Use VIER's IVR for caller pre-qualification and ensure that your callers are always correctly connected across all locations. With IVR (Interactive Voice Response), you communicate, for example, only one special number for all concerns, but route enquiries to different areas/groups before the call begins, depending on the reason for the call.
By using the IVR, you can prioritise certain concerns and topics (order acceptance, complaints, etc.). A maximum of ten selection items are available on the first menu levels. Your customers are routed separately to the appropriate staff members/groups based on group membership (e.g. gold, silver or VIP customers).
By using the IVR, it is possible for companies and service providers to share the processing, e.g. according to topics, effort/qualification, customer groups, etc. This reduces the training effort, among other things. This reduces the amount of training required for employees.
To further improve processing, query customer features such as contract number, customer number, transaction number, etc. before the call via the IVR. When connecting to the call centre, the caller telephone number is replaced by the queried number. Your local CTI software thus displays the matching record.
You can map any number of menu levels in the IVR speech dialogue system. Parallel operation of several selection/query menus is also possible. You can configure the IVR menu independently via your web account. You can easily define the menu levels, menu items, announcements, destinations, time control, etc. yourself.
You can also upload self-produced announcements or music files for greetings, menu announcements and queues via the Upload Manager.
The destination numbers of the voice response system are configurable: They can be location-independent destination numbers (e.g. extension, mobile phone, your local ACD head number), an announcement or a second menu level. Different routing modules are available for the targeted distribution of calls. The set-up is simple and can be done within 10 minutes.
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 IVR in VIER design is very user-friendly, offers an ergonomic menu structure for "short paths" and provides additional comfort functions. These include the possibility to create favourites and to customise tables, views and start settings. This way you only see the information that is really relevant to you. You can change the setting yourself at any time.
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.
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 firstname.lastname@example.org 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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VIER whistleblowing system
Do you have something unpleasant to tell us? With the VIER whistleblower system, our partners and clients also have the opportunity to anonymously inform us of grievances and violations. All tips will be checked and, if necessary, followed up!
To the whistleblower system: https://transparency.vier.ai/