Swampfox provides a core foundation built up from hundreds of custom application deployments coupled with a strong product-oriented process that is unique to the industry. This allows each of our contact center applications to stand alone, within a suite of applications, or integrate seamlessly into your contact center operations.
Swampfox brings insider knowledge of the Avaya Aura® Experience Portal, featuring the same architect, core engineering group, and same product management that made Experience Portal the number one "Enterprise Voice Portal" by market share, according to the widely respected analyst firm Frost and Sullivan. By leveraging knowledge of the platform along with some of the largest and most complex deployments of Experience Portal in the world, Swampfox delivers Enterprise Grade expertise to understanding your unique challenges.The Swampfox team has more than twenty years of expertise developing highly sophisticated user experiences in contact center and unified communications environments. For more insight into our past work, visit our ABOUT page.
Our team brings expertise to phases of your project, including:
Swampfox is committed to working with you until you and your customers are delighted.
Each customer engagement begins with a problem that needs solving. Whether its challenges in managing costs or consistency of service, meeting the customer experience challenges that executives have placed on your staff or trying to meet the demands of your business partners in providing agile solutions, Swampfox brings a consultative approach to service delivery.
A consultative approach means that Swampfox starts each engagement with some level of discovery, understanding the major pain points that you are faced with. From those pain points we have at hand the broadest set of applications, proven user interface patterns, deployment options, and support options.
The output of this discovery session will be clear statements of work, budgetary pricing, a delivery and deployment schedule, and acceptance criteria.
Common pain points include the following:
Having the accurate architecture from the start can make a huge difference in all aspects of a project, ensuring maximum uptime and the best results. Swampfox welcomes the opportunity to assist at any stage of your project.
Swampfox has years of experience designing products for Fortune 500 companies. The team is well versed in all aspects of IVR design, as well as telephony integration and large system design. We have built products for Windows, Unix and, Linux environments and possess a strong knowledge of OS internals and performance characteristics.
We take great pride in our level of craftsmanship and are selective in the projects we undertake. When you work with Swampfox your project is getting the attention of the entire team and never sacrifice quality by farming out your project to an unknown shop. With Swampfox there is never a doubt who is responsible for each part of your project.
For a more thorough explanation of our skillsets, or to see an example of our past work, visit the ABOUT page.
Change and lifecycle management is a requirement for any customer facing solution. Just as your agents' duties and processes have changed in the last twenty years, so, too, has your need to address customers in new and different ways. With more than 50 percent of all customer interactions occurring on an automated (IVR, Web, mobile) channel, self-service is critically important. Remember, if you are investing in your agents in support of end users but aren't investing in your automated systems (IVR, routing, etc.) that support your end users, you are short changing your customers.
With Avaya issuing a notice of End of Sale for legacy systems, including the Avaya Interactive Response (AvayaIR) and Avaya/Nortel/Periphonics Media Processing Server (MPS500 and MPS 1000), Avaya has authorized its business partners to offer customers very attractive migration and upgrade packages. Without services and applications from Swampfox to accompany the upgrade in platform to Avaya Aura® Experience Portal, however, one might as well be putting "worn out tires" on a new luxury car. Swampfox specializes in helping customers get the most out of their newest systems and has a dedicated process to manage migrations and upgrades.
Performance and load testing is an important part of any successful product rollout. Swampfox performs isolated load testing as well as solution testing for every solution we design and build, and within our engineering labs we test millions of interactions on thousands of ports across local and distributed environments.
While system lab testing is necessary, it is always best to fully test all components of the design: applications, Experience Portal, AES, Session Manager, Enterprise systems (including CRM, ERP, and backend databases), networking, and telephony infrastructure.
Swampfox offers on-site, solution-focused performance, scale and application validation in a cost-effective manner. Our high-capacity load testing services are done both remotely and on-site, where we monitor the service from an end-user's perspective, and also monitor the load on the system under test.
Swampfox offers training classes on select Experience Portal and Voice Portal related topics.
This course covers the following:
The class has classroom presentation-style lectures, as well as hands-on installation and configuration. Much of this is decided on a per-client basis, as needs dictate. This course can be offered at Swampfox's Columbia, SC, location or at the customer's location. For pricing information, please contact us.
This course covers the following:
This is a one-day class, which introduces you to all aspects of the latest Experience Portal architecture. This course can be offered at Swampfox's Columbia, SC, location or at the customer's location. For a more thorough list of topics and for pricing information, please contact us.
Experience Portal introduced advanced video processing features with the release of Voice Portal 5. This impacted the core architecture in several fundamental ways with the inclusion of some VoiceXML 3 tags as well as a SMIL interpreter.
This course covers the following:
When the students leave this one day course they should have a working Interactive Voice and Video Response (IVVR) application which could be deployed on Experience Portal. This course can be offered at Swampfox's Columbia, SC, location or at the customer's location. For pricing information, please contact us.
Trade-offs have always existed in deploying contact center solutions. Whether to own or host, staff internally, or send to an outsourcer, nowhere are the tradeoffs more critical in how your customer perceives your business than in the contact center. Traditionally, hosting of an "IVR" has usually been thought of as yet another way to drive costs out of the operations of the customer care organization. While sometimes lowering costs this has had issues such as:
We have listened carefully and addressed these challenges with Swampfox Transparent Hosting TM. Transparent Hosting takes advantage of the newest cloud computing technology to seamlessly extend your infrastructure into our redundant cloud, delivering a customer experience that is truly transparent to your customers. And because we host only genuine Avaya Experience Portal solutions, the operational and reporting environment is transparent to you, the operations and IT manager.
With Transparent Hosting we: