ICX 4.2 introduces native support for Single Sign-On (SSO) via SAML-based integration with identity providers such as Microsoft Entra and Okta. It supports enterprise-grade authentication scenarios, including multi-factor authentication (MFA) through SMS, authenticator apps, and biometric methods. The SSO configuration is centrally managed within the ICX User Manager and is compatible with any identity provider that supports SAML-based SSO, ensuring seamless integration into enterprise authentication frameworks.

IT Security and User Management Teams benefit from reduced credential overhead, standardized identity governance, faster onboarding/offboarding and audit log tracking.

• Security: Enforces consistent authentication standards across enterprise systems.

• Convenience: Users log in with corporate credentials and gain faster access to ICX.

• Scalability: Supports multiple SSO providers—ideal for dev/test/prod separation or phased adoption.

Interaction Flows define how the system engages with customers during stages like Greeting, Identification, Intent Capture and Service Flows that provide self-service IVR and Intelligent Virtual Assist applications. They control prompts, data collection, and logic execution. The Interaction Flow Editor is a graphical tool for building and managing these flows, allowing designers to script personalized, branded interactions.

The ICX Flow Editor now supports:

• Copy/paste of nodes across flows
  
• Multi-select and drag-drop editing
• Cross-flow reuse of interaction patterns
  

ICX Developers and Designers can build and maintain interaction flows faster, improving agility and reducing time-to-launch.

• Speed: Shorten development cycles with reusable flow components.
  
• Accuracy: Multi-select editing reduces design errors.
  
• Productivity: Less rework, more focus on experience innovation.

ICX 4.2 enhances reporting by enabling Session Detail Reports to link directly to external applications using shared key values—such as UCID, session ID, or customer identifiers. This capability allows seamless integration with platforms like First In Line, Outbound Campaign Manager, or CRM systems, providing a unified view of each customer’s journey across systems. By embedding contextual links, organizations can trace interaction history, correlate outcomes, and enrich external analytics with ICX engagement data—unlocking powerful cross-platform insights for operational and customer experience optimization.

Other new capabilities in ICX 4.2 include:

• Scheduled Reporting Jobs with email delivery

• as well as External Links in Reports for fast pivot to 3rd-party systems:

Contact Center Managers gain scheduled, filtered views of key data—and the ability to jump directly from ICX to supporting third party platforms for additional non-ICX details.

• Proactive Insights: Deliver insights before issues escalate.
  

• Traceability: Report links streamline workflows for quick access to third party platforms for specific interactions

• Configurable Delivery: Ability to deliver reports on demand for various personas based on data need and frequency.

ICX Data Hub offers a robust suite of features designed to enhance data management and analytics capabilities for call centers. It enables the extraction, transformation, and normalization of data from multiple Swampfox products and other call center systems. With its ability to integrate and export data to Business Intelligence tools, ICX Data Hub supports comprehensive reporting and analysis, providing valuable insights into call center performance. Key features include detailed monitoring of queueing and call allocation processes, capturing critical metrics such as call wait times and queue durations. Additionally, the Data Hub ensures seamless data handling with support for various data sources and formats, making it an essential tool for optimizing customer service operations and facilitating data-driven decision-making.

ICX 4.2 extends Data Hub with:

• Sync Processors to replicate ICX config changes into external databases
• OCM Archival of outbound campaign records for post-campaign analytics
  

Business Analysts and BI Teams can access normalized interaction data for operational and strategic reporting.

• Visibility: Capture campaign outcomes for better segmentation and targeting.
  
• Real-Time Feeds: Sync configurations into external BI and data lakes.
  
• Automation: Event-driven data capture reduces manual reporting tasks.

The Swampfox API Gateway facilitates real-time access to backend systems via secure, auditable APIs. It merges and transforms data across sources for use in Interaction flows and Agent Desktop Framework.

Experience Designers can rapidly deploy new services using enterprise data without backend rewrites—accelerating innovation while reducing cost and complexity.

• Decoupling: Backend logic is abstracted from frontend experiences.

• Speed: Launch new journeys with less IT dependency on core systems.
  

• Control: Role-based access and audit trails ensure compliance and visibility for when and how data is being accessed through the secure Gateway.

The new ICX Context Service is a lightweight, high-performance memory grid for storing and retrieving session context, including:

• Call/digital meta data associated with that interaction UCID, session ID, identity and verification state
  
• Customer intent and journey progression
• Enterprise-integrated data (CRM, ERP, etc.)

Enables continuity across digital and voice channels. With shared context between channels, customers who start an interaction on the web and proceed to call in will be treated based on what was written to context store when they were on the starting channel. This enables IVRs/IVAs to take advantage of what they know about the customer and handle the interaction accordingly. Agents also gain insight into the full interaction history at the desktop through integration with Agent Desktop Information displaying this customer journey information in real time.

• Continuity: Real-time memory lets interactions resume seamlessly.
• Omni-Channel Support: Context is persistent across IVR, chat, and agent handoff.
• Extendable: Schema-less design supports custom fields and enterprise attributes.

Enables the creation, configuration, and management of dynamic agent desktop templates, seamlessly integrating contextual data from ICX and the API Gateway. These templates surface relevant customer insights, historical context, and actionable data directly within the agent desktop, all tailored to specific interaction types and business processes.

• Streamlines agent workflows by delivering context-aware UI components and data at the moment of need
• Empowers supervisors and operational managers with flexible template management, allowing rapid adjustments without core system changes
• Enhances customer personalization by aligning agent interactions with historical and real-time context

Provides native integration and management of Swampfox Zorro’s advanced multilingual speech recognition (ASR), Natural Language (NLU), and text-to-speech (TTS) models. ICX 4.2 enables centralized management of Zorro speech assets, allowing enterprises to customize, deploy, and manage speech models that power intelligent virtual assistants (IVAs) and natural language-driven interactions.

• Supports model configuration and development of multilingual IVA solutions that handle open-ended user intents (“How may I help you?”), replacing static menu-driven navigation
• Centralizes model management, enabling business teams to adapt intents, modify speech flows, and fine-tune ASR/TTS performance for specific customer segments or use cases
• Provides seamless integration with ICX interaction flows, ensuring consistent speech experiences across channels and touchpoints
• Offers flexibility to manage and deploy speech assets across hybrid (cloud + on-prem) environments, aligned to enterprise needs and governance

Intelligent Customer Experience 4.2 (ICX) has been tested and certified by Swampfox with Avaya Experience Portal 8.1+ and Avaya Aura Communication Manager and AES 10.1+ and later.

AEP 8.1+

CM 8.1+