Metaphor IVR+ is a cloud-based interactive voice response (IVR) solution that helps users automate their customer service process. The software integrates with communication channels in users’ company infrastructure, such as voice, web, smartphone, IVR, social media and chat.
The IVR capability of the software is automated to provide personalized interactions with users. With the help of visual IVR functionality, users can design customized menus for customers to choose from during their calls. This functionality works with all call delivery options, including smartphone, tablet, phone and web.
Metaphor IVR+ features adaptive caller ID and routing with Automated Number Identification (ANI) functionality, which automatically authenticates customer credentials and matches them against customer details to pull customer records. The information in these records can be used by agents during their calls.
The Metaphor Vision module allows users to perform post call customer satisfaction analysis, which helps users become aware of their call center’s performance in real time.