Swampfox delivers Contact Center applications that enable outstanding customer experiences. Our applications delight end users by proactively delivering the information they need while reducing ongoing costs and simplifying operational complexity. Built on a core of

  • Avaya Aura® Experience Portal (AAEP) and Orchestration Designer
  • Avaya Application Enablement Services (AES)
  • Avaya's leading Contact Center solutions (Elite, AACC, Contact Center Select)
Swampfox applications integrate into your data and operational environment through IT-standard interfaces.

Our Solutions Made for Your Problems

Swampfox focuses on understanding your needs within the Contact Center. Whether you are a

  • Contact Center manager dealing with staffing and quality issues,
  • IT/Telecom lead trying to get a grasp on specialized resources needed for speech application development for a self-service project,
  • Line of business owner looking to respond quickly to competitive challenges for servicing your product or service,
  • or a Customer Care or Customer Experience lead in charge of a customer experience revitalization project.

Swampfox provides both pre-packaged, easy to implement, applications that meet Contact Center needs as well as customized applications that meet the toughest Vertical Industry use cases.

  • Contact Center Applications

    Swampfox meets the needs of contact centers through the implementation of applications for traditional Interactive Voice Response (IVR) experiences, 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.

  • Vertical Applications

    Swampfox has out of the box Contact Center applications including Outbound, Callback/Enhanced Routing, Agent Assistance and IVR/Self-service applications.
    We specialize in understanding unique problems to Vertical industry segments and have customized applications for the following:

    • Cable and Telecommunications: Customer Service, Advanced Routing, Outbound Engagement, Subscriber Management and Collections
    • Utilities: Inbound customer service, Outbound Outage Notification, Collections
    • Healthcare/Insurance: Claims Management, Service-level Management, Outbound Notifications
    • Financial Services: Account Management, Service-level Management and Advanced Routing

    Swampfox is not your typical IVR integrator. With an understanding of the entire Customer Experience, Swampfox positively impacts each touch-point within the Customer Journey. Whether proactively engaging a customer through multi-channel outbound solutions, interacting with a customer about their needs and identity, providing advanced skills-based routing, or assisting an agent in their ability to service your customer, the human factor is always involved. With full-time User Interface design expertise on staff, and more than 20 patents issued to Swampfox employees, a deep, innovative approach to measuring, impacting, and delivering the most effective applications is ever present.

    Each solution is thoughtfully crafted to ensure:
    • Consistent, simple operations for IT staff, contact center staff, and business users
    • Measurable and maximized return-on-investment through standardized operational and business reports
    • Customized Customer Experience interactions across traditional "IVR" channels such as touch-tone and speech interactions, SMS interactions, Web interactions and Mobile Application interactions
    • Seamless handoff between automated channels like IVR and Contact Center agents

    Select any of the Solutions shown above to get more details on applications, services, and delivery capabilities that Swampfox provides.

Being able to proactively contact and engage a customer is core for customer service today. How one goes about contacting and engaging, however, separates your company from the competition.

Swampfox specializes in Proactive Engagement applications with an end-to-end practice built around

  • Discovery of the customer care and sales tasks that are key to engagement,
  • Mapping of customer needs and demographics to the best way to engage (whether on automated voice/IVR channels, SMS, email, live agent, or mobile application),
  • Implementation of the best solution (whether Swampfox's own Outbound Campaign ManagerTM, Avaya's Proactive Outreach Manager, or custom solutions),
  • and ongoing Support and tuning of the solution for maximum effectiveness.

    • Swampfox deploys solutions in a variety of ways, including traditional on-premise, managed service, or complete hosted or hybrid-hosted models through Swampfox Transparent Hosting TM.

      Typical examples of outbound engagement and notification solutions include:

      • Bill notification and collection services
      • Appointment reminder/re-scheduler
      • Post-call survey/customer engagement
      • Outage notifications
      • Prescription reminder services
      • Service/procedure follow-up survey

      Swampfox Outbound Campaign ManagerTM (OCM) is an outbound communication/notification application suite that runs on Avaya's Experience Portal platform. Swampfox OCM is a multichannel solution (phone, SMS/text, and email) designed in concert with some of Swampfox's largest clients — representing the energy/utility, cable services, and healthcare sectors. These clients typically have very demanding technology requirements.

      With thousands of active Experience Portal ports running hundreds of campaigns from multiple business units, solutions for this type of environment care for the following:

      • scale reliably with fault-tolerant architectures
      • enable straightforward IT staff management
      • integrate campaigns to business logic
      • provide links to both business and telephony reporting

      Swampfox Outbound Campaign ManagerTM's ability to deliver on these requirements is why it is the largest deployed Experience Portal-based dialer — currently placing hundreds of millions of outbound calls per year.

