Comprehensive IVR and voice self-service solution for insurance call centers, providing intelligent call routing, automated claims handling, PCI-compliant payment processing, and integration with back-end insurance systems.
Automated phone systems that provide self-service options for policyholders and route calls based on customer needs and preferences.
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Automatic Call Distribution Routes incoming calls to specific departments or agents based on predefined rules. |
CVP works in conjunction with Cisco Unified Contact Center Enterprise to perform ACD functions, routing calls to the correct agent groups. | |
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Skill-Based Routing Directs calls to agents based on their expertise relevant to the caller’s needs. |
ICM script logic inside CVP supports routing based on agent skill attributes. | |
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Call Queue Management Manages queues, allowing callers to wait when agents are busy. |
Call queuing treatment nodes in CVP allow callers to wait with music‐on‐hold and periodic announcements. | |
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Interactive Menu Navigation Provides a menu system via keypad or voice for customer self-selection. |
VXML applications built in Cisco Call Studio deliver IVR menus navigated by DTMF or speech. | |
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Call Transfer Capabilities Allows calls to be seamlessly transferred between agents or departments. |
SIP Refer/Transfer and ICM routing nodes provide blind, consult, and warm call transfers. | |
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Multi-Level IVR Menus Supports multiple hierarchical menu structures for complex routing. |
Call Studio supports nested VXML sub-dialogs enabling multi-level IVR structures. | |
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Emergency Call Escalation Automatically prioritizes and escalates emergency-related calls. |
ICM routing scripts can flag emergency ANI/DNIS and force immediate agent or supervisor routing. | |
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Simultaneous Call Handling The number of calls the system can process at the same time. |
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Maximum Queue Length The maximum number of callers that can wait in queue. |
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Average Call Routing Time Average time taken to route a call to the right destination. |
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Customizable Hold Music and Messages Lets organizations tailor hold music and informational messages. |
MOH WAV files and custom announcements are uploaded through the Operations Console. | |
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Real-Time Queue Updates Callers are notified of their estimated wait time or position in queue. |
Queue treatment nodes announce dynamic position-in-queue or estimated wait time variables. | |
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Pre-Call Information Gathering Captures relevant details from callers before connecting to an agent. |
VXML forms capture policy number or claim ID before agent transfer. | |
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Callback Request Option Allows customers to request a callback instead of waiting in queue. |
Cisco Courtesy Callback integrates with CVP so callers can request a callback instead of waiting. |
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Policy Information Access Enables callers to access their policy details automatically. |
IVR applications can retrieve and speak policy data in real time through SOAP/REST calls. | |
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Claim Filing Allows customers to initiate a claim via the phone menu system. |
Sample insurance call-flows from Cisco DevNet include automated FNOL/claim creation via web-service. | |
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Payment Processing Enables premium payments via IVR using DTMF or voice. |
Solution guides describe PCI-compliant IVR payment capture using dual-tone masking and tokenization partners. | |
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Policy Renewal Lets customers renew policies via automated steps. |
Policy renewal examples are provided in Cisco Call Studio templates for insurers. | |
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Update Contact Information Lets policyholders change their address, phone number, etc., through self-service. |
Self-service flows allow callers to update address/phone and push updates to backend via API. | |
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Get Quotes Provides self-service quotes for insurance products. |
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Policy Document Delivery Enables callers to request and receive policy documents by email or SMS. |
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Claim Status Updates Allows customers to check the current status of their claims. |
Claim status transactions are commonly demoed with CVP and Guidewire integrations. | |
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Account Authentication Verifies customer identity using PIN, policy number, or other methods. |
PIN entry, ANI match, or backend authentication services are supported within VXML. | |
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Premium Due Date Check Allows callers to check their next payment due date. |
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Premium Payment Reminder Automated reminders about upcoming premium payments. |
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Customizable Self-Service Scripts Administrators can update and configure self-service scripts. |
Call Studio lets business analysts modify prompts/logic without code deployment. |
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CRM Integration Seamlessly exchanges data with Customer Relationship Management systems. |
Packaged connectors and REST interfaces allow bidirectional data exchange with Salesforce, MS Dynamics, etc. | |
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Policy Management System Integration Interfaces directly with core insurance administration platforms. |
Insurers typically integrate CVP with core policy systems (e.g., Guidewire PolicyCenter) via web-services. | |
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Claims Management System Integration Facilitates access to and update of claim records. |
Same web-service mechanism applies to Claims systems for status and updates. | |
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Payment Gateway Integration Supports connections to payment processing services for automated transactions. |
Secure payment gateways (CyberSource, Authorize.net) are referenced in Cisco PCI solution briefs. | |
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Third-Party API Support Ability to integrate with external APIs for services like fraud detection, translation, etc. |
CVP VXML can invoke any REST/SOAP third-party API; DevNet labs show fraud detection and translation APIs. | |
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Telephony System Compatibility Connects with existing telephony infrastructure (SIP, VoIP, PSTN, etc.). |
