In call centres, there are good reasons for listening in on telephone calls, for voice recordings and for screen recordings of PC work steps. For quality assurance and training purposes, it is essential to be reliably informed about course of conversation and processing steps.
You can carry out voice recordings across locations or listen to telephone conversations, inbound with Multichannel ACD as well as outbound with Predictive Dialer.
You can perform screen recordings across locations, inbound as well as outbound. To do this, you select the entire screen, specific screen areas or specific applications. Alternatively, you can exclude them.
With VIER, you can use voice and screen recordings across all locations. This means: Unlike location-based purchase solutions for voice recording/screen recording, there are no acquisition and maintenance costs and no connection to local PBXs.
The VIER screen and call recording also allows trainers and coaches to listen in on conversations and see the processing steps. This gives staff the opportunity to improve themselves.
All records are available for download including the most important data such as staff members, group or contact reason encoding. Hosting takes place exclusively in Germany!
The VIER screen and call recording fulfils (as part of the Multichannel ACD) the cloud requirements regarding transparency, security, quality and legal conformity of the competence network Trusted Cloud e.V., which is realised under the auspices of the Federal Ministry of Economics and Technology.
The user-friendly interface offers an ergonomic menu structure for "short paths" as well as comfort functions to increase usability. These include the creation of favourites, the individual customisation of tables, start settings and views, an integrated message centre, online help and the dashboard.
You can use the VIER Screen and Call Recording both as a stand-alone solution on site and in the network, as an additional option to the ACD or Dialer by VIER. In all variants, cross-location use is possible. The solution is multi-client capable.
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/