Wednesday, September 24th @ 11:15 AM – 12:00 PM Trainon AB

SPEAKER: Bob Cooper, Swampfox Technologies 

Many large Avaya customers are seeking to transform the call center experience for both customers and agents. This presentation will explore common challenges—such as disruption, predictable costs, data privacy, and flexible deployment models—as well as those unique to specific verticals. We will focus on two sectors in particular: power (utility) and medical insurance. However, the insights shared will be broadly applicable across industries. If you’re an Avaya customer looking to build on your existing self-service investments while transitioning to a modern, AI-driven, natural language solution with minimal risk and controlled costs, this session will be especially relevant. The presentation will illustrate key concepts and showcase real-world customer scenarios and ROI outcomes, while maintaining customer confidentiality.

Wednesday, September 24th @ 03:45 PM – 04:45 PM
Truman B

SPEAKERS: Tom Hanson & Marty Cusack, Swampfox Technologies

Join us to discover how a leading regional bank reimagined its Avaya Elite Call Center, evolving from a fragmented voice-only environment to a fully integrated and intelligent customer engagement platform—without the need to rip and replace its core technology. The transformation focused on centralizing management, enhancing fraud detection, enabling passive voice authentication, incorporating natural language capabilities, and deploying self-service tools that supported the bank’s broader AI-driven business automation strategy.By adopting Swampfox’s Innovate In Place strategy for Avaya Elite customers, the bank was able to preserve its existing infrastructure, including hardware, software, and reporting, while introducing powerful new capabilities. These enhancements leveraged the bank’s existing Avaya Experience Portal licenses and included carrier-level integration with Pindrop’s voice biometric authentication, as well as on-premises Natural Language Understanding (NLU) for conversational self-service. Legacy DTMF menus were flattened and redesigned, replacing rigid prompts with open-ended, customer-friendly language.This session highlights how thoughtful innovation layered onto existing systems can deliver real business outcomes. It demonstrates how a frictionless, secure, and scalable customer experience can be achieved without disrupting day-to-day operations or sacrificing the value of prior investments.