Products Metaphor
Workflow Applications (Web, smartPhone, iPad, IVR)
Metaphor’s easy-to-use graphical modeling environment and App fabric allows for a collaborative approach to defining engagement processes and Apps including back-end system integrations, human interactions, workflow management and visual representation of business rules and screen flow. These graphical representations are then turned into executable services and rich user interfaces that exactly represent the engagement processes that were depicted, regardless of the targeted channel or device. This gives organizations unprecedented capabilities to quickly implement Apps and customer engagement initiativesacross any externally facing customer touch-point, device or inter-organizational point of contact (Agent and Loyalty centers).
Metaphor’s visual modeling allows business users to define and document business processes and workflows in exactly the way they think of them, and then Metaphor generates the necessary programmatic framework to make that process definition a reality and deliver it in real-time across all of your customer facing portals.
Capitalizing on Metaphor’s human-facing capabilities, the visual project modeling aspects of the system encompass 100% of the business process up to and through actual customer engagement. Users designing processes and workflows in Metaphor can define steps of processes requiring human interaction in much the same way that traditional BPM systems allow for steps that require system-to-system interaction – but, unlike traditional BPM, Metaphor then takes the human interaction definition, and automatically creates and drives the appropriate user interfaces across any channel of communication.
Metaphor lets users depict processes quickly and easily in a graphical environment, including all the human-facing aspects of any business process. Metaphor’s graphical tools include intuitive standard process steps as well as user-defined, custom steps.
The Metaphor App fabric and workflow applications create and deliver ‘smart’ Apps that understand and adapt to the contexts they are running in. Smart App contexts display customized information and generate dynamic interfaces in real-time based on the customer, the current activity, and the point of consumption (customer self serve, agent assist). This gives applications the ability to provide different levels of information and options to customers and prospects based on what you know about them and to dynamically apply partner and business rules based on what is driving a specific interaction from the perspective of a broader campaign or dialog.
Metaphor’s engagement workflows enable process design of complex human-to-human and human-to-system interactions across any channel or device. They are capable of describing all aspects of complex data collection, validations, and screen flow, including integration with back-end systems and external cloud-services, and then delivering those personalized interactions directly to the customer through whatever mode of communication they happen to be using. This means the process model is more complete, more accurate, and easier to manage than traditional enterprise systems that weren’t designed to directly interact with customers, allowing you to rapidly create, modify and deploy, sophisticated Apps, that can be consumed anywhere but are managed and maintained through a single unified implementation.
- Visual application designers
- Cross-channel delivery of created applications (web, smartphone, iPad, IVR, Loyalty center)
- Smart App contexts and customizations
- Easily extensible with custom capabilities
- Real-time publication
- Apps easily integrate with existing internal and external systems and cloud providers
- Apps easily support branding/co-branding, and customer personalization
- Integrated analytics give you insight in to how users are behaving
- Horizontally scalable and capable of amazing transactional loads
- Easily deploy existing apps to new channels