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.
''EdgeTier have allowed us to reach new levels of customer experience” Ian CopleyDirector of Operations, Holiday Extras 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 software is built…
”EdgeTier have allowed us to reach new levels of customer experience”
Ian Copley
Director of Operations, Holiday Extras
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 centers improve efficiency and scale email and chat using AI and automation.
An example of one such success stories Holiday Extras. We hope you enjoy it.
Holiday Extras are the UK market leader in travel extras, providing services for over seven million travelers a year. Core offerings include airport hotels, airport parking, airport lounges, rail and coach, destination car hire and holiday insurance.
Holiday Extras place a very strong emphasis on customer experience despite facing challenges in dealing with the fallout of Coronavirus.
EdgeTier deployed AI-assisted email and chat technology into Holiday Extras’ customer care team. The AI technology analyses and understands customer queries, while seamlessly assisting customer care agents with AI and automation that works on their behalf.
During the process, the EdgeTier AI guides agents through the stages of responding to customer queries, while ensuring the high-quality human touch is retained. This approach of assisting agents reduces handling times significantly while also increasing the quality of response. EdgeTier empowers Holiday Extras to handle customer queries that often involved both customers and suppliers in multiple languages and regions.
Since the AI deployment, Holiday Extras 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
"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."
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
"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."
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights