Swampfox is in the process of building several applications for the Voice Portal market. Though these products will be largely feature complete, each will be extensively customizable to meet your particular business needs. As these products near completion, the availability of each will be announced here on the web site.

These applications will usually fall into two categories -- general purpose and vertical focused.

  • General Purpose Applications

    There is a class of application that seems common to many of the customers we have worked with over the years. Customers have typically had to settle for less than optimal solutions. Sometimes this meant building something quickly themselves that may have worked, but did not have the needed quality, scale, and/or features. Other times, this meant buying something that somewhat worked, but was priced for a different market, or needed a great deal of surrounding infrastructure just to get it to function as intended.

    Swampfox will leverage their knowledge of the platform to leverage Voice Portal's built-in capabilities to build a much more tailored solution. One that not only is easier for your IT staff to manage, but also easier for your purchasing department to fit in the budget.

  • Vertical Applications

    Swampfox is also targeting pre-packaged applications for select vertical industries. Stay tuned for more announcements as we get closer to releasing these to the market.

Projects we could build for you

Voice Portal is an exceptional platform with capabilities that other IVR platforms do not possess. If there is an application that you can conceive involving inbound, outbound, SMS, call classification, e-mail notification, call recording, conferencing, we can build it. Additionally, your company has an idea that it feels would be well suited to run on Avaya's Voice Portal and would like to partner with Swampfox in bringing this product to market, we welcome the opportunity to talk to you.

At its core, it is a CCXML platform, not just a VoiceXML platform. The difference is fundamental. VoiceXML was created for a very particular type of call flow. In this call flow, all sessions start as a result of an inbound call, and only the original caller can ever interact with the system (no way to do functional 'find me follow me' interactions), there is no way to support asynchronous events (interrupt a wait treatment to send the caller to an available agent) or do any kind of complex call or media control (take back and transfer, conferencing calling, call recording, answerless call routing, call progress/answering machine detection, etc.). If the platform supports the features, CCXML, together with VoiceXML, provide an elegant way to expose them to the application writer. Other platforms have had to resort to extending VoiceXML into a proprietary collection of platform-specific extensions.

Due to its flexibility, Voice Portal can be used to provide services that in the past had to be realized using custom dedicated solutions, if they could be realized at all. Swampfox is happy to help you with any and all of your application/deployment needs; however, here are a few projects that are of particular interest.

Voice Portal has within the MPP world-class call classification algorithms, those that typically can only be found in dedicated hard dialers. These have the ability to not only detect CO telephony call progress tones (for when these cannot be delivered by the carrier) but also human, answering machine, and end-of-greeting detection. Voice Portal provides a flexible web service model for initiating both VoiceXML and CCXML sessions, and allowing the application to know the result of the detection before the first prompt is played. Though some outbound applications can be built using purely VoiceXML techniques, more flexible applications require the application to leverage CCXML as well. Also, since the application logic resides on an application server, support for multi-channel notification (SMS, e-mail, video messaging, etc.) are easily integrated.

Some examples of outbound notification include:

  • Emergency notification services
  • Appointment reminder/re-scheduler
  • Bill notification and collection services
  • Prescription reminder services
  • Service/procedure follow-up survey

Since many outbound notification services need to allow the application to control what appears on the receiver's caller ID display, Voice Portal exposes this functionality to the application writer whenever the underlying telephony protocol supports it.

Many customers are discovering how Voice Portal can be used to triage incoming calls in an effort to reduce expensive switch and CTI resources. For example, many customers are terminating SIP trunks directly onto Voice Portal. Once on Voice Portal, depending on the number dialed, time of day, call center activity, ANI, etc., calls may be pre-screened by a self-service application. Calls that can be handled without the intervention of an agent translate into switch and call center savings. If an agent is needed and the wait time is high, the system can offer to call the user back; if the wait time is low, the user can be parked on Voice Portal until an agent is available. One advantage of the SIP protocol, which Voice Portal supports, is the ability for the application writer to not only perform more complex call transfers, such as a whisper transfer or take-back n' transfer, but to also include structured data (more than the 100+ bytes supported by UUI) with the call.