Supports SIP, H.323, SCCP and PSTN gateways—fully compatible with existing telephony. | |
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Web Service Integration Can consume and expose web services for data exchange. |
VXML apps rely on HTTP/SOAP web-service calls both consumed and exposed. | |
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CTI Integration Supports Computer Telephony Integration for enhanced agent productivity. |
Tight CTI link with Cisco Finesse/CTI Server delivers screen-pops and data transfer. | |
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Single Sign-On (SSO) Supports user authentication via SSO for agents and admins. |
Cisco Secure Access by Duo as well as SAML/IdP integration enable SSO for administrators. | |
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Data Import/Export Capabilities Ability to move customer data in and out of the IVR system. |
Operations Console and CUIC offer CSV/XML export and database import options. |
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Multi-Language Support Can interact with callers in multiple languages. |
Supports multi-language prompts and ASR grammars; widely deployed in bilingual Canadian insurers. | |
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Speech Recognition Uses voice input to understand caller intent. |
Integrates with Nuance, Google CCAI, and LumenVox speech recognition engines. | |
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Text-to-Speech (TTS) Synthesizes voice responses from text dynamically. |
CVP supports TTS via Nuance RealSpeak, Amazon Polly, etc. | |
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Natural Language Processing (NLP) Interprets free-form speech using AI to offer more natural interactions. |
Natural-language call steering solutions (Cisco Voice Portal with Google Dialogflow) are documented. | |
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Accent Adaptation Recognizes and adjusts to regional accents and dialects. |
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Voice Biometrics Authenticates users using their unique voiceprint. |
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Speech-to-Text Conversion Speed How quickly spoken input is transcribed. |
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DTMF Input Support Accepts keypad inputs as alternative to speech. |
DTMF fallback is inherent in VXML platform design. | |
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Hearing Impaired Accessibility Provides options such as TTY or speech-to-text for accessibility. |
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Custom Pronunciation Dictionaries Allows customization of TTS for brand or industry terms. |
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PCI DSS Compliance Adheres to payment card industry standards for secure payment handling. |
Cisco publishes a PCI Attestation of Compliance for CVP reference architecture. | |
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HIPAA Compliance Ensures privacy for health-related data in health insurance use cases. |
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GDPR Compliance Aligns with European data privacy rules and data subject request handling. |
Cisco Data Privacy and GDPR whitepaper covers CVP as part of collaboration portfolio. | |
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Data Encryption Encrypts data in transit and at rest. |
TLS/SRTP for voice and AES-256 for configuration DB encryption. | |
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Activity Logging & Audit Trails Maintains secure, searchable logs of all system activity. |
Syslog/CEF audit logs with timestamped agent and IVR events. | |
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Two-Factor Authentication for Admin Access Adds an extra layer of security for sensitive administrative controls. |
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Fraud Detection Alerts Monitors suspicious activity and issues alerts. |
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Role-Based Access Control Restricts access to system features based on user roles. |
Role & domain-based privileges configured in Cisco Unified CCE admin. | |
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Call Recording Consent Prompts Automatically notifies and requests consent before recording calls. |
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Secure Storage of Call Recordings Ensures audio recordings are kept encrypted and tamper-proof. |
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Real-Time Dashboards Displays live call volumes, wait times, and agent status. |
Cisco Unified Intelligence Center (CUIC) offers live dashboards for calls, queues, agents. | |
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Call Volume Reports Generates reports on overall call frequency, peak periods, and durations. |
Standard CUIC reports include hourly/daily call volumes. | |
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Abandonment Rate Tracking Monitors the percentage of calls dropped before resolution. |
Abandon rates calculated within CUIC call detail data. | |
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Self-Service Usage Metrics Tracks how often self-service functions are successfully completed. |
Self-service VXML report templates show completed vs. failed transactions. | |
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First Call Resolution Rate Monitors the proportion of issues resolved within a single call. |
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Agent Performance Reports Quantifies agent call handling metrics. |
Agent statistics (AHT, talk time, wrap-up) available in CUIC. | |
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Custom Report Builder Ability to build custom analytics reports from call data. |
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Export Data Capability Allows report data to be exported for further analysis. |
CUIC data grids can be exported to CSV for external BI tools. | |
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Survey/Feedback Collection Collects customer feedback via post-interaction surveys. |
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Average Handling Time (AHT) Tracks how long it takes to resolve an issue per call. |
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Call Recording and Archiving Supports recording and centralized storage of calls for quality analysis. |
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High Available Architecture Redundant system design that minimizes downtime. |
Redundant SIP gateways and dual VXML servers deliver high availability. | |
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Geo-Redundancy Data and services are mirrored across multiple locations. |
Active/active data centers with G-series ISR gateways support geo-redundancy. | |
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Disaster Recovery Capabilities Enables rapid recovery from failures. |
Built-in replication and backup enable disaster recovery in under 15 min (per Cisco design guide). | |
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Service Uptime SLA Guaranteed operational uptime supported by service-level agreements. |
