VIER engage is a comprehensive, cloud-based contact center software designed to provide efficient and seamless customer service through a unified platform. Hosted in the German cloud, it offers a complete solution for managing both inbound and outbound telephony, alongside various text-based communication channels. The software is engineered to meet the diverse requirements of contact centers and the evolving expectations of customers by centralizing all communication. Key functionalities include advanced Automatic Call Distribution (ACD) for voice, ensuring efficient call routing with numerous options, and ACD Non-Voice for distributing and processing written requests and work items. It also features an Outbound Dialer for effective campaign management in predictive, preview, or power modes. VIER engage integrates IVR for call pre-qualification, AI-supported bots for voice and chat, and innovative speech analytics. The platform ensures quick and easy integration with existing third-party systems, presenting all relevant processing content on a Unified Desktop. Additional capabilities include Voice Recording & Silent Monitoring for quality assurance, real-time reporting for performance evaluation, and an optional AI-based co-pilot for agent support and automation. Its omnichannel approach, robust security, and straightforward integration facilitate a clear admin experience and an individually customizable interface, ensuring all communication channels are managed effectively.

Features & Benefits

• Efficient Call & Work Item Distribution (ACD)
  • Distributes calls and written requests efficiently with numerous routing options and supports effective outbound campaigns.
  • ACD Voice for efficient call routing
  • ACD Non-Voice for written requests and work items
  • Outbound Dialer with predictive, preview, or power modes
• Intelligent Customer Interaction
  • Leverages AI and IVR to streamline customer interactions, pre-qualify calls, and provide automated support.
  • IVR and Callflow Manager for call pre-qualification
  • AI-supported voice and chatbots with integrated speech analytics
  • AI-based automation via optional Co-pilot for live transcription and documentation
  • Smart Dialog for integrating ChatGPT potential in customer service
• Unified Agent Experience
  • Provides a centralized and customizable interface for agents to manage all communication channels effectively.
  • Unified Desktop centralizing all relevant content
  • Omnichannel communication for seamless customer interaction across all channels
  • Individually customizable interface for the Unified Desktop
• Quality Assurance & Performance Monitoring
  • Offers tools for monitoring, recording, and analyzing customer interactions to ensure service quality and provide actionable insights.
  • Voice Recording & Silent Monitoring for phone calls
  • Call and screen recording
  • Real-time reporting for customer service evaluation
  • Coaching capabilities for employees
  • Interaction Analytics for AI-supported speech and text analysis
  • Voice of the Customer tools to measure customer experiences
• System Integration & Management
  • Ensures easy integration with existing systems, robust security, and simplified administration.
  • Quick and easy integration of third-party systems
  • Clear admin area for simple settings
  • Robust security measures
  • Callback management
  • Technical support from a dedicated team
  • Call guides