Metaphor Contact Center Overview

USAN's contact center services address the challenge of enhancing customer experience (CX) maturity. By offering cloud-based solutions, USAN enables businesses to elevate their contact center operations to a higher level of effectiveness. The platform focuses on categorizing and contextualizing customer interactions, ensuring that each engagement is purposeful and tailored to specific business needs. This results in improved customer satisfaction and loyalty. USAN's solutions are designed to integrate seamlessly with existing systems, providing a one-stop solution for businesses aiming to refine their customer service capabilities. Through strategic partnerships, USAN supports organizations in achieving their CX goals, making it a trusted partner in the contact center landscape.

Use Cases

Customers recommend Engagement Management, Sales Call Management, Contact List Management, as the business use cases that they have been most satisfied with while using Metaphor Contact Center.

Other use cases:

  • Customer Feedback Management
  • Workflow Management
  • Communication Management
  • Helpdesk Management
  • Campaign Management
  • Performance Management
  • Forecasting
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Business Priorities

Acquire Customers and Increase Sales & Revenue are the most popular business priorities that customers and associates have achieved using Metaphor Contact Center.

Other priorities:

  • Enhance Customer Relationships
  • Scale Best Practices
  • Improve ROI
  • Manage Risk
  • Improve Navigation
  • Improve Visibility
  • Increase Customer Life Time Value
  • Improve Internal Communications
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Metaphor Contact Center Use-Cases and Business Priorities: Customer Satisfaction Data

Metaphor Contact Center works with different mediums / channels such as Phone Calls. Review Sites. Amazon etc.

Metaphor Contact Center's features include Personalization, Calculator, Feedback Surveys, etc. and Metaphor Contact Center support capabilities include 24/7 Support, Phone Support, Email Support, etc. also Metaphor Contact Center analytics capabilities include Custom Reports, and Analytics.

Reviews

"...Metaphor Contact Center is an omni-channel contact center in the cloud that helps with profitability and customer satisfaction by optimizing your contact center workforce...." Peer review

Metaphor Contact Center, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Metaphor-contact-center solutions by USAN enhance CX maturity through innovative cloud-based services. Advanced technology and strategic insights drive customer experience excellence.

Popular Business Setting

for Metaphor Contact Center

Top Industries

  • Financial Services
  • Utilities
  • Retail

Popular in

Metaphor Contact Center is popular in Financial Services, Utilities, and Retail and is widely used by

Comprehensive Insights on Metaphor Contact Center Use Cases

Why is Metaphor Contact Center the best choice for Engagement Management?

How can Metaphor Contact Center enhance your Sales Call Management process?

How can Metaphor Contact Center optimize your Contact List Management Workflow?

How does Metaphor Contact Center address your Customer Feedback Management Challenges?

How does Metaphor Contact Center facilitate Workflow Management?

23+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Metaphor Contact Center solved their Contact Center Software needs. Cuspera uses 694 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Case Studies

Consumer Services

CASE STUDY OnCourse Home Solutions

OnCourse Home Solutions needed to upgrade its old contact center system. They wanted a flexible and scalable solution and chose Amazon Connect. USAN helped them move over 500 agents to the new system... in about 10 weeks. The migration was 25% more efficient than past projects. OnCourse now has better call quality and can test new ideas quickly. The new system helps them serve customers better and handle changes easily.

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Banking

CASE STUDY Global Banking Leader (a top 10 global bank)

A top 10 global bank worked with USAN to improve their self-service options. The bank wanted to make it easier for customers to use self-service and reduce the number of calls going to customer servi...ce. USAN introduced Visual IVR, letting customers use their phones to complete tasks through SMS and mobile web. This made the process faster and simpler for customers. Over three years, the bank saw IVR containment rates rise by 5-12% and saved millions of dollars. The new system made customers happier and helped the bank work more efficiently.

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Banking

CASE STUDY a top 10 global bank

A top 10 global bank wanted to improve its self-service options and customer satisfaction. The bank had high opt-out rates during IVR calls, especially when collecting complex information. USAN intro...duced Visual IVR, letting customers use a mobile web app to enter details easily. The bank used personalized and proactive outreach to help customers. This led to a 5-12% increase in IVR containment rates and saved millions of dollars.

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Financial Services

CASE STUDY Financial Services Institution

A large financial services institution had trouble matching customer phone numbers in their IVR system. This made it hard to identify and help customers quickly. USAN built a system that let customer...s update their phone numbers through the IVR. The system tracked calls and prompted updates when needed. After 18 months, the ANI match rate went up by 20%. The company saved money and made it easier for customers to use the IVR.

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Financial Services

CASE STUDY A global financial services firm

A global financial services firm needed to contact over one million employees in 24 hours for the world’s largest IPO. They had to meet strict US federal rules and prove every employee could buy shar...es. USAN built a custom IVR system and outbound dialer in just 45 days. The system reached all employees, let them buy or decline shares, and stopped calls once a choice was made. This helped the firm meet all rules and deadlines for the IPO.

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Financial Services

CASE STUDY American Honda Financial Corporation

American Honda Financial Corporation needed to move from a legacy contact center to a new system. They worked with USAN to migrate to Amazon Connect in just three months. The migration included 8 con...tact centers, 5 lines of business, and over 1,500 agents. USAN helped ensure there was no disruption to customer or dealer experience. The new system improved reporting, representative experience, and provided better analytics. AHFC can now keep improving customer and representative experiences quickly.

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Frequently Asked Questions(FAQ)

for Metaphor Contact Center

What is Metaphor Contact Center used for?

Metaphor Contact Center is a Contact Center Software mainly used by its customers to Acquire Customers and Increase Sales & Revenue by Engagement Management, Sales Call Management and Contact List Management .

What are the top features of Metaphor Contact Center?

Personalization, Calculator and Feedback surveys are some of the top features of Metaphor Contact Center.

Who uses Metaphor Contact Center?

Metaphor Contact Center is used by Financial Services, Utilities and Retail among other industries.

What are Metaphor Contact Center alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for Metaphor Contact Center.

Where is Metaphor Contact Center located?

Metaphor Contact Center is headquartered at Norcross, Georgia.
lightning

Peers used Metaphor Contact Center for engagement management and sales call management

Metaphor Contact Center Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Custom Reports

4.50/5 ★

Read Reviews (115)
Analytics

4.32/5 ★

Read Reviews (13)
CAPABILITIES RATINGS AND REVIEWS
Custom Reports

4.50/5 ★

Read Reviews (115)
Analytics

4.32/5 ★

Read Reviews (13)

Software Failure Risk Guidance

?

for Metaphor Contact Center

Overall Risk Meter

Low Medium High

Top Failure Risks for Metaphor Contact Center

USAN Profile

Company Name

USAN

Company Website

https://www.usan.com/

HQ Location

Norcross, Georgia

Employees

101-250

Social

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Financials

PRIVATE