Intelligent Self-Service. World-Class Customer Service
Cisco® Unified Call Studio helps you design, build, and deliver voice self-service that is in a class of its own.
Using Cisco Unified Call Studio, organizations can develop intelligent, personalized self-service over the phone, allowing customers to efficiently retrieve the information they need from the contact center. Cisco Unified Call Studio is a visual integrated development environment (IDE) that helps you efficiently create, test, and deploy voice self-service applications that are personalized to meet each customer's needs and enhance an organization's ability to deliver a unique customer service experience to create competitive advantage.
Cisco Unified Call Studio empowers enterprise contact centers to deliver more relevant and personalized voice applications using touch tones or speech recognition that exceed customer expectations. Developers use drag-and-drop techniques to visually construct applications and add in any business logic desired to dramatically reduce time to market for new voice applications required in the contact center.
By using Cisco Unified Call Studio and its intelligent application development and management capabilities, enterprises can deliver highly effective self-service solutions for the contact center that provide world-class customer service and increase customer satisfaction and overall business profitability.
Business Advantages of Cisco Unified Call Studio
Table 1 lists the business benefits of Cisco Unified Call Studio.
Table 1. Business Benefits of Cisco Unified Call Studio
Benefit
Description
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 built-in industry standards of the software 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 Studio Features
Table 2 lists the feature benefits of Cisco Unified Call Studio.
Table 2. Feature Benefits of Cisco Unified Call Studio
Feature
Benefit
Graphical IDE
This feature provides ease of use to design complex self-service interactions, and includes time-saving functions and developer-friendly features focused on saving your team time and money.
The drag-and-drop interface offers undo, comment-out, zoom, and right-click time-saving commands. You can find components quickly with graphical tree views of reusable objects and application inventory, and you can build, test, debug and then deploy applications directly from the IDE.
Team productivity
Cisco Unified Call Studio is designed to be a common environment for use by all members of a voice application project. From designers to developers to testers, the application accommodates teams of any size working on many projects simultaneously.
Reusable elements
This feature includes a palette of reusable elements (voice, action, decision, and special function elements) to create any voice application imaginable.
Open Standards-based and compatibility with multi-vendor IVRs
The software works using Voice Extensible Markup Language (VoiceXML) with Cisco Unified Customer Voice Portal as well as most other market-leading VoiceXML browser providers, including Avaya, Genesys, Genesys/VoiceGenie, Intervoice/Edify, Tellme, and Syntellect. Additionally, you can use custom externally written VoiceXML from within the IDE, interface with most popular database systems, and interface with external code written in most any popular language so that you can bring all enterprise resources to bear for complete development flexibility.
Software Development Kit (SDK) included for extensibility
The application includes a documented software development kit so that enterprises can create their own reusable elements, custom data, and text-to-speech plug-ins, as well as customize many other parts of Cisco Unified Call Studio to meet specific business needs.
Table 3 highlights some of the new features introduced with Cisco Unified Call Studio 6.0.
Table 3. Cisco Unified Call Studio 6.0
Feature
Benefit
Visual voice application debugger
You can increase designer and developer productivity by testing call flows directly from within the Cisco Unified Call Studio environment. You can execute call flows visually without requiring a separate VoiceXML browser and watch element- and session-level variable data change as the call progresses.
Web Services element
This feature expands application capabilities with a new call-flow element to support integration with sophisticated Web services through Web Services Description Language (WSDL) and Service Oriented Architecture Protocol (SOAP) from directly within the Cisco Unified Call Studio environment.
Enhanced multilanguage support
The application offers native support for configuration data in multiple languages.
Eclipse 3.2 support
Cisco Unified Call Studio 6.0 takes advantage of new enhancements and improvements provided with Eclipse 3.2, resulting in a better user experience and more productive developer environment.
Standalone application deployment
This new feature enables developers to automate application deployment from the command line without using Studio. Customers using continuous integration systems can benefit from this feature which now makes Studio process-compatible with their automated build and testing methodology.
VoiceXML 2.1 support
Customers can take advantage of the new VoiceXML 2.1 standard available on the Cisco Integrated Services Router.
