Metaphor IVR+

Advanced Interactive Voice Response.
Optimize your omnichannel mix with automated voice solutions.

What It Is

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.

What It Does

It lets callers decide how they want to interact with the system and gives administrators powerful tools for greater call visibility, optimization and control.

How It Helps You

Infinite automation possibilities promote customer self-service, while routing complex calls to live agents to improve service levels and cut operational costs.

How Metaphor IVR+ delivers a better customer experience

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.



Metaphor IVR+ Product Modules

Metaphor Survey

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

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.

Metaphor Speech

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

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

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

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.

Metaphor Solutions

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.

Recent Publications

USAN Provides Cutting Edge Outbound Dialing Solution to a Leading Automotive Manufacturer

Atlanta - June 22, 2022 USAN, a leading provider of cloud customer engagement solutions, announced the successful deployment for a top US automobile manufacturer of Contact Suite and Amazon Connect from Amazon Web Services (AWS) which includes support for Amazon Connect outbound campaigns. The rollout is significant because of the breadth of functionality delivered and...

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4 Contact Center Strategies to Combat Agent Attrition

Contact center turnover rates have historically been high. Couple that with the spike in attrition rates across the country (and the world), and the problem becomes even more serious.   What is causing the increasing agent churn? First is the U.S. job market, with rising job numbers and a decreased unemployment rate. These factors create more opportunities for agents...

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3 Technologies That Are Increasing Agent Engagement Post Call

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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