Swampfox ICX Helps Customers Transform The Customer Journey


Swampfox announced that its Intelligent Customer Experience (ICX/DRM) 3.1.2 solution is compliant with key Avaya OneCloud CCaaS (Contact Center as a Service) solutions.

Swampfox ICX extends the value of the Avaya contact center, providing fully unified management and a robust, rich customer journey through holistic branding and customer interactions, customer segmentation and business rules, and dynamic routing and resource management. Avaya is a global leader in solutions that enhance and simplify communications and collaboration.

Swampfox helps Avaya contact center customers deliver a frictionless customer experience while managing against internal cost and service goals. In practical terms, Swampfox ICX provides a single environment that lets Avaya customers manage natural language interactions, IVR, and digital requests while facilitating optimal workflow with contact center agents, business process outsourcers, self-service applications, chat agents and bots, and callbacks. The application is now compliance-tested by Avaya for compatibility with Avaya Aura Communication Manager 8.1.3, Avaya Aura Application Enablement Services 8.1.3, and Avaya Experience Portal 7.2.3.

“Swampfox is thrilled that its ICX solution is now Avaya DevConnect compliance tested. We can begin delivering it to a broader group of contact center customers than ever before,” said Tom Hanson, Vice President of Sales and Marketing at Swampfox, Inc.

“Avaya Experience Builders like Swampfox Technologies Inc. are key to developing and evolving customer support channels,” said Susy Liem, Avaya Vice President of Product Management. “We are pleased that our customers can confidently add the Swampfox ICX to their Avaya communications systems.”

Swampfox Technologies Inc. is a Technology Partner in the Avaya DevConnect program, part of the Avaya Experience Builders network of Avaya experts, partners, developers, and customers. This unique global collaborative is exceptionally positioned to deliver the next-gen customer and employee experiences businesses need through the Avaya OneCloud AI-Powered Experience platform.  Partners in the DevConnect program develop, market, and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.  

As a Technology Partner, Swampfox Technologies Inc. can submit products to Avaya for compliance testing, where a team of DevConnect engineers develops a comprehensive test plan for each application to verify its Avaya compatibility. This enables customers to confidently add best-in-class capabilities to their network without replacing their existing infrastructure—helping speed the deployment of new applications and reduce network complexity and implementation costs.