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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.
Read the Datasheet.
A top 5 U.S. bank wanted a better way to detect and prevent fraud across their multiple credit card portfolios beyond their existing tools and technology. Because there was no centralized system in play, researching accounts was slow and required that they manually re-enter information across multiple systems.
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Orchestrate the customer journey across every channel, simply and automatically.
Improve the customer self-service experience with mobile web and SMS interactions.
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