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Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
Table of contents
13 August 2020
Citizens and ensures the promotion and protection of Ireland’s interests throughout
the world.
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
The Department of Foreign Affairs provides a range of essential services to Irish citizens and ensures the promotion and protection of Ireland’s interests throughout the world.
Partnering with EdgeTier, the Autonomous Contact Centre company, The Department of Foreign Affairs provides live-chat services to support Irish citizens with their passport queries and to provide consular advice, and are a key resource for Irish citizens at home and abroad.
Commenting on the services Karen Lynch, Head of Operations in the Passport Service, stated “We are delighted to partner with EdgeTier to provide these important services to Irish citizens. The world is fast becoming digital-first, and EdgeTier’s technology allows us to deliver a highly efficient customer service, while providing a detailed understanding of our performance and the needs of our customers. We wanted a software that was easy to access, and use, and found that EdgeTier fit this brief perfectly’”.
“EdgeTier’s technology allows us to deliver a highly efficient customer service, while providing a detailed understanding of our performance and the needs of our customers”
EdgeTier’s technology enables organisations to deliver high-quality digital customer care, with a focus on operational efficiency and data insights. EdgeTier’s technology enables the people delivering and managing customer service to excel, through a mix of customer service optimised software, artificial intelligence, and automation.
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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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