Swampfox solutions practice includes consulting, implementations, and management for self-service (including Interactive Voice Response (IVR), SMS, Web and Mobile Web Applications), contact center routing and reporting, and advanced agent desktops.
From traditional identification and verification of the customer, to understanding of intent for the contact, to natural-language and touch-tone self-service applications, Swampfox manages the entire customer experience to enhanced customer experience and reduce operational expenses.
Intelligent Customer Experience Transformation
Swampfox’s Proven ICE Transformation Practice takes a customer-centered approach to incrementally understanding, transforming, and planning customer care solutions…
Solutions Customized to your contact Center Needs
Avaya Experience Portal Customization: Self-service (IVR) application customization and development is the foundation on which Swampfox has built its reputation. As creators of Avaya Aura® Experience Portal (while at Avaya), Swampfox has a unique perspective in the industry on how to engage end users within a self-service application. By making it effective, efficient, and pleasant for the end user and to provide this in a manageable, scalable, and measurable solution, Swampfox IVR applications are unparalleled in effectiveness.
CTI and Agent Desktop Solutions
The largest cost in a contact center is within the agent workforce and the best chance an enterprise has to impact a customer experience is through the agent/consumer interface. Through Swampfox’s advanced CTI, “screen pop” and intelligent Agent Desktop Solutions, you can both lower the cost and enhance your customer’s experience by supercharging your agents proactive knowledge delivered to their desktop. See for more information about our solutions.
Everyone says the word “omnichannel” and yet no one knows what it means. Our customers know they have to serve their consumers on the channel (voice, smartphone, web, SMS, agent) of their choice when the consumer demands it. Swampfox’s solutions seamlessly blend each of these channels into a consistent and persistent stored conversation context, letting each channel do what it does best.
See how we create Vertical Solutions for Industries…