Products Metaphor Components

Voice / ACD Unification

Metaphor brings robust processes to the most common means of customer interaction: voice. Whether using Metaphor’s built-in voice capabilities or integrating with other industry solutions for call management (ACD, PBX, switch), customers can engage in rich interactions that provide high levels of satisfaction.

While customer interactions are branching out into more and more communication channels, business conducted over the phone is still the most prevalent means of communication. So, while companies must ensure that they provide the alternative means of communication that customers are demanding, they must also ensure that their voice interactions are reliable and of high quality.

Metaphor includes complete call processing functionality for both inbound, outbound, and purely automated interactions with everything expected in those arenas: skills-based routing, monitoring, recording, reporting, compliance management, etc. This gives companies ultimate flexibility to launch new voice initiatives without the added cost of bring in an additional technology platform.

In recognition that many companies already have extensive investments in voice systems, Metaphor also has the ability to integrate and interoperate with virtually any telephony system to provide a holistic approach to customer engagement across additional channels while leveraging these previous investments.

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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.