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VIER
Engage
VIER TURNS COMMUNICATION INTO SERVICE
To be able to offer your customers perfect service and individual sales, you need a solution that combines all channels - and is also flexible and scalable. A solution that covers the requirements of your contact center as well as the wishes of your target groups.
Thanks to the Contact Center Software from VIER, everyone has been thought of: Your customers are free to choose their communication channel, you have clear access to customized reports, and your employees work as effectively as possible with an intuitive user interface. We offer you a complete solution from the German cloud that grows with your needs - and software that your employees will love. So that service is fun again.
With the cloud-based VIER engage Multichannel ACD, you can implement cross-location, skill-based telephone service in your contact center. In addition to voice, you can also automate the delivery of other, e.g. written, contact requests in the non-voice option.
To be able to offer your customers perfect service and individual sales, you need a solution that combines all channels - and is also flexible and scalable. A solution that covers the requirements of your contact center as well as the wishes of your target groups.
Thanks to the Contact Center Software from VIER, everyone has been thought of: Your customers are free to choose their communication channel, you have clear access to customized reports, and your employees work as effectively as possible with an intuitive user interface. We offer you a complete solution from the German cloud that grows with your needs - and software that your employees will love. So that service is fun again.
With the cloud-based VIER engage Multichannel ACD, you can implement cross-location, skill-based telephone service in your contact center. In addition to voice, you can also automate the delivery of other, e.g. written, contact requests in the non-voice option.
Three options, one promise
We offer our software in 3 different license packages:
Entry level plan for incoming calls
Full-featured voice solution for small and medium-sized contact centers from the German cloud. You benefit from extensive routing and prioritization options.
VIER engage Business
The solution for telephone-based customer experience:
- Distribution of calls (ACD) across different locations.
- Extensive routing options such as last /preferred/geo agent
- Prioritization options in a comprehensive queue
- IVR with web-based callflow designer
- Numerous statistics functions
- VoIP softphone
- Service Desk 24/7
Solution for inbound and outbound
Ideal for medium and larger contact centers in inbound and outbound, quality management included. Take advantage of the extended function portfolio and access to our AI solutions from VIER evolve.
VIER engage Professional
In addition to VIER engage Business the following functionalities:
- Outbound Dialer and Messenger
- XPath- and filter-based routing
- Various reporting options
- Voice and screen recording
- Silent monitoring
- Callback management
- Unified Desktop: all channels
- Conversation guide
- Access to AI solutions from VIER evolve
- Personal team
Omnichannel solution
Unite all communication channels at all locations! For sophisticated and large contact centers that want to offer an omni-channel customer experience.
VIER engage Enterprise
In addition to VIER engage Professional the following functionalities:
- Omnichannel Routing
- Universal omnichannel queue
- Email, WhatsApp and chat incl. automatic classification
- Process distribution
- Connection of third-party systems via web-based interfaces (REST API, SOAP)
- Unified Desktop: all channels and third-party systems connectable
- Personal support
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.
Technical integration
technische Integration Engage - EN
A fully integrated and intelligent connection to third-party systems is more important than ever. We use information from your customer systems to recognize the request, understand the importance of a contact, identify suitable agents, make routing decisions and provide an optimal processing screen. For this purpose, we either extract data from different surrounding systems via WEB-APIs and provide them centrally in our Unified Desktop or integrate our client seamlessly into the interface of your CRM/ERP software. So whether you want to use our interface or that of your CRM provider, we reliably integrate into the following systems, for example, for fast and high-quality service contact:
- SAP
- Salesforce
- Hubspot
- Microsoft Dynamics
- Microsoft Teams
- Sabio
- ...
technische Integration Engage - EN
A fully integrated and intelligent connection to third-party systems is more important than ever. We use information from your customer systems to recognize the request, understand the importance of a contact, identify suitable agents, make routing decisions and provide an optimal processing screen. For this purpose, we either extract data from different surrounding systems via WEB-APIs and provide them centrally in our Unified Desktop or integrate our client seamlessly into the interface of your CRM/ERP software. So whether you want to use our interface or that of your CRM provider, we reliably integrate into the following systems, for example, for fast and high-quality service contact:
- SAP
- Salesforce
- Hubspot
- Microsoft Dynamics
- Microsoft Teams
- Sabio
- ...
Overview features
VIER engage in figures
How customers use VIER engage
Case study gkk Dialog
With the VIER ACD, up to 4,500 agents were able to handle telephone enquiries simultaneously within the framework of the Corona vaccination hotline and ensure an accessibility of over 95%.
Case Study HCL
Flexibility, integration capability, client-based reporting and guaranteed data protection: VIER engage meets all HCL Technologies' requirements for a CC solution!
Case Study TeamBank
Improved service quality through multichannel ACD and IVR for call pre-qualification as well as campaign management via Outbound Dialer for TeamBank.
Your benefits
WORLDWIDE APPLICABLE, AT HOME IN GERMANY.
As the first German provider of a cloud ACD, we have more than 25 years of project experience with over 1,000 companies. In addition, we are the only European provider to offer an end-to-end solution - from receiving your customer contacts in our own data centers with our own hardware to the software at your employees' workstations.
ONE QUEUE FOR ALL CHANNELS.
Our software can determine the priority of your customer concerns across all communication channels. All the contents of a message are used to classify and prioritize a contact. With the connection of third-party systems, additional data from other sources can also be used to determine the urgency of a concern.
Customizable interface.
Intuitive and user-friendly for everyone: Users find their way around easily and identify with the software in no time thanks to the customizable interface - a unified desktop worthy of the name. Easy to use and open in terms of integration, operation and design based on your own corporate identity.
Want to try VIER engage?
Do you want to further develop your company with the contact center software VIER engage? We would be happy to determine your personal needs in a non-binding consultation appointment. Contact us now via our contact form.
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