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Deliver a seamless customer experience across all channels.
Metaphor Engage is a unique customer engagement platform that integrates your service (web, SMS, social, phone) and backend channels to offer customers a seamless experience.
It leverages and integrates your existing technologies and communication channels. Once in place, it unifies data across all channels to consistently deliver personal and relevant customer interactions and improve service and satisfaction levels.
Customers want personalized interactions across all channels. Omnichannel infrastructure is attainable with Metaphor Engage. Its unique capabilities let you implement a solid and scalable infrastructure faster and with less risk.
A typical omnichannel ecosystem includes customer touch points, communications channels, departments and lines of business and the software systems they use to conduct business. Metaphor Engage eliminates silos, centralizes business processes, and synchronizes them to work together according to your specific business requirements
Within the first month of using USAN’s customer engagement platform, Certegy met or exceeded productivity and performance goals and significantly reduced cost-per-lead. Learn how USAN improved Certegy’s contact center platform for inbound & outbound call and email management, call flows, scripting, quality assurance and reporting.
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Automate interactions for efficient and personalized customer self-service
Take customer service to new heights with the right tools at the right time
Motivate and empower your contact center workforce to achieve more
Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...
Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. One thing still hasn’t been enough of a focus, though: agent engagement. But for contact centers...
When contact center agents are engaged, they can better help and satisfy customers. But it can be hard to figure out exactly how to consistently foster and cultivate agent engagement. One of the most powerful ways to do this is with technology. An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. The...
