1. Customer Journey
A lifeftime customer relationship doesn’t start with an IVR and end with an agent;
it begins with understanding and engaging, and it is reinforced with consistent,
meaningful interactions.
UNDERSTAND .
ENGAGE .
DELIGHT .
Swampfox identification,
verification, and self-service
solutions deliver exceptional
customer experiences across
traditional “IVR” and
“omni-channel” (SMS, Mobile,
Web) applications alike.
COMPLIANCE .
PRODUCTIVITY.
MOBILITY.
Swampfox extends compliance
(PCI, HIPAA) and consistent
customer experiences to home,
in-house, and outsourced
agents with secure
data capture and productivity
for agent desktops.
BALANCE CUSTOMER NEEDS
AND STAFFING NEEDS
Swampfox balances customer needs and your contact
center staffing needs through “callback” and advanced
service-level management through segmentation and
routing solutions.
PROACTIVELY ENGAGE THE VOICE
OF THE CUSTOMER
Proactively engage customers before they identify their
own needs through outbound IVR and omni-channel
interactions. Swampfox integrates the voice of the
customer into every journey.
W E B U I L D C U S T O M E R E X P E R I E N C E S
P: 803.451.4540
SWAMPFOXINC.COM
1337 ASSEMBLY ST,
COLUMBIA, SC 29201
We Provide
CONSULTING
DESIGN
IMPLEMENTATION
SUPPORT
for
Self Service IVR
Contact Center
Agent Productivity

2. Solutions
CALLBACK AND ENGAGEMENTS
Swampfox First In Line™ balances customer experience with staffing levels for immediate, scheduled, and
web/mobile-initiated callbacks.
PROACTIVE ENGAGEMENT AND OUTBOUND
We deliver Swampfox Outbound Campaign Manager™ and Avaya Proactive Outreach Manager (POM) to
engage customers before they know they may have an issue. With support for Voice, SMS, and agent-based
services, notifications, registration, reminders, payment, and marketing services are just a few of the use
cases we deliver more than a billion times a year.
PRODUCTIVITY AND COMPLIANCE
Swampfox AgentAssist ™ captures sensitive data (credit cards, PINs, SSN) without agent involvement,
ensuring compliance can be extended wherever your agents (home, in-house, or out-source) are located. Agent
Desktop solutions power agent engagements with customers to deliver meaningful customer interactions.
VOICE OF THE CUSTOMER
Swampfox Voice of eXperience™ measures customer feedback, agent feedback, and self-service experiences
and provides a real-time feedback loop into the customer journey.
SERVICE OPTIMIZATION
Swampfox architects and delivers contact center optimization solutions through Swampfox Dynamic Route
Manager™ (DRM) and Avaya ICR. With billions of calls delivered annually through DRM, real-time business
rules, segmentation, and routing across multiple in-house and out-source contact centers provides contact
center management a valuable tool at Enterprise scale.
P: 803.451.4540 SWAMPFOXINC.COM 1337 ASSEMBLY ST., COLUMBIA, SC 29201
ABOUT SWAMPFOX TECHNOLOGIES Swampfox Technologies was born (in 2009) from the needs that Avaya clients had been
asking for: the desire for a set of self-service (IVR) and contact center services and applications that matched the excellence
of award-winning* Avaya Aura Experience Portal. The company was founded by the chief architect of Experience Portal—
the lead designer of Avaya Speech Access—and has been joined by the product-management director that initiated Voice
Portal/Experience Portal. With more than 20 patents to their credit, Swampfox employees live every day knowing that the
customer experience we offer our clients is reflected in the customer experience that is provided to the end users of our solutions.
*GARTNER GROUP 2013 MARKETSCOPE FOR IVR/VOICE PORTALS STRONG POSITIVE RATING
Consulting: IVR, Contact Center,
and Self-Service Consulting
Services
Design: Human Factors, Voice
User Interface, Web/Mobile
Web Interaction Design
Managed Services: 24x7
proactive managed services
for on/off premise deployments
Support: Full day-2 support
from the Experience/Voice
Portal experts
Architecture: End-to-end
contact center architecture
for fault-tolerant and high
availability deployments
Implementation: Leading IVR,
Contact Center, and Desktop
implementations focused on
Experience Portal/Voice Portal
and Avaya infrastructure
Training: Avaya Aura
Experience Portal Training
Cloud: Dedicated and burstable
cloud services in our service-
provider grade centers
W E B U I L D C U S T O M E R E X P E R I E N C E S
SW
A M
PFOX SERV
ICES