Who Uses This Software?

Our solutions are scaled for call centers with 75 agents or more.


Average Ratings

1 Review
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • USAN
  • www.usan.com/
  • Founded 1989
  • United States

About Metaphor Contact Center

Metaphor Secure Contact Center delivers remarkable omni-channel customer experiences scross voice, email, text, social and web through a single, hosted software platform. The platform gives your agents the tools they need to have rewarding conversations with your customers across all channels. Experience increased First Contact Resolutions, decreased Average Contact Handle Times, and increased customer satisfaction.


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Metaphor Contact Center Features

  • Blended Call Center
  • Call Logging
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • IVR / Voice Recognition
  • Knowledge Base
  • Live Chat
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Premise-Based Call Center
  • Progressive Dialer
  • Quality Management
  • Queue Manager
  • Virtual Call Center

Metaphor Contact Center Reviews

Accelovance

Feb 26, 2015
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: The product is customizable. The workflow aspect reduces errors made by the contact center agents and allow for more focus on the person on the other end of the line than "clicking the right button." I had a solid relationship with the USAN team.

Cons: It has limitations to the basic needs/functions of a platform. We have had issues with the dial plan not working our favor and have had some negative impacts. However, that is under review.

Recommendations to other buyers: Review all options prior to making a decision. Have a clear understand of the limitations and make an informed assessment if your business can succeed with the limitations.