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Usan Releases Metaphor Voice Hosted Contact Center Suite
Dialer, ACD, and IVR are included in the product offering.
Posted Sep 18, 2013
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Usan, a provider of cloud-based multichannel customer engagement products and technologies, today released Metaphor Voice, its all-inclusive hosted contact center engagement solution.

Metaphor Voice offers new and improved features in a single-tenant, PCI-compliant system. Base features include 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.

Metaphor Voice is powered by the Metaphor Customer Engagement (CE) platform, which offers a built-in integration framework and adapters that can connect Metaphor Voice to almost any existing technology and database, including competitors'. It also offers process management capabilities and a flexible workflow designer. 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 text messaging, Usan will offer expansion modules powered by the Metaphor CE platform. Usan will also offer other pre-built modules for specialized needs like campaign management, collections, and more.

"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's president and CEO, in a statement. "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."

"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, in a statement. "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."


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