Resources
Innovate in Place, a Pragmatic Approach to Contact Center Transformation
Innovate in Placea Pragmatic, yet Mind-Blowing, Approach to Contact Center TransformationRadically unleash the power of your legacy Solutions, Systems & Applications through Technology Recomposition.In the Contact Center, technology change is a huge deal…The...
Innovating & Extending Your Avaya Contact Center – IAUG Feb 2023
Swampfox & IAUG Present Innovating & Extending Your Avaya Contact Center Innovate In Place creates a new paradigm for Contact Center TransformationIn this session, Contact Center experts from Swampfox Technologies will discuss an evolving trend, Innovate In...
PATENT ALERT: Swampfox’s approach to building Intelligent Virtual Assistants isn’t just revolutionary, it’s now Patented.
PATENT ALERT: Swampfox’s approach to building Intelligent Virtual Assistants isn’t just revolutionary, it's now Patented. PATENT TITLE / NAME Method and apparatus for cognitive system training with incorporation of probability and uncertainty to achieve deterministic...
PATENT ALERT: Swampfox Technologies Patent for Prediction of Contact Center Wait Times via Machine Learning
PATENT ALERT: Swampfox Technologies Patent for Prediction of Contact Center Wait Times via Machine Learning PATENT TITLE / NAME Apparatus and method for multivariate prediction of contact center metrics using machine learning WHAT DOES THIS MEAN FOR OUR CLIENTS...
ICMI Contact Center Expo 2022
Swampfox at ICMI Contact Center Expo 2022OverviewJoin us at Booth #416 in Florida at ICMI Contact Center Expo 2022!Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's...
The Strategy & Business Decisions Necessary to Deliver Modern Customer Experience
The Strategy & Business Decisions Necessary to Deliver Modern Customer ExperienceAnd yes, you can extend and optimize your existing Avaya Contact Center infrastructure to be a world-class Contact Center.Past, Present & FutureHistorically, Avaya has been the...
Swampfox Intelligent Customer Experience (ICX) Helps Customers Transform the Customer Journey
Swampfox Intelligent Customer Experience (ICX) Helps Customers Transform the Customer JourneySwampfox /Intelligent Customer Experience (ICX) 3.1.2 now rated “Avaya Compliant” with Avaya OneCloud™ CCaaS solutions.Columbia, SC – June 7, 2022 – Swampfox Technologies,...
Contact Center Week 2022
Swampfox at Contact Center Week 2022OverviewJoin us at Booth #726 in Vegas at Contact Center Week 2022!Contact Center Week is one of the world's largest events for CX, Contact Center, Customer Service professionals and Swampfox is proud to be a part of it. We would...
Telecom Real Use Case: Transforming a Contact Center through Intelligent Route Management
Transforming a Contact Center through Intelligent Route ManagementREAL USE CASETelecom AbstractIn this Real Use Case, learn how Swampfox was able to drastically transform the contact center experience for one of the biggest national telecom conglomerates in the world,...
Retail Real Use Case: Redefining Customer Experience & Neutralizing Disruptions Caused by Global Pandemic
Redefining Customer Experience & Neutralizing Disruptions Caused by Global PandemicREAL USE CASEHome Appliance/ Retail AbstractIn this Real Use Case, learn how Swampfox was able to effectively neutralize the massive disruptions to a national home appliance...
Solution Update for FIL 2.5 for Avaya
Solution Update: First In Line (FIL) 2.5 for AvayaSeptember, 2021SHORT DESCRIPTIONThe First In Line™ (FIL) 2.5 release helps administrators manage queue operations and control the customer journey within the callback application. This update includes improvements to...
Swampfox Presenting at Avaya ENGAGE 2021
Swampfox is showing up Big at Avaya ENGAGE 2021OverviewIn addition to being a bronze sponsor, we have a featured presentation and a prime spot on the showroom floor!We are thrilled about our upcoming presentation at Avaya ENGAGE and would love for you to join us. Our...
Contact Center 202X
Contact Center 202XCustomer Service has Permanently ChangedA Seismic ShiftThe Pandemic has changed everything for Contact Centers, the businesses that operate them, the technologies used to drive them, and the individuals who work in them.Our Previous RealityWhile the...
Travel Real Use Case: More Efficient Management of Inbound Call Volumes
More Efficient Management of Inbound Call VolumesREAL USE CASETravelAbstractIn this Real Life Use Case, learn how a US based travel company was able to manage inbound call volumes and empower two distinct business units in their call center. By working with Swampfox...
State Government Real Use Case: Centralized IT Supporting Multiple Agencies Leverages & Enhances Existing Infrastructure to Expand Self-Service
Centralized IT Supporting Multiple Agencies Leverages & Enhances Existing Infrastructure to Expand Self-ServiceREAL USE CASEState GovernmentAbstractIn this Real Life Use Case, learn how a large state IT organization supporting multiple state agencies – such as the...
