VIER engage Business

Automated, intelligent and efficient distribution of incoming calls based on all available data. Setting of business hours possible.

Caller prequalification is possible via IVR menu/query/input or by touch-tone dialing.

Dynamic and fixed queue with announcements of waiting position and time. Overflow control for incoming calls. Waiting music individually adjustable.

Incoming calls are put through directly without overflow and queuing rules.

Individual use of audio files (different formats possible) for e.g. whispering announcements, announcements in IVR menu, ...

Numerous contact editing functions are available, such as automatic contact acceptance, get contact, contact reason, speed dial or contact history.

Agents have numerous call functions at their disposal, such as call hold, mute, blacklist/whitelist, call barring or even conference, consult or enquiry.

Define the callflow web-based, simple and clear. You can change the callflow yourself at any time.

Create groups for each skill or via tags/filters.

With the setting "Preferred Agent" a prioritized contact delivery to fixed contact persons is possible.

Contacts are routed by postal code, origin or properties of the contact. Prioritization of redialers is also possible.

Routing can also be agent-based. You can route according to criteria such as processing time, longest idle, preferred agent or user pool/prioritization.

Prioritized contact acceptance of contacts already known to be particularly important.

Make all content relevant for editing available at the right time in a centralized manner on the user interface.

With the freely configurable VIER Unified Dashboard, you can keep track of the contact volume in the contact center and your key figures. You can compile your dashboard on a stage from all freely selectable widgets, depending on your evaluation goal.

Display of individually selected users and key figures.

Shows individually selected groups and important key figures such as contacts, service level and reachability.

With the standard statistics, more than 25 standard reports and the associated key figures are available. Depending on the statistic type and key figure, queries can be made in at least 15-minute intervals. Some key figures are also available in 1-minute intervals.

Support for click-to-dial and call logging in third-party systems.

Automatic transfer to third-party systems.

Via TAPI interface local phone numbers of a location are integrated into the call distribution. Local calls are forwarded directly without call forwarding to  
a locally free user without call forwarding.

Your users accept incoming calls (voice contacts) and non-voice contacts via the VIER engage Professional Client.  

 
The Professional Client is available in 8 different languages.

Use the softphone in conjunction with the ACD as an alternative to your own VoIP software.

The VIER engage systems are located in the network centers of our partner carriers, air-conditioned, monitored from the outside, with emergency power and access protection. Test routines ensure very high availability. Access and data imports and exports are password-protected and encrypted. The communication of the VIER engage Professional Client is also encrypted. Anonymization is possible for the Online Monitor and the Outbound Manager.

The following connection variants are available: Single-user connection or multi-user connection via Windows Terminal Server or proxy server. You can use VIER engage in the cloud or on-premise.  

 
VIER engage is built redundantly. In the event of a failure of a VIER engage component, a correspondingly redundant component ensures the continuation of the service.

VIER engage is very comprehensive and versatile by default, we are happy to carry out individual extensions on request. We will be happy to explain the use of our software to your employees in workshops and training sessions.  

 
The monthly basic fee includes the complete hardware and software maintenance of VIER engage and a 24h hotline for error reporting.  
VIER engage is continuously developed further. Customers receive updates with new functions automatically and free of charge several times a year.

User support via mail and chat by Customer Service Desk Expert. SLA of 99.8%