List of Cisco Unified Customer Voice Portal Customers
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Since 2010, our global team of researchers has been studying Cisco Unified Customer Voice Portal customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Cisco Unified Customer Voice Portal for Interactive Voice Response (IVR) from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Cisco Unified Customer Voice Portal for Interactive Voice Response (IVR) include: Ford UK, a United Kingdom based Automotive organisation with 5960 employees and revenues of $17.22 billion, Liberty Global Holdings, a United Kingdom based Communications organisation with 23000 employees and revenues of $7.20 billion, Experian, a Ireland based Banking and Financial Services organisation with 22500 employees and revenues of $7.10 billion, Allied Irish Bank UK, a United Kingdom based Banking and Financial Services organisation with 2100 employees and revenues of $560.0 million, Elizabethtown Gas, a United States based Utilities organisation with 200 employees and revenues of $60.0 million and many others.
Contact us if you need a completed and verified list of companies using Cisco Unified Customer Voice Portal, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Allied Irish Bank UK | Banking and Financial Services | 2100 | $560M | United Kingdom | Cisco Systems | Cisco Unified Customer Voice Portal | Interactive Voice Response (IVR) | 2013 | n/a |
In 2013, Allied Irish Bank UK deployed Cisco Unified Customer Voice Portal to centralize self-service Interactive Voice Response (IVR) and queuing across its contact center estate. The implementation addressed growing inbound volumes, roughly 14 million calls per year, and supported a strategic shift to route calls from branch locations into centralized contact center operations.
Cisco Unified Customer Voice Portal was configured to provide self-service IVR flows and intelligent queuing, freeing agents to handle nonroutine inquiries. The deployment enabled data popping and screen pop capabilities for agent desktops, consistent IVR prompting and hold messaging, and cradle-to-grave reporting for all agent interactions.
The workstream was integrated with Cisco Unified Communications Manager as the bank’s IPT backbone and with Cisco Unified Contact Center Enterprise for ACD and contact routing. The environment also incorporated the Cisco Dialer Outbound Option together with a Cisco certified campaign management application from Acqueon and a bespoke agent desktop for regulated outbound campaigns, and Cisco Real-Time Adherence feeds were used to inform the workforce management solution.
Operational scope encompassed the primary contact center outside Dublin and multiple satellite contact centers, with central control enabling virtual contact centers that mirror Dublin capabilities across remote sites. Centralized command and control removed the need for multiple PBXs per site, simplified hardware management, and allowed the business to shift agents in response to service level demands while maintaining unified reporting and analytics.
Outcomes noted by the bank included improved customer experience through consistent messaging and enhanced IVR prompting, simplified integration points, and reduced hardware footprint. Looking ahead, Allied Irish Bank UK was piloting Cisco Jabber to evaluate presence, instant messaging, voice, video, voice messaging, desktop sharing, and conferencing to further improve contact center collaboration.
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Elizabethtown Gas | Utilities | 200 | $60M | United States | Cisco Systems | Cisco Unified Customer Voice Portal | Interactive Voice Response (IVR) | 2019 | n/a |
In 2019 Elizabethtown Gas implemented Cisco Unified Customer Voice Portal to replace its Avaya IVR after Avaya filed Chapter 11 and exited the IVR business. The deployment centered on Cisco Unified Customer Voice Portal as the enterprise Interactive Voice Response (IVR) platform, selected for its alignment with contemporary contact center architectures.
The implementation configured standard IVR capabilities including multilayer call routing, customizable voice menus, DTMF and speech-enabled self-service, agent transfer and callback orchestration, and session-level call logging. Cisco Unified Customer Voice Portal was configured to manage inbound customer interactions and to provide programmable menu and prompt management for customer service workflows.
Operational scope focused on the utility’s customer service and contact center operations, with internal IT and contact center teams governing configuration, script changes, and phased cutover activities. Governance emphasized centralized menu versioning, change control for voice scripts, and operational handoff to contact center managers for ongoing IVR menu optimization.
The migration narrative is explicitly tied to Avaya exiting the market and Elizabethtown Gas’s decision to adopt Cisco Unified Customer Voice Portal as its Interactive Voice Response (IVR) solution, aligning the company’s telephony front end with a contact center leading technology platform.
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Experian | Banking and Financial Services | 22500 | $7.1B | Ireland | Cisco Systems | Cisco Unified Customer Voice Portal | Interactive Voice Response (IVR) | 2017 | n/a |
In 2017 Experian implemented Cisco Unified Customer Voice Portal to deliver Interactive Voice Response (IVR) capability for its contact center. The deployment was executed as part of a wider Cisco telephony and CRM initiative focused on Experian UK operations, with integration and testing activities centered in Nottingham.
The implementation configured Cisco Unified Customer Voice Portal to support IVR scripts and call flow orchestration, telephony session control, and self service routing consistent with Interactive Voice Response (IVR) functional patterns. Configuration work included call flow design, IVR prompt sequencing, and telephony interface tuning to align inbound routing with customer service workflows.
Integrations were a core element of the rollout, with explicit system and integration testing against Salesforce for CRM linkage, Calabrio for workforce planning, and Calabrio for call and screen recording. System and integration testing covered IVR call flows, CRM screen interactions, workforce management handoffs, and recording capture to ensure contact center operational continuity.
Governance and rollout relied on a Model Office approach, with a Test Analyst role managing the Model Office team through integration cycles and UAT. The program emphasized coordinated system and UAT testing across contact center operations, workforce planning, and recording subsystems to validate end to end call handling and CRM interactions.
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Automotive | 5960 | $17.2B | United Kingdom | Cisco Systems | Cisco Unified Customer Voice Portal | Interactive Voice Response (IVR) | 2018 | n/a |
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Communications | 23000 | $7.2B | United Kingdom | Cisco Systems | Cisco Unified Customer Voice Portal | Interactive Voice Response (IVR) | 2017 | n/a |
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