Voice Portal also supports Avaya's universal call ID generation, so if the call initially lands on Voice Portal, it can be configured to generate a unique UCID and pass it on to the call center (and CMS/IQ for reporting) when and if the call is transferred.

Other routing services include

  • Answerless call routing - CCXML allows an application to detect an incoming call, extract information about that call - ANI, DNIS, UUI information including UCID and in the case of SIP all of the message headers and body (routing info, etc.). This information can be used by an application to determine what to do with a call and then to re-route the call, for example, to the most appropriate call center facility or user endpoint. All of this can be done without ever going 'off hook' or interacting with the user.
  • Automated attendant - routing your inbound callers to the right destination through one or more questions.
  • Traditional IVR call routing

There are many scenarios where very complex call control is needed and many times the users of this service only have a home or cell phone.

  • Enhanced answering service automation - Would you like to augment, or replace, a traditional call answering service with one that can capture the message from the user, find the on-call expert (a doctor on call, for example) via page, SMS or home/cell phone; play the message and allow the expert to return the call? Do you need to protect the doctor's privacy by hiding his/her cell phone number? Do you want to record the call and save it for historical purposes? Do you want to allow the doctor on call to transfer the caller to nurse, or vice versa, after further discussions with the patient? Swampfox has experience building applications just like this.
  • PBX-like POTS phone - do you ever need to empower a remote worker, for example a temporary domain expert, who only has a POTS phone but needs many of the features of a PBX phone, such as conference, transfer, etc.? Voice Portal with CCXML+VoiceXML can do just that.

Outside of the United States, billing issues frequently need to be under more refined application control than is typically possible on a standard IVR platform. In much of the world, it's not the calling party that pays for the cost of a phone call but the called party. For many service cases, this can present a problem.

Voice Portal provides control of much of the telephony information and, as such, the application writer has the needed flexibility to answer, reject, and/or redirect calls based on telephony provided data or even user interaction. Much of this can be done without ever answering the call.

Consider the following service that has been realized with Voice Portal:

Accept the service before agreeing to pay - In Russia, there are telephony services that require a user acceptance (dtmf or verbal) before the remote party can begin charging the caller. However, Central Office billing is typically keyed off of the remote party 'answering' the phone. Voice Portal has the ability to answer the call before triggering the SS7 network to fully acknowledge the call and begin billing. This would never be possible in a traditional VoiceXML platform; however, we have the knowledge to build this on Avaya's Voice Portal.

Voice Portal 5.0 and Dialog Designer 5.0 now have native video capabilities. This was accomplished by adding support for various VoiceXML 3.0 tags and the inclusion of a SMIL interpreter inside the MPP. Interactive Voice and Video Response (IVVR) allows you to interact with the caller through audio and video. So now, if customers needs to see their concert seat, bouquet of flowers or home fixture before they buy, they can. Also, now there is no need to listen to a long list of menu choices, simply look at the screen. In addition, if someone is on hold for a customer service representative, now you can have a much more engaging wait treatment.

Swampfox developed and implemented the video capabilities of Voice Portal 5. We have written many video applications and have extensive experience with video authoring/effects tools. Though these services may only be possible in APAC and select areas in EMEA, if you are interested in Voice Portal's video capabilities, please contact us. We are also willing to educate your staff on how to write video applications. Please see our SERVICES page on training.

Voice Portal can play a key role in automating your business processes. Does your process call for an escalation or approval to occur, only to have a time-critical situation go unnoticed. Voice Portal could monitor an array of events and get that authorization for you. Responses, or the entire call, can be recorded. Escalation policies can be executed. Auditable, time-stamped records can be generated. Whatever process your business follows, whether it's based on a home-grown set of tools, or it leverages some of the industry toolsets, Voice Portal is flexible enough to fit right in and is powerful enough to give you capabilities you don't have today.