Call Centers never seem to have enough, or the right, agents. This has meant more sophisticated segmentation and training of agents with the added burden of management of these additional agents and agent skills. In addition, call center managers have had to deal with balancing agent service levels (through in-source, out-source, on-shore and off-shore agents), customer experience and cost, effectiveness and compliance.

Until now this has meant using stable and efficient traditional ACD's like Avaya's Call Center Elite or the more complex and fragile environments of CTI-heavy solutions like Cisco ICM or Genesys routing.

Swampfox has taken call center routing to another level with its Dynamic Route ManagerTM (DRM) solution.

Based on the industry leading capabilities of Avaya's Experience Portal for sophisticated call handling and SIP-based messaging, DRM elevates the ability to virtualize multiple geographically separate and managed entities into a single managed whole. By not only supporting Avaya's Call Center Elite industry-leading platform, but also supporting non-Avaya switches, and adding a sophisticated layer of business logic integration and customer experience management into the solution, DRM can now:

  • select the best resource from a virtualized set of Call Center resources, balancing service levels, costs, in-source and out-source requirements against customer expectations of the fastest service through real-time monitoring of Expected Wait Time and Service Level Attainment
  • enable business-specific rules to influence routing through integration of CRM, ERP, and big data into routing decisions
  • provide multichannel service options, including Speech and Touch-tone IVR functions before, during, and after call handling by agents; featuring the Identification, Validation and Segmentation of customers by stated and implicit intent
  • empower agents to know ahead of time what the customer experience will be like and inform the customer of any additional handling required

Built on the Avaya Aura® core SIP architecture, preservation of Universal Call ID (UCID)—for reporting, and User to User Information (UUI) elements—means that whether you are terminating SIP trunks from a carrier or converting TDM to SIP using gateways (including Communication Manager Gateways), preservation of caller information and caller experience is maintained for reporting and "screen pop" across the network.

All this without incurring the additional costs of traditional "Transfer Connect" carrier services or suffering the fragility and implementation costs of traditional CTI-based solutions.

Swampfox DRM is deployable in a variety of models, including traditional on-premise, managed service, or complete hosted or hybrid-hosted models through Swampfox Transparent HostingTM. DRM supports solutions across internal networks and with Call Center outsourcers.

For many call center operations, Service Level Management is a minute-by-minute ordeal. Constantly balancing agent-staffing levels and expertise against wait times and call handle times has many call center managers playing a perpetual game of playing "air traffic controller." At the same time, end-customers suffer through long and uneven wait times that could cause customers to leave and never come back.

Swampfox has solved this problem by providing a better approach to Service Level Management through First In Line TM. However, Swampfox First In Line doesn't simply focus on Service Level Management; it also understands the broader implications around Customer Experience and therefore brings a laser focus to the end-user experience.

First In Line 2.0 features include the following:
  • First In Line automated callback: Monitors overall customer experience through calculation of customer specific Expected Wait Time (EWT) and offers customer option to opt-in for immediate or scheduled callback
  • Immediate Callback: Manages position within queue for requested agent skills and proactively calls customer first and connects to proper agent, virtually holding their place in line
  • Scheduled Callback: Offers the ability for a customer to choose from a variety of times in the future to schedule a callback for the requested skill-set required to resolve their request
  • Managed Callback Levels: Reserves slots during the day on a per skill basis to help manage staffing levels, effectively shifting peak times of demand into valleys of available agent time
  • Support for Multiple Language Interfaces: Supports English and Spanish interfaces
  • Support for both Speech Recognition and touch-tone interfaces: Allows end-users to have seamless experience from their mobile phones without having to pull their phone from their ear to simply interact
  • Full Dashboard and Operational Reporting: Gives you minute-by-minute statistics on the effectiveness of the system
  • Business Reporting: Allows you to enter trunk, agent, and supervision costs and provides financial metrics to justify your investment
  • API for mobile and web integration: Full Web services API that allows direct integration into your web or mobile application environment
  • Fault-tolerant/duplicated architecture

One key to managing costs within a contact center is ensuring consistency, compliance, efficiency, and effectiveness. Traditionally this has been done through ongoing training, supervision of agents, and call recording and quality monitoring — all resulting in shrinkage within the contact center staffing hours and incurring high costs. Swampfox AgentAssist TM has been designed with these challenges in mind. As labor, supervision, quality monitoring, and compliance are the highest costs within a contact center we've focused AgentAssist on both the reduction in costs that can be realized by strategically adding automation as well as addressing the end-user experience in order to drive higher customer experience metrics. This provides a raw reduction in costs associated with handling customer interactions and contributes directly to better customer experience that has been shown to map directly to reduced attrition and enhanced profitability (see the Harvard Business Review article here which talks about this relationship).

