List of Cisco Unified Customer Voice Portal Customers
Cisco Systems
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San Jose, 95134-1706, CA,
United States
1 408-526-4000
Professional Services
86200
$61.5B
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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Ford UK | Automotive | 5960 | $17.2B | United Kingdom | Cisco Systems | Cisco Unified Customer Voice Portal | Interactive Voice Response (IVR) | 2018 | n/a |
In 2018 Ford UK implemented Cisco Unified Customer Voice Portal as an Interactive Voice Response (IVR) solution to standardize inbound voice automation and customer self-service flows. The deployment was positioned within the contact center technology stack to provide IVR front-end processing and to orchestrate routing between automated menus and live agent queues.
The implementation integrated Cisco Unified Customer Voice Portal with core Cisco Unified Communications components, including Cisco Unified Communications Manager and Cisco Unity, and interfaced with Cisco Contact Center and Cisco Finesse for agent desktop orchestration. Configuration work documented for the environment included call admission control, class of control, extension mobility, partitions and calling search spaces, and Bulk Administration Tool provisioning for IP phone series 7940, 7960 and 7961. The voice environment was engineered to support call control protocols H.323, MGCP, SIP and SCCP, E164 dial plan normalization, complex call routing and fax handling.
Operational coverage centered on Level 1 technical support and maintenance for IPT voice services and contact center voice routing, with recurring use of RTMT for server monitoring and BMC Remedy for incident management. Integrations emphasized gateways and carrier SIP interconnections, inter-system SIP routing, voicemail integration and agent handoff between IVR and Cisco Contact Center components. Staff collaboration with network and NOC teams was used to correlate network activity to voice incidents and reduce systemic errors.
Governance practices included centralized incident workflows and platform monitoring, voicemail and user feature administration, and scripted provisioning processes for bulk device rollout. The project included recommendations and implementations of unified communications network monitoring software and targeted design enhancements to improve system availability and overall performance.
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Liberty Global Holdings | Communications | 23000 | $7.2B | United Kingdom | Cisco Systems | Cisco Unified Customer Voice Portal | Interactive Voice Response (IVR) | 2017 | n/a |
In 2017, Liberty Global Holdings implemented Cisco Unified Customer Voice Portal, deploying Interactive Voice Response (IVR) capabilities as part of a single-platform initiative across its EMEA contact centres. The rollout targeted a consolidated customer service architecture to support over 22 million subscribers across six brands in 12 countries, addressing a previously fractured environment where multiple systems and different operating models existed across regions.
The implementation emphasized advanced IVR features, intelligent routing and sophisticated dialler capabilities delivered through Cisco Unified Customer Voice Portal and complementary Cisco contact centre components. Functional configuration focused on self-service IVR workflows, skills and queue based routing to improve first call resolution, and contact handling automation aimed at reducing average handling time and abandoned calls. The program also expanded platform usage beyond traditional contact centre agents to include front and back of house employees, on and off shore, extending operational automation into broader service workflows.
Integrations were scoped to connect the Cisco Unified Customer Voice Portal with other Cisco and non Cisco technologies to enable unified communications between geographically dispersed call centres and to support seamless handoffs. The deployment was organized as a pan EMEA contact centre consolidation, with a production environment rollout already covering over 2,000 users and a planned onboarding of a further 7,000 users by May. Centralizing the contact centre platform supported simplification of operations, standardization of routing logic, and improved agent collaboration across brands and countries.
Governance and operational change accompanied the technical rollout, establishing a single system to support all customer services requirements and standardizing processes to increase employee productivity and efficiency. The initiative explicitly aimed to drive down cost to serve, deliver a more consistent customer experience across regions, and ultimately improve customer satisfaction ratings, while enabling tighter integration with existing Cisco infrastructure and third party systems where required.
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FAQ - APPS RUN THE WORLD Cisco Unified Customer Voice Portal Coverage
Cisco Unified Customer Voice Portal is a Interactive Voice Response (IVR) solution from Cisco Systems.
Companies worldwide use Cisco Unified Customer Voice Portal, from small firms to large enterprises across 21+ industries.
Organizations such as Ford UK, Liberty Global Holdings, Experian, Allied Irish Bank UK and Elizabethtown Gas are recorded users of
Cisco Unified Customer Voice Portal for Interactive Voice Response (IVR).
Companies using Cisco Unified Customer Voice Portal are most concentrated in Automotive, Communications and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Cisco Unified Customer Voice Portal are most concentrated in United Kingdom, Ireland and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Cisco Unified Customer Voice Portal across Americas, EMEA, and APAC.
Companies using Cisco Unified Customer Voice Portal range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 20%, large organizations with 1,001-10,000 employees - 40%, and global enterprises with 10,000+ employees - 40%.
Customers of Cisco Unified Customer Voice Portal include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Cisco Unified Customer Voice Portal customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Interactive Voice Response (IVR).