VIER
Last Updated
Overview
VIER provides a contact center platform integrating telephony with psychological AI analytics. Although it lacks a dedicated native mobile app for agents, its strict GDPR compliance and stable German infrastructure offer value. Users benefit from deep CRM integrations and sophisticated routing, ensuring secure and efficient customer interactions for regulated enterprises.
VIER Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting And Analytics
VIER Features
Omnichannel Automatic Call Distribution
VIER features a central engine that routes voice, email, and chat interactions through a single logic stream. It utilizes database lookups to prioritize VIPs or route customers to specific agents based on previous interactions, ensuring consistent service levels across all media types without manual intervention.
Intelligent Outbound Dialer
The system maximizes agent talk time by offering Predictive, Power, and Preview dialing modes. It automatically detects answering machines to filter non-human connections, allowing sales teams to focus exclusively on live prospects while adhering to strict compliance and calling regulations.
VIER Copilot Assistance
Using generative AI, this tool listens to live calls and provides agents with real-time transcription and content suggestions. It automatically generates call summaries and processes tasks immediately after hang-up, significantly reducing the manual documentation effort and Average Handling Time (AHT).
Interaction Analytics And Speech Impact
This feature records and analyzes 100% of customer interactions to identify trends and compliance risks. Beyond simple keywords, it evaluates the psychological state of the speaker, analyzing tone and prosody, to provide objective feedback on agent empathy and customer satisfaction.
Cognitive Voice Gateway
This infrastructure connects traditional telephone networks with modern AI bot engines like GPT-4 or Google Dialogflow. It manages the technical complexity of voice transmission, allowing companies to deploy conversational voicebots that can handle complex inquiries naturally before reaching a human agent.
Pros And Cons of VIER
Pros
Supports strict GDPR compliance with German hosting
Psychological AI analyzes caller behavior patterns
Offers reliable zero-outage certified infrastructure
Cons
Support documentation may not cover all scenarios
The complex setup requires professional implementation
VIER Reviews
Total 2 reviews
4.5
All reviews are from verified customers
Rating Distribution
5
Stars50%
4
Stars50%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Mid Market, 51-100 employees
“Makes things easy”
Pros
Makes lead routing simple and fair which matters a lot for an SDR team where volume is everything. It takes a process that could easily get messy and keeps it easy.
Cons
Every now and then, it has random glitches, like not letting people accept leads or sending the same lead through double routing and that ends up creating issues for the team.
Rating Distribution
Ease of use
8
Value for money
9
Customer Support
7
Functionality
7
Chemicals, N/A employees
“excellent support team”
Pros
The ACD solution is very simple to use, both for agents and admins. Customer support is clearly a top priority at VIER, with close coordination and highly competent assistance throughout.
Cons
The statistics retrieval is too complex. We've managed to work around that by purchasing the raw data which lets us build the evaluations we need in our own BI system.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Frequently Asked Questions
Does VIER offer an API?
Yes, VIER provides extensive REST and SOAP APIs to connect with third-party systems like CRMs and ERPs.
What level of support does VIER offer?
VIER offers 24/7 support via phone and email, with dedicated customer success managers for enterprise clients.
Does VIER have a mobile app?
No, VIER engage does not have a dedicated native mobile app.
What other apps does VIER integrate with?
VIER integrates with major ERP/CRM platforms, including SAP, Salesforce, HubSpot, Microsoft Dynamics, and Microsoft Teams.
What types of VIER price plans are available?
The software offers custom pricing plans. Request a personalized VIER cost quote for your business today.
What language does VIER support?
VIER is available in German and English.
Who are the typical users of VIER?
Typical users may include industries and sectors like insurance, logistics, travel, and the public sector.