SERVICES



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:

  • initial application discovery and business validation
  • concept definition and initial architecture
  • implementation
  • upgrade and migration from older systems
  • load testing
  • pilot rollout
  • production rollout
  • training
  • crisis intervention and triage

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:

  • managing service levels and staffing costs throughout your business week
  • providing differentiated customer experience to your end users while increasing access and reducing costs
  • augmenting staff expertise within specialized domains such as Voice User Interface (VUI) design and interaction design, large scale, real-time communications architectures, and performance and load testing.
  • managing upgrades and migrations from existing IVR, contact center, and communications (PBX) infrastructure, and
  • managing elastic demand for services with a need to augment with cloud services


How can we ensure we have the highest level of uptime and throughput for our applications?

At Swampfox we have architected and designed solutions that deliver more than 1 million calls per day. All our solutions, whether designed for the Fortune 50 or the credit union "across town," benefit from the same core design principles.
How do I know what constitutes a good customer interface?

You don't need to. Let Swampfox review the features and goals for customer experience and recommend an approach. You also don't have to take our word for it. With Swampfox's Customer Experience Index, we provide data that allows you to measure its effectiveness.
Do you have an existing proposal on which you would like a second opinion?

Let us review it and provide feedback at no obligation to you.

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.

Services include:

  • end-to-end solution design
    • overall application design
    • designing for a performance target — we document our performance expectations
    • designing for the highest-level of reliability — we document reliability goals and constraints
  • user interface design and implementation
    • touch-tone (DTMF)
    • speech (directed dialog or natural language)
    • identification, verification and intent extraction including Voice Biometrics
    • SMS user interaction design
    • email and Web interaction design
    • mobile application and mobile Web design
    • end-to-end contact center user experience
  • integration with business logic, Web server infrastructure, and enterprise systems including enterprise resource planning (ERP), customer relationship management (CRM), business systems, back-end databases, and Web services infrastructure
  • generation of design specifications

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.

Services include:

  • end-to-end migration solution design
    • review of current application for effectiveness
    • review of current operational environment
    • review of business and operational goals for self-service and assisted service within our customer service framework
  • migration planning
    • options for deployment: Premise, Swampfox Transparent HostingTM, Hybrid Premise/Hosting
    • planning for connectivity: TDM to SIP; Session Manager, Gateways
    • planning for contact center integration: Call Center Elite, Avaya Aura® Contact Center, Contact Center Select
    • planning for application refresh
  • application migration
    • MPS Developer to Orchestration Designer/VoiceXML (MPS solutions)
    • PeriPro to Orchestration Designer/VoiceXML (MPS solutions)
    • ScriptBuilder to Orchestration Designer/VoiceXML (Conversant/Avaya IR solutions)
    • IVRDesigner to Orchestration Designer/VoiceXML (AvayaIR)
    • Dialog Designer to Orchestration Designer/VoiceXML (upgrade - Voice Portal)
  • migration services
    • staging services
    • data migration (if required)
    • install/deployment services
    • performance and load test
    • monitoring services
    • managed services

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.

Topics include:

Installation, Configuration, Maintenance and Triage

This course covers the following:

  • all aspects of installing a Experience Portal system, including a primary and optional secondary EPMS, one or more MPPs, an integrated or standalone WebLM server, and optionally Nuance/IBM and Lumenvox speech servers.
  • all aspects of Experience Portal configuration, logging, alarming, application configuration, speech server configuration, telephony (SIP and H.323), and video (optional), as well as required switch integration issues, such as Avaya Session Manager, Communication Manager, Contact Center Elite, Application Enablement Services (AES), and AACC configurations.
  • maintenance and triage topics, such as what level of logging to use and the format of the various high and low-level logs and their locations.
  • triage concepts and a common process to investigate Experience Portal problems.
  • tools such as the MPP service menu and transcriptions.

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.

Experience Portal Introduction and Architecture Overview

This course covers the following:

  • EPMS and MPP in depth and select topics of their internal architecture.
  • issues such as failover, ASR/TTS load-balancing, externally facing Web services for launching VoiceXML and CCXML sessions, and sending events to active sessions.
  • CCXML, why it serves as the basis for the MPP, and what an application writer can do with CCXML that he/she cannot do purely with VoiceXML.
  • the session and call detail records automatically captured by the MPP, as well as hooks available to application writers.
  • the availability of shared data keys that are generated by the platform for reporting as well as how to get/send Avaya's Universal Call ID.

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.

Video Support in Experience Portal

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:

  • reviews the video aspects of Experience Portal— both the changes to the EPMS and MPP, as well as those added to Avaya's Orchestration Designer.
  • walks the students through all the steps of writing and deploying video applications.

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:

  • loss of control over the customer experience
  • data integration challenges between the enterprise and hosted solutions
  • loss of insight once the call goes to the "hosted IVR" platform
  • inconsistent IVR application behavior (as the hosted solution is usually a different platform than your in-house solution)
  • requirement to push all your calls to the hosted solution or incur additional charges
  • inability to integrate with your call routing, screen pop, and internal DB systems at all

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:

  • provide you control over the customer experience by extending your contact center operations into our data centers, allowing for real-time updates of IVR application behavior, routing points, and administration
  • extend the data infrastructure between our fully hosted application and platform environment to your core Enterprise ERP, CRM, and database systems
  • ensure that tracking information through Universal Call ID (UCID) and User-to-User Information (UUI) is delivered seamlessly for agent desktop and reporting use cases
  • only offer genuine Avaya Aura® Experience Portal solution elements, ensuring consistency between your in-house Experience Portal (or Voice Portal, MPS or Avaya IR) and our cloud solutions
  • allow you to pick how and what traffic is pushed to our centers via Aura® Session Manager infrastructure, allowing premise, hosted, or hybrid-hosted solutions
  • ensure that all contact center infrastructure is transparently extended and integrated to our hosting centers