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Advanced Interactive Voice Response. Optimize your omnichannel mix with automated voice solutions.
Metaphor IVR+ is an automated platform that offers callers highly personalized voice, touch, text and other interaction options and optimizes calls to adapt to their needs.
It lets callers decide how they want to interact with the system and gives administrators powerful tools for greater call visibility, optimization and control.
Infinite automation possibilities promote customer self-service, while routing complex calls to live agents to improve service levels and cut operational costs.
Metaphor IVR + is a cloud-based omnichannel 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.
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 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.
Metaphor Velocity tracks IVR and other channel interaction history to better predict caller intent. Using advanced machine learning techniques, Velocity models historical data to create a proactive, personalized customer journey.
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Metaphor Solutions is a complete, hosted contact center platform.Metaphor Solutions is secure, has flexible deployment options, and can scale up and down as needed.
Increase profitability and customer satisfaction with hosted contact center applications
Deliver a seamless customer experience across all channels.
Optimize your omnichannel mix with automated voice solutions.
Increase profitability and customer satisfaction by optimizing your contact center workforce.
Reduce risk and limit PCI scope by moving payment transactions outside of the data center.
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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...
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