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Increase profitability and customer satisfaction by optimizing your contact center workforce.
Metaphor Workforce is a hosted Workforce Management solution that provides all you need to optimize staffing and customer service across your enterprise.
WFM provides tools to manage your staff, forecast demand, create schedules automatically, develop reports and improve your overall customer service operation.
Make a profound impact on all areas of customer service – from long-term planning and intraday management, to follow-up and performance management – with WFM.
A Workforce Management solution can have a profound impact on all areas of customer service – from long-term planning and intraday management to follow-up and performance management. Whether you are managing a contact center or the complete enterprise (including back-office, branches, and stores), Metaphor Workforce is the solution.
Metaphor Workforce enables your business to achieve continuous improvement in customer service, employee satisfaction, and operational excellence. Our WFM platform provides a solution for the vital processes involved in customer service including forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.
Workforce Management helped Allianz Animal Health lower attrition in their contact center by 15 percent. “The major force behind our improvements is forecasting. It’s very accurate. We use our resources more efficiently now: we have enough agents, the right skills when we need them, and we can avoid unnecessary overstaffing” said Guy Whittaker, Telephony Analyst at Animal Health.
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Orchestrate the customer journey across every channel, simply and automatically.
Automate interactions for efficient and personalized customer self-service.
Designing, architecting, migrating and integrating contact center applications on AWS.
The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade. These numbers are astounding. They’re also easy to misinterpret. As more companies...
High-performing contact centers appreciate the art of listening. The very best also practice the science of listening, and AI-enhanced speech analytics solutions can help. Put simply, speech analytics captures the voice of the customer and turns unstructured language into usable — and insightful — data. Speech analytics transforms agent-customer conversations into a rich transcript to categorize what was said...
Most contact center platforms include a set of features designed around highly specific engagement scenarios. Amazon Web Services (AWS), however, offers a much wider array of scalable, pay-as-you-go services. With self-service technologies such as Amazon Lex, Lambda integrations, and Polly text-to-speech capabilities — none of which requires multiyear contracts, paid plugins, or additional license fees...
