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Interactive Softworks Further Enhances Customer Engagement Solutions with Metaphor 3.0

Latest release strengthens Metaphor’s direct, personalized multi-channel engagement capabilities

Leesburg, Va., March 23, 2010

Interactive Softworks, a developer of software solutions that provide smarter customer interactions, announced today Metaphor 3.0, the latest version of the company’s software suite that enables users to design, launch and manage customer acquisition, service and retention campaigns, social media initiatives and more. Metaphor allows business process outsourcers, customer service departments, financial services organizations and government agencies to improve the customer experience by combining data from across the company to deliver personalized messages either directly, or through affiliate partners via individualized channels.

Today’s customer expects to do business directly with his or her service provider any time through the web, Smartphone, or a multitude of other communications channels. Out of the box, Metaphor is designed to resolve the problem of integrating and synchronizing large amounts of data –without the need for extensive IT involvement – across multiple media channels. And, as new media channels continue to emerge, Metaphor is the only solution that allows the rapid integration of new media into an organization’s networked business system through cost effective media adapters.

With the ability to rapidly build and implement timely campaigns across multiple channels, Metaphor enables businesses to increase revenues, expand the customer base and decrease operating costs. Metaphor also makes it possible for companies to acquire more new customers, reduce customer frustration and improve brand loyalty.  

Metaphor 3.0’s subscription-based software licensing model provides the flexibility to let companies choose on-premise, Software-as-a-Service/Platform-as-a-Service (Saas/PaaS) or hybrid delivery. This enables companies to react to market changes quickly and efficiently, while also lowering their risk and allowing them to manage systems and data in a way that makes the most sense for their specific requirements. Additionally, with simple consumption-driven pricing models, Metaphor customers only pay for exactly what they need and can easily flex their licensing up or down as business needs change. 

Key enhancements of Metaphor 3.0 include:

• Multi-channel Engagement – Ability to rapidly design and execute customer engagement initiatives, including sophisticated customer portals, that encompass the web, IVR/VXML, SMS, email, instant messaging and social media from directly within a business process workflow;
• Quick Start – Easy-to-use templates that enable organizations to get initiatives up and running quickly;
• Social Project Collaboration – Role-based project community for designing and launching initiatives, including familiar social tools such as blogging, tagging and issue tracking;
• Immediate Visibility – Real-time system and process usage analytics data across all media channels;
• Rapid Deployment – One-click automated publication that enables changes to be made to processes in real time, resulting in zero downtime;
• Reusable Frameworks – Frameworks for common tasks help speed implementation and reuse.

“In today’s world of 24/7 customer service, people want to communicate with businesses on their own terms,” said Brenton Farmer, CEO and co-founder of Interactive Softworks. “We’re constantly looking to the future of how businesses need to engage with people, and Metaphor 3.0 gives our customers even more capabilities to provide a consistent, personalized customer experience in the most flexible and cost-effective way possible.”

About Interactive Softworks

Interactive Softworks improves the way organizations engage customers by synchronizing critical real-time data with back-end processes and driving individualized customer interactions across multiple communication channels (voice, Web, IVR, chat and social media). Interactive's solutions represent the next step in Business Process Management (BPM) and Customer Relationship Management (CRM) systems, enabling smarter and more consistent customer experiences that leverage partner and market-driven opportunities. Today, Interactive Softworks optimizes business performance and delivers successful customer acquisition, loyalty and retention campaigns for innovative Fortune 500 companies.  For more information, visit contact Interactive Softworks or call 703-669-2800.

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Key Resources

• A New Model for Customer EngagementLearn about the 6 steps every company needs to take for effective customer engagement.
• Customer Success StatisticsHow effective engagement helps you get and keep more customers.
• Special Technology Initiative?Tell us more about your project.