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.
"The EdgeTier deployment was completely painless. EdgeTier took the time to understand our business in depth.” Pete RowanExecutive Vice President, Yapstone The EdgeTier Mission At EdgeTier, we're driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our AI…
“The EdgeTier deployment was completely painless. EdgeTier took the time to understand our business in depth.”
Pete Rowan
Executive Vice President, Yapstone
At EdgeTier, we’re driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our AI software is built to assist and empower contact centre managers and agents to skyrocket customer experience performance.
Along the way, we’ve had success with a host of internationally known contact centres. Our AI is built to help contact centres improve efficiently and scale email and chat using AI and automation.
An example of one such success stories Yapstone, a busy, multilingual marketplace. We hope you enjoy.
Headquartered in Walnut Creek, California, with a marketplace customer care team based in Ireland, Yapstone are a leading global payments company. Yapstone offers a complete payments solution for marketplaces, and platforms that help their customers to increase revenue and deliver better margins. Operating in a busy contact centre environment, Yapstone operates in a constantly evolving space, dealing with sensitive payment-related queries from their large customer base.
Edgetier empowers Yapstone to handle marketplace queries that often involved both customers and suppliers in multiple languages and regions.
The EdgeTier team rapidly deployed our next-generation email and chat technology to greatly improve the Yapstone customer service processes.
Since the AI deployment, E Yapstone has had radical improvements in a number of areas including:
With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
Here at EdgeTier, we've just reached a milestone on the EdgeTier system. We are introducing our first Generative AI feature
We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with
"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."
"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."
"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."
Let us help your company go from reactive to proactive customer support.
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