Today’s IVRs are advanced systems with numerous features and capabilities. Learn which are right for you. Download this eBook and begin transforming business processes, increasing revenues, lowering costs and changing customer perceptions. View White Paper
USAN’s Omni-Channel IVR solution, Metaphor IVR+, goes far beyond traditional IVR systems to provide your customers with a more seamless experience. It integrates with customer touch points and critical back-office systems to support your omni-channel business strategy. Get a quick overview of its capabilities in this short video.
How Metaphor IVR+ delivers a better customer experience
Metaphor IVR + is a cloud-based Omni-channel IVR solution that offers highly personalized voice, touch, text and other interaction options. When integrated with other channels in your omni-channel infrastructure, IVR+ is aware of every step in the customer’s journey and ensures a seamless experience.
Better IVR Flexibility
Metaphor IVR+ and its web management portal enables you to easily change menus, messages, notifications, and many other options.
Better IVR Intelligence
Metaphor IVR+ offers flexible and customizable filters that allow myriad views of critical call data and recordings.
Better IVR Visibility
Metaphor IVR+ provides unprecedented visibility to call activity that enables greater visibility and smarter decision-making.
Metaphor IVR+ Product Modules
The Metaphor Survey module lets incoming callers opt-in to participate in an IVR survey conducted at the end of the call. The data helps users optimize future calls and improve service levels.
Metaphor Listen records call audio and zooms in on any point to listen and evaluate the caller’s responses. Users can identify drop-off points or response patterns and extract this data to further optimize call flows.
Often described as “say anything”, Natural Language speech recognition is an advanced voice recognition tool that analyzes the caller’s spoken responses. Metaphor Speech identifies and routes calls based on the caller’s choice of words and phrases, allowing him to resolve issues without waiting.
Metaphor Vision is an advanced post-call analytics and troubleshooting tool. Vision zeroes in on specific calls to identify and resolve issues such as routing rules, speech recognition and integrations. Users can then export the data for easy viewing and sharing.
Metaphor Fraud Protection
Metaphor Fraud Protection is an application that can detect, track and report on potential fraudulent activity in IVR transactions. Users can define rules specific to their environment that, when breached, can identify fraudulent behavior and prevent these transactions from occurring.
An unconventional approach to Customer Authentication
When a global financial institution client noticed that customers were increasingly using mobile phones as their primary contact method, they discovered that traditional outbound methods of updating their information were costly and unproductive. Learn how USAN created a unique IVR solution that went beyond the basics to both solve the problem and cut operational costs.