Modern Quality Assurance: How to do customer service QA the right way
Make agent QA both effective and efficient by blending AI and human expertise.
Analytics Innovation Award Finalists
It's exciting times around EdgeTier HQ. We're delighted to be in the final of the Analytics Innovation Awards. The award recognises the use of a progressive, analytics-based approach to solve a business challenge or to create new business opportunities. We like the sounds of that. Contact Centre Monitoring and Alerting The award is given to…
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24 May 2021
It’s exciting times around EdgeTier HQ.
We’re delighted to be in the final of the Analytics Innovation Awards. The award recognises the use of a progressive, analytics-based approach to solve a business challenge or to create new business opportunities.
We like the sounds of that.
Contact Centre Monitoring and Alerting
The award is given to a business or technology that has analytics at its core. That’s why we’ve submitted our monitoring and alerting AI software. Our software monitors all of your customer conversations and contact centre activity for unusual patterns and anomalies.
Good Company
The final takes place live on June 17th at 3pm and there are some big names in the final.
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Meet our Agent QA Reviews feature: Faster evaluations and targeted feedback
With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
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AI-Powered Interaction Summaries are now available in EdgeTier
Here at EdgeTier, we've just reached a milestone on the EdgeTier system. We are introducing our first Generative AI feature
Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
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