Info Icon

What It Is

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.

Info Icon

What It Does

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.

Info Icon

How it Helps You

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.

How Metaphor Engage delivers a seamless customer experience

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


  • Allows for flexible data access (XML, JSON, etc.) across any platform
  • Robust management, monitoring, and troubleshooting tools
  • Performance-based monitoring and exception processing (failover, scale-up/scale-down, etc.)
  • The platform supports end to end encryption to enable enhanced security.
  • Build business logic in self-contained, reusable chunks
  • High performance infrastructure for network and data access, dynamic business rules, multitasking
  • Adapters for handling every common data APIs


  • Transform your business to deliver a consistent, personalized and positive shopping and brand experience to every customer.
  • Unify your infrastructure and avoid costly launch delays, system replacements and vendor lock-ins.
  • Get unprecedented insights into customer behavior – improve satisfaction, increase sales, loyalty and lifetime value.
  • Build a robust and scalable environment while limiting additional software, IT and training costs.
  • Scale quickly and add more power with less effort and more impact.
  • Optimize each customer interaction and streamline your efforts and lower costs over time.
  • Unify your CRM, ERP, proprietary databases and more for real-time insight and faster decision making.
  • Get accurate, actionable business intelligence to continuously improve the customer journey. Refine cross-channel engagement for faster customer acquisition and improved retention, satisfaction and loyalty rates.
  • Increase efficiency: implement changes quickly while keeping IT staff focused on strategic tasks.

For more information about Metaphor Engage, contact us now.

Request Demo

Metaphor Engage In Action

Unprecedented Productivity Gains

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.

View Case Study

You might be interested in our other products...


Automate interactions for efficient and personalized customer self-service

Contact Center

Take customer service to new heights with the right tools at the right time


Motivate and empower your contact center workforce to achieve more

Recent Publications

Using Data to Predict Customer Intent

How Analytics Improve Contact Center Operations and Enable Proactive Customer Engagement   For a long time, the world of customer engagement relied on strategic guesswork. Lacking the technology to take advantage of behavioral data, customer service agents had to be content with reacting to customer concerns rather than proactively anticipating customer needs. Now, thanks to advancements in data...

Read More

Product News: USAN Contact Suite and Amazon Connect

The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges.   Businesses everywhere have utilized these new features in various ways. For example, some have created an...

Read More

How Amazon Connect Improves Agent Productivity

Want to Improve Agent Productivity? Adopt a Proactive Approach to Customer Service.   Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service.   When customers move from chat sessions or...

Read More