USAN, a provider of cloud-based multichannel customer engagement products and technologies, announced today the availability of its all-inclusive hosted contact center engagement solution. Metaphor Voice provides call centers of any size with a modular and expandable set of communications and engagement capabilities that can be deployed very quickly and scaled from smaller operations to highly customized enterprise implementations.
“We are excited to offer an alternative to traditional call center technologies that can keep up with change and drive the business forward,” said Steve Walton, USAN President and Chief Executive Officer. “With Metaphor Voice, organizations can feel confident in their ability to refine the system as their business needs change, without prohibitive costs and months of development and potential downtime.”
With the rapid pace of change in business today, smaller contact center systems struggle to scale and have functionality limitations. And while enterprise-scale contact center technology products are full featured and scalable, they are typically siloed from the rest of the business, expensive and difficult to deploy and manage.
Metaphor Voice offers an improved cloud contact center technology alternative for companies that don’t want to sacrifice flexibility, scalability, and functionality for affordability. Built for the cloud, Metaphor Voice offers a full spectrum of new and improved features in a single tenant, PCI compliant system.
Base features include everything a contact center needs to conduct inbound, outbound and blended customer interactions for any line of business in any industry segment. Metaphor Voice comes with an Automated Outbound Dialer for high volume outbound calling, an Automatic Call Distributor (ACD) for intelligent inbound call routing and an Interactive Voice Response (IVR) system for automated customer service.
The suite is managed by a Web portal for tweaking virtually any type of campaign parameter, from answer detection and disposition behaviors to dialing modes and connection ratios, call recording, agent monitoring, reporting and more. Metaphor Voice also includes an Agent Desktop interface for agent-to-customer interactions.
But what makes Metaphor Voice so unique and flexible is that it is powered by the Metaphor Customer Engagement (CE) platform. The Metaphor CE platform offers a built-in integration framework and adapters that can connect Metaphor Voice to almost any existing technology and database, including competitors’, so organizations can continue to leverage their existing investments. And with included process management capabilities and a flexible workflow designer, organizations can centralize and coordinate business processes that will improve agility and productivity. Companies can also design their own services, workflows and applications with the Metaphor CE platform’s developer tools.
For organizations that plan to expand beyond traditional channels to include mobile, social media and SMS, USAN will offer expansion modules powered by the Metaphor CE platform to enable true multichannel customer contact. USAN will also offer other pre-built modules for specialized needs like campaign management, collections and more.
“In the current digital environment, customer wants and business needs are often at odds. Our mission at USAN is to help companies better engage with their customers and deliver an amazing customer experience across all communication channels,” said Brent Farmer, Chief Strategy Officer at USAN. “Metaphor Voice provides call centers with a complete engagement foundation, including an integration framework, business process management and multichannel expansion that frees businesses to pursue their customer facing mission while simplifying and enhancing the ways people interact with them.”
USAN (usan.com) helps companies profitably engage customers and deliver amazing cross-channel experiences with the industry’s best cloud multi-channel customer engagement solution. From traditional telephone interactions to the web, social media and everything between, USAN’s portfolio of call center products gives users infinite flexibility in the way they engage customers across channels. In addition to campaign management, back-office integration, and business process automation, USAN’s offerings include a hosted IVR, ACD, and Dialer built upon a carrier-grade infrastructure that delivers “five nines” of availability and proven scalability.