VIER engage Enterprise

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.

Run outbound campaigns effectively and economically - in predictive, preview or power mode.

Outbound calls for callback management are also possible via the ACD. This way, no contact request is lost.

The automatic employee blending mode allows you to use your users both inbound and outbound.

Distribute and process emails, chats (text and video), incl. autom. classification, WhatsApp messages, tasks etc. skill-based and prioritized! Extensive features:  

• Sender recognition  
• Forwarding, resubmission  
• Receive, send attachments  
• Automatically accept

VIER engage Messenger is an automatic notification service that allows you to quickly and conveniently send numerous messages via fax, SMS, e-mail, letter or voice message. Your requirements are implemented through the individually adjustable order parameters and your own template design. VIER engage Messenger is web-based, so you can configure and operate VIER engage Messenger online at any time.

An overflow can be set up for non-voice contacts if the contact cannot be processed within the allotted waiting time or if the allotted number of waiting places has been reached.

Customizable text modules for uniform, predefined email content. Creation with WYSIWYG editor incl. placeholders, for example for the correct salutation. A text module collection can be assigned directly to a:a user:in, a non-voice group or an e-mail inbox. It can also be stored directly in the classifier to suggest "preferred text modules" to users.

The e-mails are analyzed and, depending on the hit, different, predefined responses can be sent to the sender fully automatically.

With the search function, you can view the content of a message (email, chat, event, WhatsApp) in addition to the subject. Various filters can be set, such as channel, UUID (ID from the non-voice event log), group, user and many more. Detailed information such as inbox, group, user, import time, priority, last status change and status are then displayed.

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.

Routing decisions can be made using tags ("filter-based routing") or online queries (HTTP requests) on the customer database. XPath expressions can also be used to transmit and exchange customer-relevant data such as customer number, order quantity or order date, which can be used for routing decisions.

Each service number can be assigned a priority: Callers on a high-priority number are delivered before callers on a lower-priority number if they are connected priority number, if they were connected at the same time.

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.

Manual and automatic recording of incoming and outgoing calls. Recording frequency, recording topics, recording channel and file labeling are variable.

For quality assurance and training purposes, coaches can listen in on the customer conversations of selected users and display the corresponding data screen. The coach can contact the agent via chat.

Agents and website visitors navigate together on websites and in documents.

Manual and automatic recording of predefined screen areas of the user PC. Recording frequency, recording topics, recording channel and file labeling are variable.

Introduce AI-based voice & chatbots, use innovative emotion analytics and much more with our AI solutions from VIER evolve!

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.

This plug-in displays the contacts waiting in the system sorted by queues (similar to email inbox).

For displaying web-based content as an iFrame, e.g. extended information from a web-based CRM about an incoming call.

Customization and expansion of the functional scope through individual extensions.

Generic HTTP-based interface to exchange data with third party systems. Information from the ACD can be sent to a third party system. In turn, the response from the third party system can be used to send information to the ACD. It is also possible to display matching search results from third-party systems.

The following interfaces and adapters are offered:  

• Salesforce Connector  
• Microsoft Dynamics Connector and CTI Connector  
• Microsoft Teams Adapter  
• On-Page Interface  
• Protocol Handler  
• Salesforce CTI Connector  
• Salesforce Multichannel Connector

Distribution of data records by reference number from external systems (ERP/CRM) via an HTTP-based interface. The actual process is opened and processed in the web-based target system.

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 by personal Customer Success Manager. SLA of 99.8%