Cisco Selected for Customer Voice Portal
September 14, 2004 - (HostReview.com) - Cisco Systems, Inc. (www.cisco.com) today announced that Nestle Waters North America, Inc., is deploying the Cisco® Customer Voice Portal (formerly Cisco Internet Service Node).
The Cisco CVP's open platform allows enterprises to avoid "forklift" upgrades of existing contact center equipment and to protect their existing investments by using installed contact center technology.
"We're able to offer a much more personalized service to our customers by incorporating speech recognition into our self-service platform," says Kurt Mey, national technology manager for Nestle Waters North America, Inc. "Customers are able to complete their transactions in a much more natural, conversational manner than they could ever do in a touch-tone environment. The feedback from customers has been very positive and the results show in our IVR utilization numbers."
"Cisco's Customer Voice Portal provides customers with the most comprehensive suite of network elements in the market today, providing customers with a robust set of choices for application development and reusability," said Mark Plakias, senior analyst at Zelos Group.
The Cisco CVP supports both speech-enabled and touchtone applications that can be quickly integrated with backend data and business rules available through the Web, using Java 2 Enterprise Edition (J2EE) and Voice Extensible Markup Language (VoiceXML) standards.
The Cisco CVP uses a Cisco gateway to provide call termination and voice browser functionality. A Web server hosts the application. Mey continued, "This gives Nestle Waters North America a highly distributed, easily managed IVR solution that helps to protect our investment and offers us application migration for network convergence in our IP-based contact center."