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Swampfox, Zappix Become Go-to-Market Partners

June 16, 2017

Swampfox will be helping Zappix bring its solutions to market through a new relationship the companies announced this week.

“We are excited to partner with Swampfox, and include a seamless integration between existing Avaya IVRs our Visual IVR,” said Zappix CEO and President Avner Schneur. “We built our mobile platform to give companies multiple communications paths that facilitate live agent interaction, voice and non-voice assistance and a variety of self-service options. The expertise of Swampfox provides businesses extensive experience in VoiceXML, CCXML (outbound, complex call control, call recording, conferencing, call redirection, etc.), SIP, video/IVVR and knows the internals of Experience Portal and Voice Portal better than any other integrator.”

Zappix offers a multi-channel smartphone solution and a visual IVR offering. The Zappix Visual IVR solution enables even non-technical users to build visual IVR apps in minutes. The resulting solutions enable organizations to provide their customers with a smartphone visual IVR that integrates with existing voice IVRs and contact center voice channels without the need to change existing infrastructure.

Swampfox provides Avaya solutions. It helps clients with concept definition and initial architecture, crisis intervention, implementation, initial application discovery and business validation testing, pilot and product rollouts, training, and upgrade and migration for older systems. Swampfox also created ICC Speech Access (now one-X Speech) for Avaya and much of the Avaya voice portal/experience portal platform. And Frost & Sullivan and Gartner Group have both recognized Avaya’s Experience Portal as a leading solution in the contact center industry.

In the second quarter issue of INTERNET TELEPHONY, Dialogic’s Jim Machi notes that customers understand and accept that, with IVRs, they may never interface with a live human to get their issue resolved. Rather, they will interact with a computer. Nonetheless, he notes, IVRs don’t have a great reputation, and many of them could benefit from an update.

“Knowing that customers are frustrated with, and even sometimes hate, the IVR system, many companies are using visual IVRs to enhance the IVR experience, especially for those using smartphones,” Machi writes. “Unlike traditional IVR, visual IVR displays a full set of menu options on a device’s screen. And it allows callers to quickly choose the path that is right for them.”

Edited by Alicia Young

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