Case Studies

EnBW is convinced that good customer experience needs good employee experience. Together with the ACD from VIER engage, this is how excellent customer service is created - since 2016!

With VIER engage, Microsoft Teams, SAP and callback management, the customer experience of Helvetia's customer service reaches a completely new level.

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%.

With the help of the NLU solution VIER Semantic Intelligence, the extensive processing of e-mail enquiries at IKK classic could be automated and optimised.

Flexibility, integration capability, client-based reporting and guaranteed data protection: VIER engage meets all HCL Technologies' requirements for a CC solution!

Alexander Marr, Workforce and Analytics Coordinator at congstar, explains the three essential advantages of the VIER solution in an interview.

New and innovative leadership development with language diagnostics by VIER Emotion Analytics for energy company RWE AG.

Automated quality control of communication with VIER Interaction Analytics and in partnership with Deutsche Telekom.

Whether for further training, project meetings, workshops or staff meetings: With VIER enrich, vitero has been conducting virtual conferences via telephone dial-in without any problems since 2011.

we.dify launches the pilot project we.listen with the help of the speech analytics software VIER Interaction Analytics and quickly achieves great successes.

Automatic call distribution and telephone customer surveys with VIER engage and VIER Voice of the Customer for CEWE.

At mobile.de, VIER Interaction Analytics is used to refine campaigns and improve sales at the same personnel costs.

Cross-location call distribution and automated processing of written requests for ADAC with VIER engage.

VIER sponsors the local service number and the in-routing for the regional GRC offer of a free contact telephone in Erkner, which is primarily aimed at senior citizens.

Haufe-Lexware optimises the quality and efficiency of its customer approach with VIER Interaction Analytics.

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!

Digitisation of customer service using a cloud-based complete solution for voice and non-voice processing with VIER engage.

Improved service quality through multichannel ACD and IVR for call pre-qualification as well as campaign management via Outbound Dialer for TeamBank.

Optimisation of customer contact in inbound and outbound, phone self-service and determination of customer satisfaction with VIER engage for rhenag.

Setting up a citizens' hotline for questions about COVID-19 in just three days with VIER engage for the state of Thüringen!

Finalising customer cases and carrying out outbound campaigns with VIER engage.

In a constantly changing business, VIER engage offers high flexibility, enables spontaneous routing adjustments and ensures service quality through automatic customer surveys.

With VIER engage, the IT service provider is always available to its customers by telephone and ensures its service quality through clear statistics and analyses.

VIER Interaction Analytics helps T.D.M. increase employee loyalty and sustainably improve customer satisfaction.

The dialogue service provider exciting introduces VIER Interaction Analytics, a cloud-based software for innovative quality management.

With VIER evolve automate, volders' customers benefit from faster responses to email requests with less effort for the service teams.

For Garten und Freizeit, VIER evolve assist creates more standardisation and better response times with dynamic action recommendations.