Metaphor IVR+

USAN’s Omni-Channel IVR solution, Metaphor IVR+, goes far beyond traditional IVR systems to provide your customers with a more seamless experience. It integrates with customer touch points and critical back-office systems to support your omni-channel business strategy. Get a quick overview of its capabilities in this short video.

How Metaphor IVR+ delivers a better customer experience

Metaphor IVR + is a cloud-based Omni-channel 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.

How Metaphor IVR+ delivers a better customer experience

Key Capabilities

Better IVR Flexibility

Better IVR Flexibility

Metaphor IVR+ and its web management portal enables you to easily change menus, messages, notifications, and many other options.

Better IVR Intelligence

Better IVR Intelligence

Metaphor IVR+ offers flexible and customizable filters that allow myriad views of critical call data and recordings.

Better IVR Visibility

Better IVR Visibility

Metaphor IVR+ provides unprecedented visibility to call activity that enables greater visibility and smarter decision-making.

For more information about Metaphor IVR+, contact us now.

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 IVR+ In Action

An unconventional approach to Customer Authentication

When a global financial institution client noticed that customers were increasingly using mobile phones as their primary contact method, they discovered that traditional outbound methods of updating their information were costly and unproductive. Learn how USAN created a unique IVR solution that went beyond the basics to both solve the problem and cut operational costs.