ACD

In the ACD you can set up to 9,999 agents, any number of groups and mailboxes. Agents can work for several numbers, several groups, at different locations at the same time. Take advantage of the highly flexible settings: fixed or dynamic queues, fixed or flexible follow-up times, standard and special overflow regulations, whispering announcements, automatic forced log-off, ringing times, announcements and music collections for overflow, intro, greeting and much more.

Distribute and process written requests such as faxes, SMS, voice messages, letters, chats, WhatsApp messages as well as transactions or work items such as invoices, orders etc. from other data-carrying systems like Salesforce, MS Dynamics etc. You simply connect these via our suitable connectors. Distribution takes place across locations, skill-based, prioritised and with holistic reporting. This allows you to determine the current processing status at any time.

Define your routings according to your needs and possibilities. You can change the callflow yourself at any time. You can use various criteria for routing. These include longest idle; daytime/business hours; origin; percent; VIP routing; preferred agent/group, last agent/group; graduated prioritisations within a group; individual conditions via XML or http request interface. Use IVR Interactive Voice Response for caller pre-qualification and distribute callers in a targeted manner.

Outbound calls are also possible via the Omnichannel ACD. Advantages are the consistent working time and productivity statistics, a possible cost centre allocation, call reason coding, configurable follow-up times and the use of blacklists/whitelists.

In the ACD, various options for call reason and pause reason coding are available, as well as the integrated mailbox and IN routing. For routing synchronisation with customer databases, you use an XML interface. The user interface, including agent and supervisor wallboard, is available in German and English. You can configure individual profiles in the ACD. VoIP connection is also possible. The technical requirements for using the ACD are very low.

To complete your overall service solution, we are happy to provide you with suitable service numbers - including national and international geographic numbers with IN functions, customer-friendly 0800 (national/int) as well as numbers from the ranges 0180.1 to 01805, 01806, 01807 etc. Ideally, your service number will be connected directly to VIER. If the service number is not to be ported or if you use local numbers, the numbers can be redirected to the ACD in the cloud or the local variant can be used.

The user interface of the Multichannel ACD in VIER design is very user-friendly, offers an ergonomic menu structure for "short paths" and provides additional comfort functions. These include the possibility of creating favourites and customising tables, views and start settings. This way you only see the information that is really relevant to you. You can change the settings yourself at any time.

Carry out silent monitoring as well as voice and screen recording across locations. You can listen in on and record all or individual, selected telephone calls. Recordings can be restricted by customer or employee and started manually or automatically. Multiple starts and stops are possible, for example to document a separately requested opt-in.

The online monitor provides current information about active calls as well as important key figures of the groups and service numbers. Important information such as service level or availability is reinforced by warning lights. Standard statistics for billing purposes are available online. With the automatic dispatch of statistics by e-mail, you are always up to date. Business intelligence functions and wallboards are also available.

AI-based methods such as VIER's Sentiment Based Routing complement the other rule-based routing criteria for the distribution of calls and emails. In the Voice channel, for example, a bot recognises the mood and intention of the caller based on an open question at the beginning of the conversation ("What can we do for you?") and forwards requests. Depending on the request, this can be done to a staff member or, for simple, repetitive tasks, to a self-service or bot. This form of intent recognition also works for incoming e-mails. The software self-learns the intent of e-mails on the basis of certain terms and keywords and distributes them to the right employees. The trick: The solution is developed and trained specifically for each customer and the respective application. In day-to-day business, the software continues to learn. The AI-based sentiment-based routing increases the first resolution rate and relieves employees of trivial tasks. A holistic analysis and evaluation of all detected sentiments and intents shows current trends and enables a quick reaction.