Swampfox AgentAssist drives reduction in costs through:

  • Agent Greeting Management: provides a better, fresher greeting in the agent's own voice letting the fiftieth call of the day sound the same as the first. This means direct savings in call handling time and allows time for the agent to finish wrap notes or prepare for the next call. By reducing the management and quality scoring required, you benefit from lower management costs while delivering a better customer experience.
  • Compliance Directives: AgentAssist delivers assured compliance by being able to deliver prerecorded statements under control of either the agent or a business process. Further, with support for multichannel SMS, email and mobile applications, these compliance materials (such as acceptance of "End User Licensing Agreements") can be delivered directly to the user as a permanent record with an audit trail established.
  • Sensitive Data Capture: Every contact center is dealing with sensitive data these days, whether PCI compliant credit card capture or HIPAA related management. Sensitive Data Capture allows a secure voice application to capture account information, credit card information, or sensitive medical-related data out of the earshot of the agent and then returns control to the agent with information obfuscated within the agent's desktop. Further, this information can be captured through other channels such as SMS or mobile device to speed capture and maintain the overall flow of the engagement.
  • Third Party Verification: offers the ability for a third party to be conferenced in to validate acceptance of an offer.
  • Post Call Survey: Post call survey is typically used to correlate the customer experience with the agent interaction. Swampfox Post Call Survey expands on this definition by allowing the entire customer experience (self-service, agent experience, multichannel experience) to be captured. This can then be correlated with external metrics of customer satisfaction in order to drive enhancements to end users.

End users of your contact center are increasingly demanding new options for support and sales. Whether asking for support through SMS, email, automated voice interactions, or mobile applications, a one-size-fits-all mentality doesn't cut it anymore. That is why Swampfox has designed its applications to work seamlessly across multiple channels of access.

By taking advantage of the core Experience Portal multichannel capabilities, Swampfox applications such as Outbound Campaign Manager engage customers across automated IVR channels (touch-tone and speech), SMS (short message service), and email, ensuring that the proper medium is used for the interaction. This extends into our self-service applications where using the right channel for the right interaction means all the difference for effectiveness and customer experience.

For example, think how the immediate delivery of an SMS message with a confirmation code is superior to having your agent or IVR application read that code. Since our application frameworks are built from the ground up with an understanding of the interactions and customer journey, management, reporting, and responsiveness are built in.

Our ability to engage with your customers doesn't stop at traditional "call the contact center" interactions. By incorporating First In Line into your Web or mobile application environment, Swampfox provides superior customer engagement where context of the customer interaction (say the Web page where the customer is browsing or the physical location where the customer is located) and use this to drive selection of the proper agent, communication of the relevant data and context, and complete the connection between the customer and your agent.

Self-service IVR application development is the foundation on which Swampfox has built its reputation. As core architects, developers, and product management for Avaya Aura® Experience Portal, 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.

From a foundation of "pre-packaged" applications including Proactive Engagement applications such as OCM, advanced call routing applications such as DRM, Agent Effectiveness suites such as AgentAssist, and service-level management/callback applications through First In Line, Swampfox designs custom experiences that match your operational needs and your customer's application needs.

Swampfox follows a user-based approach to design for self-service applications. Whether touch-tone IVR, speech-based IVR, SMS, email or Web/mobile application development, we follow the same user-experience process, delivering the committed scope on budget and on schedule. Typical steps for self-service projects include:

  • engage on discovery: Much of the benefit of Swampfox comes from initial application discovery. Usually with reseller business partners and customers "at the table," we strive to understand core business problems and map the benefits of self-service enablement into a project and timeline. We also help customers plan for staging an updated customer experience (new applications) with development of a self-funding roadmap.
  • budgetary quote: This allows us to convert a discovery session into initial pricing, description and deliverables required to achieve results.
  • requirement and design of the user experience: By mapping initial discovery results with customer goals, Swampfox designs user interface approaches for the target customer segments. We also define criteria for success and ensure that operational elements will be delivered to meet those criteria.
  • architecture and development: By focusing on a sustainable and scalable multichannel architecture, we ensure that projects won't be stymied when user demands ask for "more than IVR." In addition, core data architectures with Enterprise Systems (CRM, ERP, databases), communications, and contact center interactions are defined. Development proceeds with creation and implementation of user interaction flows.
  • exhaustive quality assurance and performance testing: Solutions are validated against both the initial specification and against customer data (including live Enterprise integration interfaces). Optional scalability and stress testing is performed with hundreds of thousands of interactions validated for accuracy and performance.
  • user acceptance and handoff: Integration test is performed on-sight and final integration to customer systems is performed. User acceptance test is performed and defects are remedied. Optional developer-to-developer knowledge transfer for Swampfox delivered elements and core supporting technologies (Experience Portal, AES, etc.) is provided.
  • project management: All elements are managed with business partner, customer and swampfox internal project management professions.