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Cisco Unified Customer Voice Portal: Building Unified Contact Centers by Rue Green

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Introduction

Once upon a time I was told that Unified CVP is both a product and a solution. At the time, I didn’t understand the significance of that statement and chalked it up as another one of those fancy analogies that actually didn’t mean much. However, as time went by I started to examine that statement and understand how correct it truly is. To understand and appreciate Unified CVP, you must first understand it as a product and then graduate to understanding it as a solution. In other words, Unified CVP requires a solution-level mind set. This means to master Unified CVP and it integrations, you must visualize it at the solution level and not just at the product level.

Cisco provides an enormous amount of documentation for Unified CVP. ...

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