IVR

By using the IVR, you can prioritise certain concerns and topics (order acceptance, complaints, etc.). A maximum of ten selection items are available on the first menu levels. Your customers are routed separately to the appropriate staff members/groups based on group membership (e.g. gold, silver or VIP customers).

By using the IVR, it is possible for companies and service providers to share the processing, e.g. according to topics, effort/qualification, customer groups, etc. This reduces the training effort, among other things. This reduces the amount of training required for employees.

To further improve processing, query customer features such as contract number, customer number, transaction number, etc. before the call via the IVR. When connecting to the call centre, the caller telephone number is replaced by the queried number. Your local CTI software thus displays the matching record.

You can map any number of menu levels in the IVR speech dialogue system. Parallel operation of several selection/query menus is also possible. You can configure the IVR menu independently via your web account. You can easily define the menu levels, menu items, announcements, destinations, time control, etc. yourself.

You can also upload self-produced announcements or music files for greetings, menu announcements and queues via the Upload Manager.

The destination numbers of the voice response system are configurable: They can be location-independent destination numbers (e.g. extension, mobile phone, your local ACD head number), an announcement or a second menu level. Different routing modules are available for the targeted distribution of calls. The set-up is simple and can be done within 10 minutes.

To complete your overall service solution, we are happy to provide you with suitable service numbers - including national and international geographic numbers with IN functions, customer-friendly 0800 (national/int) as well as numbers from the ranges 0180.1 to 01805, 01806, 01807 etc. Ideally, your service number will be connected directly to VIER. If the service number is not to be ported or if you use local numbers, the numbers can be redirected to the ACD in the cloud or the local variant can be used.

The user interface of the IVR in VIER design is very user-friendly, offers an ergonomic menu structure for "short paths" and provides additional comfort functions. These include the possibility to create favourites and to customise tables, views and start settings. This way you only see the information that is really relevant to you. You can change the setting yourself at any time.

The online monitor provides current information about active calls as well as important key figures of the groups and service numbers. Important information such as service level or availability is reinforced by warning lights. Standard statistics for billing purposes are available online. With the automatic dispatch of statistics by e-mail, you are always up to date. Business intelligence functions and wallboards are also available.