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Cisco Unified Customer Voice Portal Building Unified Contact Centers

ISBN: 9781587142901 | 1587142902
Edition: 1st
Format: Paperback
Publisher: Cisco Press
Pub. Date: 12/19/2011

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Thousands of companies are seeking to consolidate and migrate their legacy ACD/TDM-based contact centers, replacing them with pure IP-based unified contact center solutions. Cisco's Customer Voice Portal (CVP) is quickly becoming a leader in this space. In Cisco Unified Customer Voice Portal, one of Cisco's leading CVP experts brings together architectural guidelines, deployment best practices, and detailed insights into design and sizing: everything network engineers need to successfully plan and implement CVP. CCIE Rue Green teaches readers how to design unified contact centers using CVP and how to deploy proven infrastructures to support those designs. Green first explains CVP's architecture, outlining its key advantages and opportunities for integration, and illuminating the design challenges it presents. Next, Green guides readers step by step through addressing many of the most common and complex design challenges presented by modern unified contact center deployments. Along the way, he covers all CVP core components, configuration tools and support readers and support tools, providing readers with in-depth knowledge that would otherwise require many years of deployment and troubleshooting. Using Green's detailed working configurations and examples, network and support engineers can minimize configuration errors, reduce system downtime, monitor CVP more effectively, and drive more value from their IP-based unified calling center infrastructures

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