Swampfox Digital
Next Generation Digital Chat
Overview
Extend the power of your omnichannel contact center to the next generation of natural-language digital assistants. Swampfox Digital lets you provide customer service integrated straight into your website, smartphone apps, and social networks. Swampfox Digital provides natural language “chat” and visual IVR functionality powered by ai chatbots, digital workflows and rich agent-chat interfaces. Swampfox Digital captures the intent of your customer’s conversations, understands their intent, and seamlessly executes the next step in the interaction, in order to accomplish the user’s intended task. By leveraging the power of natural-language, advanced business rules, and ai, Swampfox Digital provides a world-class customer experience.
Benefits
Omnichannel Experience
In the evolution of customer experiences, users want to be able to solve problems and voice their complaints through whatever medium is the most convenient for them. By having your customers engage with Swampfox Digital, you get a complete AI and natural-language powered digital conversation tool that helps you exceed your customers’ expectations.
Increased Agent Productivity
With Swampfox Digital, you put the power of business processes, digital tools and AI to work for you. By allowing a customer to remediate baseline requests, agents are now free to focus on those who need a higher degree of hands-on care and support. When customers engage with your Chat agents, each agent can support multiple concurrent customers with a persistent view into the conversation, allowing them to deliver visual workflows and widgets as well as text. Each agent is provided dynamic pre-vetted suggestion text, widgets and workflows that allows them to drive the conversation forward quickly and accurately.
A Picture worth a Thousand Words
Unlike limited chat-only tools, Swampfox Digital provides rich integration of visual widgets and workflows to allow a customer to select dates from calendars, send and receive photos and videos for assistance, provide real-time maps of services, and even make secure payments using your existing systems.
We Play Nice with Others
All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise with the leading Contact Center technologies, including Avaya and Cisco.
Improved Accuracy in Self-Service
Through written intent determination, Swampfox understands a customer’s request in their own language and engages them with a Self-Service application to meet their needs without having to utilize agent or staff resources.
Cloud-based Solution as a Service
Swampfox Digital is provided as a Solution as a Service from within the world’s largest and most secure cloud infrastructure. It can grow and adapt quickly to your needs with pricing built around usage and can be scaled to meet your needs from the smallest department to global Enterprises.
Built for Complex Requirements
We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.
Benefits
Omnichannel Experience
In the evolution of customer experiences, users want to be able to solve problems and voice their complaints through whatever medium is the most convenient for them. By having your customers engage with Swampfox Digital, you get a complete AI and natural-language powered digital conversation tool that helps you exceed your customers’ expectations.
Improved Accuracy in Self-Service
Through written intent determination, Swampfox understands a customer’s request in their own language and engages them with a Self-Service application to meet their needs without having to utilize agent or staff resources.
A Picture worth a Thousand Words
Unlike limited chat-only tools, Swampfox Digital provides rich integration of visual widgets and workflows to allow a customer to select dates from calendars, send and receive photos and videos for assistance, provide real-time maps of services, and even make secure payments using your existing systems.
Increased Agent Productivity
With Swampfox Digital, you put the power of business processes, digital tools and AI to work for you. By allowing a customer to remediate baseline requests, agents are now free to focus on those who need a higher degree of hands-on care and support. When customers engage with your Chat agents, each agent can support multiple concurrent customers with a persistent view into the conversation, allowing them to deliver visual workflows and widgets as well as text. Each agent is provided dynamic pre-vetted suggestion text, widgets and workflows that allows them to drive the conversation forward quickly and accurately.
Built for Complex Requirements
We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.
We Play Nice with Others
All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise with the leading Contact Center technologies, including Avaya and Cisco.
Cloud-based Solution as a Service
Swampfox Digital is provided as a Solution as a Service from within the world’s largest and most secure cloud infrastructure. It can grow and adapt quickly to your needs with pricing built around usage and can be scaled to meet your needs from the smallest department to global Enterprises.
Features
Natural-Language Understanding
Oftentimes your customers describe their needs in their own way and not using your business terms. Using Machine Learning and AI, Swampfox Digital can analyze the customer’s request to quickly identify what their intent is and then respond appropriately to help the customer achieve their goal.
Social in all the Right Ways
Swampfox Digital engages your customers wherever they are. By supporting web-integrated chats (right in your website), smartphone apps, 2-way Text messaging, and social networks like Facebook, Twitter, and Whatsapp, your customers can engage with your brand for sales, support, and business tasks whenever they need to.
Seamless Agent Takeover
Should the customer need to speak with a live representative, Swampfox Digital seamlessly transfers customers conversations to your skilled Agent with full visibility into all interactions between the customer and the chatbot or workflow.
Conversational Experience
Deliver a modern, customer-focused experience by enabling your customers to guide their own journey. Studies have shown an increase in customer satisfaction by giving customers access to tools that allow them to accomplish their goals, immediately and without having to wait to speak to an agent.
Automated Task Workflows
Swampfox Digital integrates with your CRM, billing and account services to achieve frictionless customer experience. With Swampfox Digital, your customers can easily process a payment, submit a support request or pause service.