Contact
Seamless communication
With VIER ACD, you provide your customers with excellent service and enhance the productivity of your employees. Explore the possibilities offered by our cloud-based omnichannel ACD and elevate your customer service to a new level!
Forward calls
Seamlessly and intelligently redirect calls and messages to the appropriate employees.
Voice and non-voice
Process and automate both voice and non-voice communication.
Flexible & scalable
Take advantage of numerous features that provide you with complete flexibility and scalability.
Automatic Call Distribution
Cross-channel inbound reachable
Discover the numerous features of our cloud-based multichannel ACD:
AI-supported
Sentiment based routing
AI-based processes such as VIER's sentiment based routing complement the other rule-based routing criteria for the distribution of calls and emails. In the voice channel, for example, a bot recognizes the mood and intention of the callers based on an open question at the beginning of the conversation ("How can we assist you?") and forwards inquiries. Depending on the issue, this may be directed to employees, self-service, or a bot. This form of intent detection also works with incoming emails. The software, learning autonomously, identifies the intent of emails based on specific terms and keywords, distributing them to the correct employees.
The highlight: The solution is developed and trained specifically for each customer and their respective use case. In day-to-day operations, the software continues to learn.
Your benefits:
- Increased first resolution rate
- Relief for employees
- Comprehensive analysis of all recognized sentiments and intents
AI-based processes such as VIER's sentiment based routing complement the other rule-based routing criteria for the distribution of calls and emails. In the voice channel, for example, a bot recognizes the mood and intention of the callers based on an open question at the beginning of the conversation ("How can we assist you?") and forwards inquiries. Depending on the issue, this may be directed to employees, self-service, or a bot. This form of intent detection also works with incoming emails. The software, learning autonomously, identifies the intent of emails based on specific terms and keywords, distributing them to the correct employees.
The highlight: The solution is developed and trained specifically for each customer and their respective use case. In day-to-day operations, the software continues to learn.
Your benefits:
- Increased first resolution rate
- Relief for employees
- Comprehensive analysis of all recognized sentiments and intents
Your benefits
The solution for first-class customer service
High flexibility
VIER ACD offers highly flexible settings for voice and non-voice contact processing, various routing options, the setup for up to 9,999 employees, and more to tailor your customer service to your specific needs.
Cross-channel
Handle text-based inquiries such as faxes, SMS, chats, and more! The seamless integration of connectors links these inquiries to various data-leading systems such as Salesforce or MS Dynamics. Our cross-location, skill-based routing ensures effective communication with your customers.
Overview and transparency
Thanks to silent monitoring, recordings, and statistics in the online monitor, you stay in control. Automatic statistic updates and business intelligence features enable informed analyses for continuous improvements in customer service.
VIER ACD in numbers
Made & Hosted in Germany
VIER stands for "designed, made and operated in Germany". Our company and our products have received multiple awards in various categories for this.
ISO 27001 confirms our comprehensive information security management. "Software hosted in Germany" confirms that your data and the software used are – if desired – hosted exclusively in Germany and offers you additional security. As a manufacturer that carries this seal of approval, we have provided corresponding proof for the software products we have developed and for our company.
Since 2016, the "Trusted Cloud" label has signaled users the security and reliability of cloud services. Services and service providers demonstrate transparency, security, quality and legal compliance, including in the area of data protection. The label is awarded by the non-profit organisation Kompetenznetzwerk Trusted Cloud (KN TC), which is made up of representatives from associations, business and science.
VIER stands for "designed, made and operated in Germany". Our company and our products have received multiple awards in various categories for this.
ISO 27001 confirms our comprehensive information security management. "Software hosted in Germany" confirms that your data and the software used are – if desired – hosted exclusively in Germany and offers you additional security. As a manufacturer that carries this seal of approval, we have provided corresponding proof for the software products we have developed and for our company.
Since 2016, the "Trusted Cloud" label has signaled users the security and reliability of cloud services. Services and service providers demonstrate transparency, security, quality and legal compliance, including in the area of data protection. The label is awarded by the non-profit organisation Kompetenznetzwerk Trusted Cloud (KN TC), which is made up of representatives from associations, business and science.
VIER engage
Our ACD in action
Our multichannel ACD is utilized in VIER engage – the contact center software for inbound and outbound telephony, providing a complete solution from the German cloud.
Thanks to VIER's contact center software, everyone is taken care of: your customers can freely choose the communication channel, you have clear access to tailored reports, and your employees work with maximum efficiency through an intuitively operable interface. We offer you a complete solution from the German cloud that grows with your needs – and software that your employees will love. Making service enjoyable again.
Our multichannel ACD is utilized in VIER engage – the contact center software for inbound and outbound telephony, providing a complete solution from the German cloud.
Thanks to VIER's contact center software, everyone is taken care of: your customers can freely choose the communication channel, you have clear access to tailored reports, and your employees work with maximum efficiency through an intuitively operable interface. We offer you a complete solution from the German cloud that grows with your needs – and software that your employees will love. Making service enjoyable again.
For a better customer experience
VIER PRODUCTS at a glance
With our innovative products, we connect you with your customers and support you in all phases of interaction. In our holistic, platform-based product ecosystem, we create individual end-to-end solutions and orchestrate them for you along your value chain for a better and sustainable customer experience.
How can we help you today?
Tell us your goals and we will look at suitable solutions together. Simply contact us using the form and we will get back to you as soon as possible.
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