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Concurrent Call Scalability Expands or contracts to handle varying call loads. |
System tested in large deployments with 20k+ concurrent calls. | |
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Elastic Cloud-Based Deployment Supports scalable architecture in cloud environments. |
Offered as part of Cisco Webex Contact Center cloud with elastic scaling. | |
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Load Balancing Distributes traffic evenly to manage resource utilization. |
Load balancers (CSS/ACE or F5) distribute traffic across VXML servers. | |
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Automatic Failover Seamlessly switches to backup systems if one fails. |
Automatic failover to secondary CVP Call Server if primary is unreachable. | |
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Scheduled Maintenance Windows Defined downtime periods for preventive system maintenance. |
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Real-Time System Health Monitoring Continuously checks for hardware/software issues and system performance. |
SNMP and RTMT provide continuous health metrics. |
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Customizable Voice Prompts Allows script, voice, and branding to be adjusted. |
Prompts can be uploaded or TTS generated per brand requirements. | |
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Menu Personalization Based on Caller Profile Dynamically adapts menu options for returning customers. |
Caller-specific menus driven by CRM lookup and ICM variables. | |
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Sentiment Detection Detects customer sentiment and adapts responses or escalates as needed. |
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Context Reservation Across Channels Remembers customer intent and context when switching to live agents or digital channels. |
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Branded Greeting and Messaging Presents insurer’s unique brand experience on every call. |
Greeting WAV files and TTS are customized to insurer brand. | |
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Speech Rate and Tone Adjustment Enables modification of system voice speed and tone. |
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Dynamic Menu Presentation Changes menu options based on current business needs or events. |
ICM routing scripts can dynamically insert or remove menu options based on business events. | |
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Accessibility for Visually Impaired Users Designs features to facilitate access by callers with vision impairments. |
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End-to-End Call Personalization Customizes every step of the customer journey via IVR. |
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Short Message Service (SMS) Integration Follows up IVR calls with SMS confirmations or links. |
CVP Post-Call Survey application can send confirmation SMS through Cisco CPaaS or third-party gateways. |
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Web-Based Administration Portal Allows remote configuration and monitoring. |
CVP Operations Console is a web-based GUI for configuration and monitoring. | |
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Role-Based User Management Differentiates access and privileges for admins, supervisors, and agents. |
Cisco Unified CCE admin distinguishes roles such as super-admin, supervisor, report-viewer. | |
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Drag-and-Drop Menu Design Enables intuitive interface for updating call flows without code. |
Cisco Call Studio provides drag-and-drop canvas for call-flow design. | |
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Change Version Control Tracks and reverts configuration changes as needed. |
Call Studio stores project versions; config changes can be rolled back. | |
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Bulk Uploads/Edits of Menus Allows administrators to mass update menu options. |
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Integrated Knowledge Base Management Maintains up-to-date FAQs and templates for quick reference. |
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Scheduled Announcements Pre-programs informational statements for events or outages. |
Administrators can schedule outage or storm alerts that play automatically. | |
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Live Monitoring While in Production View and adjust settings without service interruptions. |
Ops Console allows prompt swaps and script tweaks without restarting services. | |
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Audit Trails for Administrative Actions Records all administrative actions for compliance and review. |
All admin actions are logged with user/time stamps in the Operations Console audit log. | |
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API-Based Configuration Provides automated configuration and provisioning via external systems. |
CVP supports REST-based provisioning APIs used by DevOps pipelines. |
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24/7 Customer Support Around-the-clock technical and operational support. |
Cisco TAC provides 24×7 global support for CVP. | |
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Implementation and Training Services Support during initial setup and deployment, including staff training. |
Cisco partners deliver deployment and structured training programs. | |
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Dedicated Account Manager Single point of contact for ongoing relationship and escalations. |
Enterprise agreements include a dedicated Cisco Success Manager. | |
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Multi-Channel Support (Phone, Email, Chat) Assistance available via multiple communication channels. |
Support cases can be opened by phone, email, or Webex chat. | |
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User Community and Forums Access to shared knowledge and peer support. |
Cisco Community hosts CVP forums and knowledge articles. | |
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Regular Product Updates Vendor commitment to new features, performance, and security improvements. |
Major CVP software releases occur roughly yearly with interim SU patches. | |
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Clear SLAs (Service Level Agreements) Transparency in service guarantees for uptime, response, and resolution times. |
Cisco offers formal SLAs for cloud deployments and Smart Net Total Care. | |
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On-Site Support Availability Option for in-person service and troubleshooting. |
Cisco Advanced Services can dispatch on-site engineers if contracted. | |
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Comprehensive Documentation Detailed manuals, guides, and help resources provided. |
Extensive admin, developer, and design guides available on Cisco.com. | |
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Customer Satisfaction Survey Scores Measures vendor’s effectiveness from existing clients. |
No information available |
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