Swampfox Releases ICX 4.1, Empowered & Innovative CX Management for Enterprise Contact Centers
Swampfox Technologies, Inc. announced the availability of ICX 4.1, a new software release of its flagship Customer Experience Management solution. ICX (Intelligent Customer Experience) 4.1 furthers 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 recent years, 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,’ where 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. Fortunately for enterprises, with the Swampfox ICX 4.1 update, there is now another path forward.
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The 4.1 update of ICX gives agency back to the enterprise by focusing on three key areas:
- Enhancing Customer Experience
- Improving Operational Experience
- Building Better Business Results
“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.”
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From dynamic language settings to seamless integration with Avaya systems, this release supercharges organizations by unlocking the value of their existing tools and putting the spotlight back on delivering exceptional customer interactions and achieving business objectives.
“Comprehensive customer service doesn’t happen overnight,” said Hanson. “But when we empower our clients to focus on what they do best – delivering value to their customers, rather than fighting end-of-life notices, or trying to figure out how to migrate twenty years’ worth of automations to a new platform – what you’ll find is more time for the things that matter.”
