Real-time player support analytics for iGaming
iGaming Industry
Gain insight into player sentiment, monitor crucial conversations, and equip agents to provide exceptional support.
"We now have a 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."
Deborah Guivisdalsky, COO – Codere
How EdgeTier can help your online casino & sports betting customer support teams
Ensure exceptional customer experiences from registration and beyond.
All your customer data in one place
EdgeTier connects directly to your support system, analysing chats, emails, calls, and surveys to deliver clear insights into why customers are contacting you.
Real-time anomaly detection
You receive automatic alerts about issues you might not even be aware of, such as players being unable to sign in to their accounts or place bets on live games.
Insights you can rely on
By understanding the root causes of player frustrations, you can provide valuable insights to your team, helping improve gaming services and enhance the experience for VIP customers and other key customers.
Conversation Intelligence for iGaming
Improve CSAT, Reduce Costs
Spot red flags in real-time and protect your CSAT
Reduce contact volumes
Do you rely on your agents to spot problems? EdgeTier monitors for emerging issues, including those small, easily missed ones, so you can have peace of mind knowing that nothing goes unnoticed.
Targeted QA that helps agents up their game
Keep players happy
Achieve 100% visibility into potential issues that manual reviews overlook. Our system identifies whether agents are adhering to policies, pinpointing factors that cause frustration and impact metrics like AHT, CSAT, and response times. Concentrate on the interactions that matter most.
Resolve customer issues faster
Increase player engagement
From blocked withdrawals to promo errors, real-time analysis of customer interactions offers full visibility into contact reasons. Quickly identify issues affecting NPS and response times, while sentiment analysis reveals the sources of frustration among your players.
Immediate alerts for responsible gaming and other sensitive topics
Protect players and your brand
Receive instant alerts for responsible gambling and other sensitive topics in your contact centre. Our system continuously monitors customer language to identify “triggers” for high-priority issues and sends immediate notifications when they arise.
Know exactly why your customers are reaching out, in real time.
Get the insights you need to fix issues and improve the customer experience.
Key Features
AI-Anomaly Detection & Alerts
Auto-Tagging
Customer Emotion Detection
Summarisation of interactions
QA analysis
Responsible Gaming Detection
Agent Scorecards
Repeat contact analysis
Experience score
Data Export
Multilingual Translation and Support
Secure Data Handling and Compliance
Customer-Focused Leaders Trust EdgeTier
Afroditi Pina
Director of Customer Service
āI would say that we have managed to see a return on investment by applying EdgeTier in Novibet, saving something close to six full-time employees during the last six months from efficiencies.ā
Deborah Guivisdalsky
COO, Codere
"We are now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed."
Giovane Nicolau Junior
Head of Operations Performance
"EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error."
What our customers say
Real-time insights and powerful AI agent quality assurance
How Novibet uses EdgeTier to listen to the voice of the customers and achieve savings equivalent to six full-time employees.
We can integrate with almost anything
Integrations
Alerting for casino & sports betting contact centres
Stop finding out about problems after they have happened. Let EdgeTierās AI bring solutions to you in real-time.