Features

With the dashboards, you can configure individual compilations of metrics and KPIs that give you a quick overview of individual aspects of quality management. Keep an eye on whether your agents are acting confidently for instance, or whether there are escalations.

Your clients call you for a variety of reasons. Do you know all these reasons and the underlying issues or are there "hidden messages"? Can you tell how many calls are made to the individual topics? The VIER theme recognition answers these questions.

A graphical and web-based user interface for speech analysis. Create your own rules and subsequent actions. This can be, for example, an e-mail as an escalation alarm or automatic marking with indications of compliance topics, taboo words or up- and cross-selling attempts.

The Coaching Analysis Tool reduces your preparation time for targeted training. Looking at the context of a dashboard, it shows you the conversations of your agents that need special attention because they are very different from the mass of conversations.

VIER allows you to quickly find your phone calls using your criteria and various filters. Select a time period and a search term and you will receive the relevant call recordings at the touch of a button.

Each voice recording can be played back directly on the VIER platform and easily shared with colleagues or clients. In addition to the classic control elements ("Play" or "Pause"), information about the content, such as speaker changes, pauses in the conversation, individual sections, keywords searched for, etc. are displayed graphically.

VIER measures the times when people are not talking and makes them visible. In this way, breaks in conversation are identified as a quality indicator and analysed per staff member, for example.

It is possible to be notified of critical keywords. In this way, the need for action can be recognised immediately and errors can be reduced in the future. Also, if the use of certain keywords per time unit becomes conspicuous, this feature is a good tool to counteract.

"Welcome", "Thank you for calling", "Do you already know our current offer xy" - these phrases should be standard in your staff's conversations with customers. VIER tells you whether, how often and by whom the standards are met.

"Problem", "have to", "stupid" - one or two words may slip out, but they should remain an exception. You can find out whether your employees adhere to this by evaluating the taboo words you have defined.

Each voice file can be marked with any number of tags - i.e. keywords. Define your own categories to quickly display thematically related recordings.

The duration of the conversation is measured. This measurement can be used to identify contact drivers, agree on goodwill rules and clarify escalation levels.