With e-mail management from the cloud, you can automatically distribute, qualify, classify and process written messages such as emails, SMS, faxes, letters, processes, voice mails, entries from Facebook, Twitter and WhatsApp as well as chats. Each channel can be booked individually. Distribution is cross-location, skill-based and classified according to content. Processing times and reasons for contact are recorded across all channels.
You define processing groups for each channel. The messages are fetched from your e-mail server by the system at freely definable time intervals and automatically distributed to the employees - taking into account various, flexible routing criteria and parameters such as waiting places, waiting times, etc. The messages are then forwarded to the group. If an e-mail is not opened within a defined waiting time, it is forwarded within the group. After processing, the e-mail is saved in the respective central storage project folder.
Messages as fax, letter, SMS are converted into a digital format or scanned, converted into text by OCR and stored in an FTP directory. These messages are collected and distributed by the system. Messages from Facebook and Twitter are delivered as a link via email and processed directly in the originating system. Work items from external software applications are distributed as tasks and processed in the source system.
The configuration offers highly flexible setting options. For example, overflow rules and fixed or dynamic queues can be set up, service levels and waiting times can be defined. Flexible routing and classification options, individual text modules, resubmissions and interim notifications increase productivity. You can set whether or not follow-up times should be fixed or individually extendable by the employee. Your employees can "pick" messages and forward them to colleagues.
E-mails can be routed according to various, flexibly applicable criteria. You can set up as many routings as you like. Each routing is clearly displayed graphically in the routing plan. Routing criteria include longest idle; percentage; daily/business hours; preferred agent/group; last agent/group; graduated employee prioritisation per group; VIP labelling; header/content routing; junk routing; classifier; HTTP request, etc.
VIER engage provides suitable text modules for uniform and rapid processing. You can also easily create and manage text modules yourself. The selection of useful modules can be limited by linking them to skills or groups. Optionally, the classifier can make an automatic suggestion. The modules are dragged and dropped into the message.
For faster processing, automated classification according to different, freely selectable criteria is available. These include keywords in the text and in the subject or languages. The criteria can be linked or used for multi-level classification. Keywords and regular expressions, such as customer numbers, can be highlighted in colour in the email preview. The system suggests suitable reply modules. Classified contacts are routed to defined inboxes/outboxes. The statistics type "Classification" shows which classifier was used how often.
For quality control and training purposes, you can record screen contents or carry out monitoring. With screen recording, you can define the recording areas as required: the entire screen, individual areas or selected applications. Recordings can be started manually or automatically. All recordings are available via FTP or web download for 28 days.
The online monitor provides current information about active contacts as well as important key figures of the groups. Important key figures, such as service level or availability, are reinforced by warning function lamps in the colours green, yellow and red.
After processing, the employees archive the e-mail in the respective central storage folder, such as a Microsoft® Exchange server. Important: Legally compliant archiving is still your responsibility! In addition, various other external systems can be connected.
With our innovative products, we connect you with your customers and support you in all phases of interaction. In our holistic, platform-based product ecosystem, we create individual end-to-end solutions and orchestrate them for you along your value chain for a better and sustainable customer experience.
We make your contact-based business processes more efficient and the user experience measurably better. Whether in consulting, sales or processing: our intelligent software keeps your employees' backs free in customer contact.
VIER offers simple solutions for complex multichannel communication. We ensure that communication with companies and organisations is once again perceived as a genuine service.
We are specialists in communication technology. VIER combines years of experience and in-depth knowledge. We understand your business processes and know the dynamics of the markets.
Our products assist your employees throughout the entire communication process. This begins before the greeting, continues through the dialogue and ends with the follow-up.
Do you have questions about VIER or would you like personal advice? Contact us now via our contact form. You can reach us at any time via the contact form, by e-mail to email@example.com or by telephone on +49 511 95 73 95 1111. We look forward to hearing from you and will get back to you as soon as possible!
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