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 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 owners become aware of their call center’s performance in real time.
Support is offered via phone and through an online knowledge base.
Jennifer from Jennifer Leigh Makeup
Employees number: 11-50 employees
The automation will allow your business to promote customer self-service while saving on operational costs. The downside to this is the lack of "real communication" between customer and company so make sure you have the type of business that would actually benefit from this. The natural language and speech recognition feature has been very helpful with our overseas clients.
Experienced issues during set-up phase re-routing calls to live agents / and Caller ID was not working on mobile devices. Customer support, however, rectified these problems within a week of set-up.