Swampfox Launches First In Line 3.1

Swampfox Technologies today released First In Line (FIL) 3.1, the latest version of its callback solution for multiple Cisco contact center solutions.

With FIL 3.1, Swampfox has extended its callback solution to support the leading enterprise contact centers from Cisco, including Cisco Unified Contact Center Enterprise (UCCE) 12.5, Cisco Cisco Unified Customer Voice Portal (CVP) 12.5, Cisco Call Manager 12.5 - Cisco Unified Call Manager (UCM) 12.5, Cisco Packaged Contact Center Enterprise (PCCE) 12.5, Cisco Finesse 12.5, Cisco Virtualized Voice Browser 12.0, and Cisco Voice Gateway ISR 4351.

"Deeper, more robust integrations with Cisco contact center technologies is an important step for our organization, partners and clients," said Bob Cooper, CEO of Swampfox, in a statement. "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."

Swampfox First In Line 3.1 includes the following updates:

  • Cisco integration for UCCE/Finesse;
  • Finesse Agent Desktop Integration;
  • Predictive Customer Wait Time;
  • Web Mobile Client Updates;
  • Skill and Precision Queueing; and
  • Text (SMS) and Outlook Calendar Reminders.

"First In Line 3.1 is a clear message that ensuring our solutions are built for the various Cisco contact center platforms is important to Swampfox," Cooper said. "The bottom-line is that our solutions make Cisco-based contact centers more effective and enable a higher level of customer experience. We don't compete with Cisco, we enable Cisco clients to get more from their investment through our customer experience solutions."