Successful partnership: VIER and INEXSO optimize e-mail processing in the contact center

By partnering with the specialist INEXSO, VIER is adding a processing solution for text-based communication to its AI-supported contact center software. Following a successful joint pilot project in 2023, a comprehensive partner agreement has now been concluded between VIER and INEXSO.

“INEXSO's email management system integrates fully and seamlessly into our existing solution and complements it perfectly,” explains VIER Technology Partner Manager Sebastian Teetz: ”It provides meaningful reports. Macro functions simplify regularly recurring processing sequences. The use of semantic and AI-based analyses further improves email processing.” Another important feature of the full integration is the cross-channel routing, which recognizes incoming emails in real time and delivers them to the right employees. Companies also benefit from the holistic view of customer interaction. Thanks to the seamless integration of INEXSO's contact history into the VIER interface, employees can view all relevant information about a contact directly without having to leave the application. Dashboards display the relevant KPIs and provide an overview of the service successes achieved. The joint solution is being used successfully by the energy supplier EWV, Stolberg, among others. Thanks to the seamless integration of INEXSO into the VIER Professional Client, incoming emails are comprehensively analyzed and processed automatically or even fully automatically. Increased efficiency in e-mail processing and shorter processing times are a result of the integration's high usability and extensive range of functions.

VIER CEO Rainer Holler comments on the successful combination of the two companies: “Based on the VIER Contact Technology platform, we have built an ecosystem with partners that benefits all customers. With INEXSO, we have a reliable partner as part of our offering!” INEXSO is managed by the two Managing Directors Stefan Schulte and Michael Terschüren. INEXSO Managing Director Stefan Schulte adds: “Like VIER, we have more than 20 years of experience in the customer dialog business in the DACH region. We are delighted to have an innovative partner for this market in VIER!”