Swampfox Enhances Callback Capability with First In Line 3.1

The contact center has changed a lot, to say the least, but the central element remains the same: people helping people. While the single channel call center gave way to the omnichannel customer experience center phone calls still play a pivotal role, and callbacks are an adept tool for over-delivering on expectations.

Swampfox announced First In Line (FIL) 3.1, building on prior releases by further augmenting Cisco (News - Alert) contact center solutions with robust callback functionality.

Upgrades and integrations include expanded Swampfox callback capability for Scheduled callbacks, ASAP, Customer First and Agent First via UCCE/Finesse integration. Finesse Agent Desktop integration delivering agents context with caller name and reason for the callback as well as any relevant callback details and automated messaging for voicemail.

Leveraging Artificial Intelligence and Machine Learning, First In Line predicts wait times with high precision, offering more efficient operations and improved customer experience. First In Line offers a digital interface on web and mobile where client routes customers to appropriate agent with contextual customer data.  

"Deeper, more robust integrations with Cisco contact center technologies is an important step for our organization, partners and clients," says Bob Cooper, CEO at Swampfox. "While our solutions have enhanced Cisco's contact center solutions for quite some time, with First In Line 3.1, we bring a complete packaged solution for managing callbacks and service levels that is lacking in native Cisco solutions."

What callback solution is in your contact center?

Edited by Maurice Nagle