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Interaction Analytics

Optimise service and sales with our AI-powered speech and text analysis software. Gain valuable insights from the analysis of communication with your customers.

Automate and optimise with text and speech analysis

We analyse to understand

VIER Interaction Analytics examines every interaction, whether written or verbal, inbound or outbound, in service or sales. This optimises the dialogue, trains your employees and gives you valuable insights for automation and optimisation in your contact centre.  

 
The AI-supported speech and text analysis software by VIER offers numerous advantages on both the customer and employee side: you hear both what your customers want and how your employees make phone calls.  

 
VIER Interaction Analytics shows you:  

 

 
You can train your staff more effectively, easily check compliance requirements and simplify quality management.

VIER Interaction Analytics examines every interaction, whether written or verbal, inbound or outbound, in service or sales. This optimises the dialogue, trains your employees and gives you valuable insights for automation and optimisation in your contact centre.  

 
The AI-supported speech and text analysis software by VIER offers numerous advantages on both the customer and employee side: you hear both what your customers want and how your employees make phone calls.  

 
VIER Interaction Analytics shows you:  

 

 
You can train your staff more effectively, easily check compliance requirements and simplify quality management.

Your benefits

VIER Interaction Analytics

With VIER Interaction Analytics, an AI-based speech analysis solution, you can easily improve the quality of service in your contact centre. Actively use your call recordings and increase call quality and employee satisfaction, while simultaneously reducing the amount of coaching required.

Knowing customer needs

In every conversation, the customer tells us why they are calling, what their preferences are and what they want. Through automation with VIER Interaction Analytics, you can now easily display, analyse and evaluate these. Only the analysis of real customer dialogue brings to light the true indicators of trends in customer service. In addition to the evaluation of written communication (email, chat, social media), telephone calls get a clear and sustainable added value with the VIER analysis.

Increase profitability

With VIER Interaction Analytics, you can achieve more revenue per employee through a tailored customer approach. Thanks to our AI-supported software, the average handling time (AHT) can be reduced and the first fix rate increased. Overall, the quality of the conversation improves, which at the end of the day also increases the satisfaction of your customers.

Increase team satisfaction

The use of our language analysis software leads to less staff turnover through an objective and fair performance evaluation of employees. With the coaching analysis tool, you receive an analysis of all conversations of your employees' and can thus evaluate them more fairly. One click is enough and you will receive the appropriate training plan. In this way, you can improve your employees and at the same time feel that you are treating them fairly.


Interaction Analytics

Features of the software

Topic Recognition
  • Identify trends and themes over time  
    • Find changes quickly  
    • Recognize peculiarities at a glance  
    • Adapt customer approach
Phrase tracker
  • Which competitors are mentioned?  
    • Which handling of objections works?  
    • White- and blacklist for automatic detection of certain formulations  
    • Benchmarks across all agents
VIER Bildmarke - weißes Logo auf orangenem Hintergrund
Coaching analysis tool
  • List of the most important telephone calls at a glance  
    • Relevance factor based on own configuration  
    • Note function  
    • Extensive filter options

Ihr ROI mit VIER Interaction Analytics

Ihre Ersparnis mit VIER pro Jahr:
Für diese Anzahl an monatlichen Anrufen werden vermutlich weniger Agenten benötigt. Bitte korrigieren Sie die Eingabe - oder lassen Sie uns sprechen, wie wir Ihnen bei der Automatisierung von Anrufen helfen können.
101200

Download our brochure

VIER Interaction Analytics examines every interaction, whether written or verbal, inbound or outbound, in service or sales. Download the brochure now for free and learn more!

Download now

At the push of a button

All relevant information at a glance

For modern ACD systems, it is no problem to record almost all telephone conversations in a service centre by means of call recording. If these call recordings are evaluated manually to determine customer satisfaction, the time and financial effort is considerable: even a very experienced coach, trainer or team leader can only listen to and evaluate 35 to 40 call recordings per day. Service managers therefore usually have to make do with random samples that are evaluated according to fixed criteria. A lot of information is lost in the process. Moreover, these random samples only form a very reduced - and sometimes unfair - basis for the assessment of employees and coaching.  

 
An AI-based speech analysis such as VIER Interaction Analytics, on the other hand, is able to evaluate recordings of all conversations in a fraction of the time otherwise required. As a result, you receive daily updated information on Average Handling Time (AHT), First Call Resolution (FCR), target phrase fulfilment and employee friendliness at the push of a button. In addition, you can have all relevant information and KPIs clearly displayed in a dashboard.  

 
This is possible with Interaction Analytics:  

  • Definition of own relevant criteria  
  • Listing of conspicuous recordings  
  • Less preparation time for coaching  
  • Comparability of pecularities in the team or across teams  
  • Targeted detection of escalations  
  • Quick selection of "sample recordings" for training purposes

For modern ACD systems, it is no problem to record almost all telephone conversations in a service centre by means of call recording. If these call recordings are evaluated manually to determine customer satisfaction, the time and financial effort is considerable: even a very experienced coach, trainer or team leader can only listen to and evaluate 35 to 40 call recordings per day. Service managers therefore usually have to make do with random samples that are evaluated according to fixed criteria. A lot of information is lost in the process. Moreover, these random samples only form a very reduced - and sometimes unfair - basis for the assessment of employees and coaching.  

 
An AI-based speech analysis such as VIER Interaction Analytics, on the other hand, is able to evaluate recordings of all conversations in a fraction of the time otherwise required. As a result, you receive daily updated information on Average Handling Time (AHT), First Call Resolution (FCR), target phrase fulfilment and employee friendliness at the push of a button. In addition, you can have all relevant information and KPIs clearly displayed in a dashboard.  

 
This is possible with Interaction Analytics:  

  • Definition of own relevant criteria  
  • Listing of conspicuous recordings  
  • Less preparation time for coaching  
  • Comparability of pecularities in the team or across teams  
  • Targeted detection of escalations  
  • Quick selection of "sample recordings" for training purposes

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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