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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
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...
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...
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...