Financial Services / Banking Real Use Case: Elevate & Unify Customer Experience & Service Levels Amid Market Growth
Elevate & Unify Customer Experience & Service Levels Amid Market GrowthREAL USE CASEFinancial Services / BankingAbstractIn this Real Life Use Case, learn how a large regional bank – rapidly growing through acquisition– was able to unify service levels,...
Swampfox Technologies Delivers for Cisco-Based Contact Centers with Latest Update of Callback Solution, First In Line 3.1
Swampfox Technologies Delivers for Cisco-Based Contact Centers with Latest Update of Callback Solution, First In Line 3.1Columbia, SC – July 15, 2021 – Swampfox Technologies, Inc. (Swampfox), announced today the availability of First In Line (FIL) 3.1, the newest...
Swampfox Technologies Drives Growth Through Callback for Large Contact Centers
Swampfox Technologies Drives Growth Through Callback for Large Contact CentersColumbia, SC – July 20, 2021 – Swampfox Technologies, Inc. (Swampfox), is experiencing unprecedented growth in demand of their acclaimed Callback solution, First In Line (FIL), as large...
Webinar: Intelligent Callback for Cisco Contact Centers
Upcoming WebinarIntelligent Callback for Cisco Contact CentersIntelligent Callback for Cisco Contact CentersOverviewAs a sequel to our “Understanding Callback” Webinar, Swampfox is proud to present, Swampfox First In Line™ for Cisco Enterprise Contact Centers.Even...
Solution Update: First in Line (FIL) for Cisco
Solution Update: First In Line (FIL) 3.1 for CiscoJuly, 2021SHORT DESCRIPTIONIn First In Line (FIL) 3.1, we have extended our industry acclaimed Callback solution to support the leading Enterprise Contact Center’s from Cisco.NOTABLE UPDATESCisco integration for...
Healthcare / Insurance Real Use Case: Proactively Manage Open Enrollment and Seasonal Peak Volumes
Proactively Manage Open Enrollment and Seasonal Peak VolumesREAL USE CASEHealthcare / InsuranceAbstractIn this Real Life Use Case, learn how an enterprise-class Contact Center with six disparate geographic locations was able to transform large waves of inbound service...
Assessment – Customer Experience
ASSESSMENTCustomer Experience (CX)Sign Up TodayASSESSMENTCustomer Experience (CX)Sign Up TodayThe Swampfox Customer Experience (CX) Assessment is an integrated assessment designed by Contact Center experts to discover, evaluate and document the processes, people and...
Webinar: Understanding Callback
Upcoming WebinarUnderstanding CallbackMaking Customers Happy While Meeting Service LevelsOverviewThe Voice Channel continues to be the number one choice for customer service and support. In fact, according to a Microsoft study, 39% of Customers prefer talking with a...
Swampfox Named one of the 2020 Best Places to Work in South Carolina
Swampfox Named one of the 2020 Best Places to Work in South CarolinaJuly 16th, 2020 - Swampfox was recently named as one of the Best Places to Work in South Carolina. This fourteenth annual program was created by SC Biz News in partnership with the South Carolina...
Swampfox Featured in CIO Mag: Intelligent Customer Experience for Utility Companies
Swampfox Featured in CIO Mag: Intelligent Customer Experience for Utility CompaniesFebruary 10th, 2020 - Amidst growing customer demands and regulations around consumer privacy, companies in the utilities sector are constantly looking for ways to reduce customer churn...
Swampfox Named in Top 10 Utilities Tech Solution Companies
Swampfox Named in Top 10 Utilities Tech Solution Companies February 3rd, 2020 - Today, utility firms around the world are embracing digital technologies to improve efficiency and customer satisfaction. The increased technological capability has created an explosion of...
Swampfox Named one of the 2019 Best Places to Work in South Carolina
Swampfox Named one of the 2019 Best Places to Work in South CarolinaJune 28th, 2019 - COLUMBIA, S.C. – The South Carolina Chamber of Commerce today announced the 2019 Best Places To Work in South Carolina. To identify the state’s top-notch employers, the South...
Swampfox Technologies aims to lessen the time you spend waiting on the line
Swampfox Technologies aims to lessen the time you spend waiting on the line March 6th, 2019 - The goal of customer service can be distilled into one objective: convenience. And as technological advancements have altered perceptions of what qualifies as efficient or...
Swampfox Named Top 20 Contact Center Solution Companies 2015
Swampfox Named Top 20 Contact Center Solution Companies 2015 October 12th, 2015 - Contact centers have evolved from the legacy stigma of a room filled with people on the phone into multi-channel, multi-capacity units that take care of entire client relationship...