Contact
Full Time
Logistics
Reliable availability for shipping experts
Convince your clients, partners and end customers with reliable availability, transparency in all actions and a personal relationship.
Simplify processes, ensure accessibility
Cross-location accessibility of the service is an important benchmark for logistics companies operating throughout Germany or Europe. To streamline processes, simplify procedures, and enhance internal coordination, cloud-based call distribution is an ideal solution. Rely on the stability of the cloud ACD, its seamless operation, high usability, and a range of features that leave nothing to be desired.
Decreasing AHT and noticeable relief
Intelligent automation through VIER Smart Dialog and VIER Copilot reduces average handling time across various channels by up to 75 percent. The AI quickly recognizes customer inquiries, answers recurring questions itself, and forwards complex questions. Chatbots, voicebots, and email bots enable 24/7 accessibility without compromising quality!
AI-based assistance
With voice analytics, live transcription of spoken words, intent and keyword detection, you elevate your service to the next level. Consulting and sales of complex financial products are facilitated by AI-based assistance solutions from VIER. They provide relevant information and suggested responses, displaying them dynamically in changing client interfaces.
Collected and delivered
The right response from the right contact person
With the cloud-based, highly scalable VIER ACD including AI-based intent and keyword detection, your customers immediately reach the right contact person – via phone, email, chat, WhatsApp, or bot. Optimize the provision of information for standard questions through the AI-based assistance solution VIER Copilot: The solution provides relevant information and suggested responses during the conversation, displaying them dynamically in changing client interfaces. Tip: For fully automated processing, VIER Smart Dialog is available to you.
The right response from the right contact person
With the cloud-based, highly scalable VIER ACD including AI-based intent and keyword detection, your customers immediately reach the right contact person – via phone, email, chat, WhatsApp, or bot. Optimize the provision of information for standard questions through the AI-based assistance solution VIER Copilot: The solution provides relevant information and suggested responses during the conversation, displaying them dynamically in changing client interfaces. Tip: For fully automated processing, VIER Smart Dialog is available to you.
Connection to CRM and MS Teams
Handling calls and emails also involves integrating the respective CRM, such as SAP. In the VIER Unified Desktop, agents have all relevant customer information from the CRM readily available on the screen for call processing. This eliminates the otherwise cumbersome switching between systems. Status synchronization between ACD and MS Teams is also possible: Technologically, the VIER ACD communicates with MS Teams office telephony. If a service representative sees the Teams status of a colleague who is responsible for a particular issue, precise redirection is achieved.
Connection to CRM and MS Teams
Handling calls and emails also involves integrating the respective CRM, such as SAP. In the VIER Unified Desktop, agents have all relevant customer information from the CRM readily available on the screen for call processing. This eliminates the otherwise cumbersome switching between systems. Status synchronization between ACD and MS Teams is also possible: Technologically, the VIER ACD communicates with MS Teams office telephony. If a service representative sees the Teams status of a colleague who is responsible for a particular issue, precise redirection is achieved.
VIER Smart Dialog
Automatic telephone service without loss of quality
You can't answer telephone inquiries in person around the clock, but don't want to leave prospective customers without contact? Forget FAQs and chatbots that can only deal with known standard inquiries. With VIER Smart Dialog, the automation of a phone-based customer service reaches an unprecedented dimension and quality. This takes self-service to a whole new level!
By connecting ChatGPT with VIER CVG, your callers can talk to ChatGPT around the clock and receive professionally correct, qualified answers or support 24/7. In order to be able to provide your prospective customers with well-founded and qualified telephone support via the voicebot, you only need the prompts specialized for your use case. Formulating the appropriate prompts requires minimal effort - we are here to support you.
Your benefits:
- Reduced workload
- Decreased Average Handling Time (AHT)
- 24/7 availability
- Qualified self-service
You can't answer telephone inquiries in person around the clock, but don't want to leave prospective customers without contact? Forget FAQs and chatbots that can only deal with known standard inquiries. With VIER Smart Dialog, the automation of a phone-based customer service reaches an unprecedented dimension and quality. This takes self-service to a whole new level!
By connecting ChatGPT with VIER CVG, your callers can talk to ChatGPT around the clock and receive professionally correct, qualified answers or support 24/7. In order to be able to provide your prospective customers with well-founded and qualified telephone support via the voicebot, you only need the prompts specialized for your use case. Formulating the appropriate prompts requires minimal effort - we are here to support you.
Your benefits:
- Reduced workload
- Decreased Average Handling Time (AHT)
- 24/7 availability
- Qualified self-service
Voice of the Customer
Measure customer satisfaction automatically
With VIER Voice of the Customer for automated customer surveys over the phone or via email, you can assess the satisfaction of your customers directly after the customer interaction – neutrally and without any influence from staff! Utilize this knowledge to respond promptly to current developments. Automated surveys are more efficient than written surveys and increase participation rates at low costs, ranging from 15 to 90 cents.
Your benefits:
- Identify areas for improvement
- Verify Service Level Agreements (SLA)
- Recognize trends and developments
- Evaluate the success of training measures
With VIER Voice of the Customer for automated customer surveys over the phone or via email, you can assess the satisfaction of your customers directly after the customer interaction – neutrally and without any influence from staff! Utilize this knowledge to respond promptly to current developments. Automated surveys are more efficient than written surveys and increase participation rates at low costs, ranging from 15 to 90 cents.
Your benefits:
- Identify areas for improvement
- Verify Service Level Agreements (SLA)
- Recognize trends and developments
- Evaluate the success of training measures
You can count on this
Your benefits
Artificial intelligence
With VIER's AI-based solutions, you enhance the quality of customer engagement and increase employee satisfaction. Our solutions bring together and analyze data before, during and after contact. Through AI, you gain relevant insights and better understand interactions at every stage of the customer journey.
Comprehensive support
Your contact at VIER provides you with the optimal solution and ensures the best possible support for all your questions. Through the process steps of consult, design, build and integrate, we create the appropriate solution for your use cases and streamline your processes. At VIER, service and support are inclusided.
Personalized service
Customers seek more personalized communication and tailored offers. With VIER's Artificial Intelligence, customer data can be quickly analyzed to gain insights into their needs. The AI recognizes behavioral patterns and enables you to tailor the development of your financial products and offers accordingly. This enhances customer loyalty.
Hands-on experience
VIER in action
Case Study Deutsche Post DHL Group
The email processing of Deutsche Post DHL's dunning system has been significantly speeded up with the help of an NLU solution by VIER Cognesys, resulting in a noticeable reduction in staff workload.
Case Study Hellmann
Since spring 2016, VIER engage has ensured that around 20,000 calls a month can be answered on 26 different numbers by the current 60 case workers at ten locations!
Talk to our experts
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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