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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:
- why your customers call
- which wishes they have, as well as
- trends and current topics.
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:
- why your customers call
- which wishes they have, as well as
- trends and current topics.
You can train your staff more effectively, easily check compliance requirements and simplify quality management.
Possible analyses with VIER Interaction Analytics
Overview of the functions
The fully automatic analysis of language and text makes content quickly locatable, keywords evaluable and enables the visualisation of trends. The solution offers a wide range of applications: quality management, coaching and service provider control in the contact centre as well as adherence to compliance requirements on the telephone. Sales success is increased through an optimised customer approach. In addition, market potentials are revealed through trend and topic recognition.
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.
Speech analysis software
Possible use cases
Improve quality in the contact centre
With VIER Interaction Analytics, you can measure and improve KPIs and service quality in your contact centre. Our AI-based software analyses call recordings and presents analysis results clearly in a dashboard.
Automated recording of customer requests
With VIER Interaction Analytics, an AI-based solution for speech analysis, you can easily evaluate and manage customer contacts. The software makes content quickly findable, keywords analysable and enables the visualisation of trends.
Better coaching in the contact centre
With VIER Interaction Analytics you can reduce the effort and duration of coaching sessions and offer your employees better training. The clear dashboard shows you how successful your coaching is.
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
Coaching analysis tool
- List of the most important telephone calls at a glance
- Relevance factor based on own configuration
- Note function
- Extensive filter options
Case Studies
How our clients use VIER Interaction Analytics
Case Study exciting
The dialogue service provider exciting introduces VIER Interaction Analytics, a cloud-based software for innovative quality management.
Case Study T.D.M.
VIER Interaction Analytics helps T.D.M. increase employee loyalty and sustainably improve customer satisfaction.
Case Study mobile.de
At mobile.de, VIER Interaction Analytics is used to refine campaigns and improve sales at the same personnel costs.
Ihr ROI mit VIER Interaction Analytics
VIER Interaction Analytics
Speech analysis in action
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
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.
Technology-driven Customer Interaction
This is what you get
We make your contact-based business processes more efficient and the user experience measurably better. Whether in consulting, sales or processing: our intelligent software keeps your employees' backs free in customer contact.
Service orientation
VIER offers simple solutions for complex multichannel communication. We ensure that communication with companies and organisations is once again perceived as a genuine service.
Expertise
We are specialists in communication technology. VIER combines years of experience and in-depth knowledge. We understand your business processes and know the dynamics of the markets.
Technology
Our products assist your employees throughout the entire communication process. This begins before the greeting, continues through the dialogue and ends with the follow-up.
Integration
Our solution is optimally adapted to specialist areas of every industry and company size and is fully integrated. We accompany you personally, comprehensively and sustainably.
Data protection
Our technology stack for communication, task and dialogue processing is the only complete solution from Europe - secure data, German cloud and local contact persons included.
Up to date
The VIER research and development department is working today on the communication solutions of tomorrow. This way, our customers are always one step ahead of the competition.
How can we help you today?
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