Services for Contact Center

Expertise to Deliver Enterprise Customer Experiences

Our Services Practice has achieved broad recognition from Clients, Business Partners and industry leaders as the crown jewel of Swampfox, with strong offerings in both Consulting and Professional Services. While most technology organizations are focused on engineering talent, the fact that our focus is in the Contact Center space, makes our human resources even more foundational. Contact Centers are successful when they are adept at creating authentic, human experiences that create commitment and loyalty. Each and every Swampfox consultant, engineer, business analyst and project manager has roots grown in customer service and enabling business through technology.

Active Monitoring and Management (AMMS)

Under the Active Management and Monitoring Service (AMMS) Swampfox acts as an extension of your IT infrastructure department to ensure your AEP platform and related applications are healthy and running without incident.

Application and Solution Load Testing

Ensuring your Contact Center infrastructure can scale to handle customer demands is critical to your business. We have true Content Center experts that designed the approach and methods to ensure infrastructure performance and service delivery.

Application Support Services

Application Support includes updates to the application development to accommodate “platform” (e.g. Experience Portal/CVP, Communication Manager/Call Manager, etc.) changes as a result of new releases or platform fixes from platform vendors (currently Avaya or Cisco.)

Avaya Aura Elite Routing

Optimize your routing and immediately improve your customer experience. Anchored by 50+ years of expertise in contact centers, Swampfox focuses on stepping out of the conventional approach that locks out business decision makers from managing the customer experience.

Chatbot and Visual IVR Workflows

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.

Customer Experience (CX) Review & Journey Mapping

Delivering a best-in-class customer experience begins with fully understanding your customers. Through this consultative offering, our team of Contact Center experts will take a deep dive into every facet of your customer support and customer service capability,

IVR (Interactive Voice Response) Self-Service Applications

nteractive 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. Our team of experts is ready to help you create the right solution for your unique business requirements.

Natural Language Applications

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. 

NextGen Contact Center Workshop

The NextGen Contact Center Workshop is our most comprehensive consulting engagement. It includes our Customer Experience Review & Journey Mapping and Contact Center Financial Review along with a robust, interactive Business Discovery, market focused Benchmark Analysis and thorough technical infrastructure analysis.

Speech Application Tuning Service

Improve your systems ability to determine caller intent and achieve higher containment by optimizing your Speech Application. Through this targeted service offering, our highly experience senior engineers implement refined tuning for your Automatic Speech Recognition (ASR) solution.

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