Products Metaphor Components

Multi-Channel Portals

Metaphor presents workflow processes and standardized content from across enterprise and partner systems. Metaphor synchronizes key information and then reaches out to customers via voice, web, IVR, chat, social media and whatever comes next.

Maintaining satisfied customers requires the ability to ‘reach out’ and encourage the customer to ‘reach in’ across a multitude of channels, public internet or private extranet web systems, VoiceXML IVR systems, mobile, or social networking.  Typically, this requires the development of multiple interface portals as well as supporting databases and back-end systems. Metaphor reduces or eliminates the time and cost of creating these portals with capabilities such as:

• The ability to unify and present multiple workflow processes
• Standardized and combined data from across the company and its network
• Access to multiple communications channels such as voice, web, IVR, chat, media

Metaphor’s ability to create and seamlessly manage any number of user-facing portals allows for advanced composite applications capable of handling even the most complex business processes, while ensuring that no matter what mode of communication users need that they will get a consistent, accurate, appropriate, and rich interface in which to accomplish whatever task or process it is they need at that moment.

And, because Metaphor is producing the appropriate portal interface on-demand and in real-time, this drastically decreases the time-to-market for new processes and changes to existing processes. It also results in dramatic cost savings because there is virtually no effort required to represent the same core business process in multiple communication channels. Compared with the necessity of dedicated “front-end” development staff required in traditional BPM systems, Metaphor frees up technology teams to focus on delivering functionality, not user interfaces.

Metaphor’s approach to multichannel portals also means that operationalization and management of processes us much less complex and much less costly. Operations teams can focus on a single and holistic platform for hosting and exposing processes as opposed to the confusing and costly conglomeration of systems typically required from traditional BPM systems.

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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.