Metaphor Voice, the all-inclusive, hosted contact centre engagement solution from USAN (News - Alert) is now available. The latest offering from USAN has been developed to deliver a modular and expandable range of communications and engagement capabilities to contact centers.
USAN is a leading provider of cloud multi-channel customer engagement solutions and services. In a statement, Steve Walton, USAN President and Chief Executive Officer, said, “We are excited to offer an alternative to traditional call center technologies that can keep up with change and drive the business forward. With Metaphor (News - Alert) Voice, organizations can feel confident in their ability to refine the system as their business needs change, without prohibitive costs and months of development and potential downtime.”
Scalability and functionality challenges are among the biggest challenges that smaller contact center systems face. Now with the availability of Metaphor Voice, customers can take advantage of an improved and cost-effective cloud contact center solution which does not impact flexibility, scalability, and functionality.
The solution’s base features have been designed to support inbound, outbound and blended customer interactions for customers across all business segments. While the Automated Outbound Dialer addresses high volume outbound calling, the Automatic Call Distributor (ACD) has been included to ensure intelligent inbound call routing; the Interactive Voice Response (IVR) system supports automated customer service.
Brent Farmer, Chief Strategy Officer at USAN, said, “In the current digital environment, customer wants and business needs are often at odds. Our mission at USAN is to help companies better engage with their customers and deliver an amazing customer experience across all communication channels. Metaphor Voice provides call centers with a complete engagement foundation, including an integration framework, business process management and multichannel expansion that frees businesses to pursue their customer facing mission while simplifying and enhancing the ways people interact with them.”
Based on the Metaphor Customer Engagement (CE) platform, Metaphor Voice is managed via a Web portal which enables tweaking of a variety of campaign parameters. The Metaphor CE platform comes with in-built integration structure and adapters for connecting Metaphor Voice to virtually any existing technology and database. Furthermore, the process management and flexible workflow designer capabilities of the solution make it easy for companies to easily coordinate business processes which gives productivity a boost.
Edited by Ryan Sartor