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Cisco IP IVR is an IP-powered interactive voice response (IVR) solution that provides an open, extensible, and feature-rich foundation for the creation and delivery of IVR solutions via Internet technology. Cisco IP IVR automates the handling of calls by autonomously interacting with users. The IP IVR processes user commands to facilitate command response features such as access to checking account information or user-directed call routing. The IP IVR also performs "prompt and collect" functions to obtain user data such as passwords or account identification. Additionally, the Cisco IP IVR can extract and parse Web-based content and present this data to customers via a telephony interface, thus facilitating the delivery of Web-maintained information to a voice media user. Enabled by the Cisco AVVID (Architecture for Voice, Video and Integrated Data) architecture, the Cisco IP IVR product is constructed specifically to exploit the power of IP-based communications.
Cisco IP IVR was the first application product in a suite of Customer Response Applications (CRA) completely written in Java and completely designed and constructed by Cisco to facilitate concurrent multimedia communication processing. The Cisco IP IVR architecture is open and extensible and built on the Cisco Customer Response Platform (CCRP), Cisco's open platform for CRA and it allows the customer to incorporate custom-developed Java classes and enabling independent developer extension of the Cisco IP IVR solution to meet unique customer business needs.