Swampfox Technologies

Contact Center Innovators & Advisors

Swampfox Technologies is a modern software, solutions and services company focused on empowering amazing customer journeys for the enterprise Contact Center.

Extraordinary customer experiences made possible.

Applications to Simplify
Complex Interactions

Throughout multiple decades of hands-on experience, we have conceptualized, designed, developed and productized some of the most renowned customer-centric solutions in the market. Our Applications are architected for enterprise and mid-market companies to extend the capabilities of their existing CC solutions, making extraordinary customer experiences possible.

Integrated Platform
Enables Enterprise CX

Our platform, Intelligent Customer Experience (ICX), empowers forward looking Contact Centers to develop engaging customer journeys to achieve world-class customer experiences. In essence, we make your current tools more powerful, while integrating all of your customer systems and providing a single, advanced reporting for improved management and oversight.

Experienced Contact
Center Consultants

Our Services Practice has achieved broad recognition from Clients, Business Partners and industry leaders as the crown jewel of Swampfox.  Each and every Swampfox consultant, engineer, business analyst and project manager has roots grown in customer service and enabling business through technology, and we are driven to serve our amazing clients.

[  We Support the Leaders in Enterprise Contact Center  ]

Applications for Contact Center

Intelligent
Greeting

Proactive Engagement

Proactively engage your inbound contacts with the most relevant, personalized, and actionable options through our Intelligent Greeting®. Through advanced business rules, statistical analysis, and AI, Intelligent Greeting predicts your callers intent, offers a chance for the customer to confirm and then swiftly and efficiently takes action by navigating your customer to the appropriate self service module or agent.

Intelligent
Virtual Assistant

Natural Language for Elevated UX

Allow your inbound callers to quickly and simply direct their journey through the kind of advanced natural-language assistant that they have come to expect from their phones and devices.   Intelligent Virtual Assistant translates the spoken word to understand call intent, and seamlessly executes the next step in the interaction.  Leverage the power of natural-language, advanced business rules and ai, to provide a world-class customer experience.

Dynamic Route
Manager

Delivering Customers to Ideal Agents

Our Dynamic Route Manager™ (DRM) engine orchestrates customer routing across channel to deliver the customer to the ideal agent resource. By dramatically simplifying the management and reporting of customer handling and routing, DRM unlocks the value you have based on your contact center and outsourcer infrastructure. DRM provides a differentiated customer experience by routing contacts to contact centers, queues and attributes, while always considering your explicit business rules.

First In
Line

Intelligent Callback

Our Intelligent Callback application, First In Line, is our most critically acclaimed solution.  With the power to immediately and dramatically improve call management and customer satisfaction, while reducing staffing costs and infrastructure expenses, your organization will thrive.  First In Line is packed with advanced features, provides exceptional reporting, works seamlessly with your existing systems and provides turn-key apps for both web and mobile devices.

Voice of
Experience Survey

Integrated Surveys for CC

Understanding your customers experiences is critical to delivering outstanding service.  With our Voice of Experience (VoX) application, you can quickly and easily tap into the your customers feelings, sentiments and impressions through the power of a modern survey tool that is driven by the spoken word (voice).  VoX is fully integrated with your Contact Center stack, so that surveys are simple to design, develop and execute.  And, with our powerful reporting engine, you get results in a snap.

Outbound
Campaign Manager

Engaging Customer Communications

Proactively communicate and engage with your customers through the industry’s most feature rich outbound campaign solution. Outbound Campaign Manager (OCM),  is fully integrated with your existing customer systems and campaign operations which makes execution more streamlined and less daunting. Elevate the customer experience by engaging your customers on the right channel at the right time with full multi-channel support, including SMS, smartphone apps, email, IVR and live agent.

for enterprise contact centers

Need to get more from

Your Avaya Investment?

You know and trust Avaya for scale, routing and reporting. But do your trust Avaya with your customer’s experience. Swampfox focuses on transforming your CX by leveraging the existing Avaya Elite, CMS and Experience Portal elements you already trust with a brand new user experience. Why rebuy your infrastructure when you just need a new interface?

Connect with us today!

It’s about our Platform..

Enhance & Empower Your Existing CC Infrastructure

Intelligent Customer Experience (ICX) provides enterprise Contact Centers with the ability to instantly improve virtually every touchpoint in your customer journey by extending the features and capabilities of your existing solutions. In essence, we make your current tools more powerful, while integrating all of your customer systems and providing a single, advance reporting for improved management and oversight.

Contact Us Today!