Overview

Interactive Voice Response (IVR) systems provides the gateway for your inbound voice contacts. These systems are on the front-line 24 x 7 x 365, and often critical to delivering a superior customer experience. The Swampfox Development Team has deep expertise and experience designing, developing and implementing some of the most complex, enterprise-class IVRs in the world! Our team of experts is ready to help you create the right solution for your unique business requirements. Need help with defining your IVR project, first? We can help, ask us about our ICE Methodology, which provides a structured, step by step process to guide you from Discovery through Implementation and Training.

• Touch-tone and Speech Applications to support self-service tasks
• Application Requirements Gathering
• Voice User Interface Design
• Touch-tone (DTMF) Interactive Voice Response Application Development
• Directed Dialog Speech Application Design and Development
• Integration to Enterprise Applications including CRM systems (Salesforce.com, SAP, Oracle, Microsoft Dynamics), ERP systems, Billing Systems, ITIL systems, etc.
• Custom logic and integration development to Databases and Web Services

Examples

• Self-Service Billing (Payments, Billing Status, Account Management)
• Claims Status (insurance) and Filing
• Support Status and Management
• Information Location (knowledge base, dealer locator)
• Purchasing of Services (tickets, on demand content, plans, etc)

Tools of the Trade

• Advanced Business Rules
• Statistical Analysis
• Artificial Intelligence (AI)
• Automatic Speech Recognition (ASR) solution
• Natural Language Understanding (NLU)

Applications and Platforms

• Avaya Aura Experience Portal, Orchestration Designer, Avaya Aura Contact Center
• Cisco Customer Voice Portal, Call Studio, Cisco UCCE
• Swampfox Intelligent Customer Experience (ICX) and Dynamic Route Manager (DRM)
• Swampfox Intelligent Greeting, Intelligent Virtual Assistant

Overview

Chatbots and Visual IVR Workflows enable Contact Centers to leverage technology to reduce manual service and support and automate customer interactions.  Developing these solutions are often complex and require a significant investment in a focused project team.  Our team of experts is ready to help you create the right solution for your unique business requirements.  Need help with defining your Chatbot and Visual IVR Workflow projects, first?  We can help, ask us about our ICE Methodology, which provides a structured, step by step process to guide you from Discovery through Implementation and Training.

• Text and Visual (HTML5) applications to support self-service tasks

• Application Requirements Gathering

• Natural Language and Visual Interface Design

• Text and Visual (HTML5) workflow Application Development

• Integration to Enterprise Applications including CRM systems (Salesforce.com, SAP, Oracle, Microsoft Dynamics), ERP systems, Billing Systems, ITIL systems, etc.

• Custom logic and integration development to Databases and Web Services

Examples

• Self-Service Billing (Payments, Billing Status, Account Management)

• Claims Status (insurance) and Filing

• Support Status and Management

• Information Location (knowledge base, dealer locator)

• Purchasing of Services (tickets, on demand content, plans, etc)

Tools of the Trade

• Advanced Business Rules
• Statistical Analysis
• Artificial Intelligence (AI)
• Natural Language Understanding (NLU)

Applications and Platforms

• Swampfox Digital Chatbot User Experience
• Swampfox Digital Chat Engagement
• Swampfox Digital Visual Experience
• Swampfox Agent Desktop

Overview

Natural Language Applications are more important than ever.  Advancements in the transcription technologies along with AI have made these tools more powerful and available in the drive toward excellence in the customer experience and cost containment.  Our team of experts is ready to help you create the right solution for your unique business requirements.  Need help with defining your Chatbot and Visual IVR Workflow projects, first?  We can help, ask us about our ICE Methodology, which provides a structured, step by step process to guide you from Discovery through Implementation and Training.

• Requirements gathering, Domain Discovery, Grammar and Intent Development to drive Natural Language Applications
• Supports integration to Google, Amazon, Nuance natural language technologies
• Integration to Call Routing (ICX/DRM)
• Integration to Direct Dialog (ICX/DRM)
• Custom Natural Language Applications

Examples

• Capture the intent of a customer’s engagement with your enterprise to better serve the customer
• “Contain” the customer in a self-service application by properly understanding their intent and subsequently serving them without having to have them engage a customer
• Route a customer to a proper business service with skilled agents by properly understanding their intent
• Provide a frictionless customer experience that understands and takes action the first time

Tools of the Trade

• Advanced Business Rules
• Statistical Analysis
• Artificial Intelligence (AI)
• Natural Language Understanding (NLU)

Applications and Platforms

• Swampfox Intelligent Customer Experience (ICX) and Dynamic Route Manager (DRM)
• Swampfox Intelligent Greeting, Intelligent Virtual Assistant
• Google Dialog Flow
• Amazon Lex
• Microsoft Azure
• Nuance ASR and TTS
• Lumenvox ASR and TTS