Swampfox Announces New Intelligent Customer Experience Update, Furthers 'Innovate in Place' Initiative

Do you have all the elements in your organization that – when properly collected and leveraged – could provide customers with a truly stellar experience? Unfortunately today (for many companies), these elements are disparate, inconsistent, disconnected and not particularly usable.

And so, Swampfox Technologies, Inc. announced the availability of ICX 4.1, a new software release for its flagship Customer Experience Management solution. ICX (Intelligent Customer Experience) 4.1 aims to further the organizational commitment to "Innovate in Place," a contact center transformation strategy focused on modernizing and innovating "by harnessing the intelligence, wisdom, data and processes contained within enterprise on-premise, cloud or hybrid contact center solutions."

In its announcement, Swampfox noted that enterprises have been pressed on all sides by adverse market conditions, shifting customer expectations around service delivery and, most importantly, evolutions in the technologies contact centers are built on such as cloud and AI. Too many organizations are facing what they perceive to be the “moment of truth” in which they must decide whether to continue with custom-built, legacy solutions nearing end of life, or rebuild from the ground up with new pieces (and hope that their customers will bear with them during the disruption.)

Swampfox has provided the ICX 4.1 update as an alternative path forward. The new release was built "to enhance the customer experience, improving the operational experience and building better business results," according to the company. From dynamic language settings to seamless integration with Avaya systems, the new release was designed to help enterprise customers unlock the value of their existing tools and put the spotlight back on delivering exceptional customer interactions and achieving business objectives.

"Throughout the development of this release, we took a long, hard look at where our customers were being hit the hardest," said Tom Hanson, Vice President of Product and Marketing. "ICX 4.1 enables businesses to enhance their customer interactions, streamline their operations, and achieve better business results, without needing extensive overhauls or new implementations."