (SDK) included for extensibility
Includes a documented software development kit so that enterprises can create their own reusable components, custom data plugins, text-to-speech plug-ins, to meet specific business needs.
Self-service application management
Run and manage many applications centrally or in a distributed fashion using existing Web application server infrastructure you may already own. The software includes management application programming interface (API) functions and included scripts to allow administrator-level control over application startup, update, graceful shutdown, full shutdown, and other administrative and maintenance functions.
Table 3 highlights some of the new features introduced with Cisco Unified Call Services, Universal Edition 6.0.
Table 3. New Features of Cisco Unified Call Services, Universal Edition 6.0
Standalone application deployment
This new feature enables developers to automate application deployment from the command line. Customers using continuous integration systems can benefit from this feature, which complements and works with an automated build and testing methodology.
Native Web services support
Expands application capabilities by using sophisticated Web services via Web Services Description Language (WSDL) and Service Oriented Architecture Protocol (SOAP) from directly within the Cisco Unified Call Services, Universal Edition 6.0 environment so that users can easily create sophisticated applications taking advantage of the available WDSL/SOAP resources and external systems without creating custom code.
Enhanced multilanguage support
Enhanced support for locales and implementation of the new language options enabled in Cisco Unified Call Studio 6.0 are included in this version.
Operations, administration, and
management API
New functionality allows developers to lookup, modify, collect statistics, monitor state changes and erroneous conditions per application, globally, or on the platform itself using a new API or any Java Management Extensions (JMX)-compliant GUI.
New operating system and application server support
Cisco Unified Call Services, Universal Edition 6.0 has been certified to work on the following operating system and application server combinations:
• Microsoft Windows 2003 and Apache Tomcat 5.5
• Microsoft Windows 2003 and WebSphere Application Server 6.1
• Microsoft Windows 2003 and BEA Weblogic 9.2
• RedHat Enterprise Linux (RHEL) 4.0 and Apache Tomcat 5.5
• AIX 5.3 and WebSphere Application Server 6.1
Java 5 support
Gain more flexibility by using either Java 5 or Java 1.4 to compile your reusable elements for use within Cisco Unified Call Studio 6.0 and Cisco Unified Call Services, Universal Edition 6.0. Developers can still access any external application or database without restrictions and regardless of language.
