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The Problem

Your customers reach out to you anywhere anytime. They might check their bill online, place a service call with a live agent (or your IVR), and then track the status of the call from their tablet. When you can’t maintain that connection from channel to channel, staying fully aware of how your customers have engaged with you across them all, your costs of sales and service rise, and customer satisfaction shrinks.

The Answer

An omni-channel platform integrates all your existing channels. Your customers connect with you from them all—often to complete a single task, which makes all your channels operate as if they were a single channel. This decreases your costs and increases the level of self service you can provide. Most importantly, it reduces the steps and the frustration of doing business with you: and that makes customers happy.

And with the right platform, it’s very simple to do.

The Telecom Omni-channel

Metaphor Engage is that simple platform. It integrates your existing channels, systems, and processes (no rip and replace required). It also analyzes the data generated by those channels for smarter planning and forecasting. Fully hosted in the USAN Cloud, Metaphor Engage is implemented at the lowest cost, and without the demands on internal budget and resources of an on-premise system.

Metaphor Engage Features

Integrates communications channels

Deliver the information customers need, on the channel they want to use.

Works with your existing systems

Connect all your existing systems without updates, upgrades or replacement.

High performance infrastructure

Ensure uninterrupted network and data access, dynamic business rules, and multitasking under the heaviest loads.

Enhanced security

End-to-end encryption and regulatory compliance ensure you’re always fully secure and fully compliant.

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Metaphor Engage Contact Us

“The results have been remarkable. Metaphor has enabled true horizontal scalability in a 24×7 operating environment where we conduct tens of millions of transactions per day and meet over 99.99% service levels for our clients.”

Chief Information Officer Digital Marketing Company

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See What’s New In The Newsroom

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  March 18, 2019 – USAN, a provider of cloud-based customer engagement solutions, today announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect. These solutions, along with Visual IVR for Amazon Connect, comprise USAN Contact Suite, a set of pre-packaged solutions built by USAN to extend the power of Amazon...

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