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