Customized Experiences
End-to-End Services for Your Ultimate Journey

Designing a Customer Experience that delights your customers is the lifeblood of Swampfox. Our amazing family of packaged applications, robust solutions and a revolutionary approach to building on your existing contact center assets begins with our ability to engage and focus as we craft your Customized Experiences. Our knowledge of Speech User Interface Design, enterprise integration into CRM, billing systems, support and sales ERP has grown continuously over the years as Swampfox has developed hundreds of applications across a broad array of vertical industries and clients ranging from Banks, Insurance, Healthcare, Public Sector and Retail customers to Fortune 1000 Telecom, Cable and Utility companies. Our depth of experience in contact centers has been synthesized into our solutions as we have grown our bespoke innovations into fully configurable Applications. Today, our Customized Experience practice continues to thrive as we proudly offer end-to-end services to discover, architect, design, develop and implement your ultimate custom journey.

IVR (Interactive Voice Response) Self-service applications
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
Chatbot and Visual IVR Workflows
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
Natural Language Applications
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