VIER Interaction Analytics is an AI-supported speech analysis software designed to optimize customer service and sales operations. It comprehensively analyzes every verbal interaction, whether inbound or outbound, across both service and sales departments. This deep analysis provides valuable insights that are crucial for optimizing customer dialogues, effectively training employees, and identifying opportunities for automation and increased efficiency within contact centers. The software directly contributes to increased profitability and customer satisfaction by helping organizations understand customer needs more profoundly. It achieves this by decreasing the average call duration (AHT) and simultaneously increasing the first fix rate. An optimized customer approach, derived from these insights, leads to significantly better call quality and, consequently, higher customer satisfaction. Users have reported substantial improvements, such as an average 5% reduction in call duration, a 25% increase in closed customer inquiries, and a 75% reduction in preparation time for coaching sessions, demonstrating its impact on operational metrics and employee development.

Features & Benefits

• AI-Powered Speech Analysis
  • Analyzes all verbal interactions, both inbound and outbound, across service and sales departments.
• Dialogue Optimization & Employee Training
  • Optimizes customer dialogues and provides insights for effective employee training programs.
• Contact Center Efficiency & Automation
  • Increases overall efficiency and identifies opportunities for automation within contact centers.
• Enhanced Profitability & Customer Satisfaction
  • Boosts profitability, increases customer satisfaction, and deepens understanding of customer needs.
• Operational Performance Improvement
  • Directly impacts key operational metrics, leading to enhanced efficiency and service quality.
  • 5% average reduction in call duration
  • 25% increase in closed customer inquiries
  • 75% reduction in preparation time for coaching sessions
• Comprehensive Quality Assurance
  • Enables quality checks for a high percentage of telephone calls, significantly improving monitoring capabilities (e.g., from 3% to 95% check rate with same personnel expenditure).
• Coaching Support & Performance Monitoring
  • Provides tools like phrase trackers and dashboards to identify areas for employee improvement and support targeted coaching sessions.
• Targeted KPI Improvement
  • Offers benefits for the company by enabling the targeted improvement of focus Key Performance Indicators.