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Articles & News

• Meet our Agent QA Reviews feature: Faster evaluations and targeted feedback (17 September 2024)
• AI-Powered Interaction Summaries are now available in EdgeTier (9 September 2024)
• EdgeTier now integrates with Zendesk Eventbridge (9 September 2024)
• Celebrating Our ISO 27001 Certification: What It Means for You (22 May 2024)
• EdgeTier raises €6m in Series A round led by Smedvig Capital (13 June 2023)
• Why Contact Centres Must No Longer Gamble On Missing Customer Issues (9 June 2023)
• Travel Contact Centres exceed SLAs with AI Monitoring Alerts (9 June 2023)
• 7 Ways AI can Supercharge Agent Performance (9 June 2023)
• What is Good Customer Service? (6 June 2023)
• How Marketplace Contact Centres Are Scaling Chat & Email (6 June 2023)
• Customer Sentiment Analysis for contact centres (6 June 2023)
• Where and Why to apply AI in your contact centre (6 June 2023)
• AI Powered Quality Assurance (QA) and Agent Reviews (15 February 2023)
• Five Agent Assist applications for contact centres (1 August 2022)
• Using AI to Label Contact Centre Contacts and Surveys (25 March 2022)
• Contact Deflection, Chatbots, and Customer Assistance (14 March 2022)
• EdgeTier Version 5.22: Departments, Email Routing, Skill Editing (28 October 2021)
• Analyse Customer Sentiment on Zendesk Ticket Comments (21 September 2021)
• WatchTower September Release: Emotions, Metrics, and Interaction Views (16 September 2021)
• 5 Ways Ai is Improving the Life of Contact Center Managers (1 July 2021)
• React to Issues Faster With Contact Centre AI (22 June 2021)
• EdgeTier Version 5.20: Offline Chat Deflection & Live Searched Chats (16 June 2021)
• Using AI to Improve Customer Experience (10 June 2021)
• Analytics Innovation Award Finalists (24 May 2021)
• Holiday Extras use AI Alerting to Improve Travel Contact Centre Metrics (19 May 2021)
• How Cartrawler Revolutionised Customer Support with Award Winning AI (13 May 2021)
• EdgeTier Version 5.17: Full-text Search & Filter Improvements (26 April 2021)
• EdgeTier Version 5.15: Chat Warnings, Change Skill, Email Enhancements & More (11 January 2021)
• EdgeTier Version 5.13: Limitless Reporting, Shortcuts, Notes & More (27 November 2020)
• Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat (13 August 2020)
• Anomaly Detection - Can it help in Contact Centre Management? (11 August 2020)
• What Is Good Customer Service For Utilities? (18 June 2020)
• What Is Good Customer Service For Retail? (15 June 2020)
• Agent Stress: Identification and Management in Contact Centres (2 March 2020)
• CCMA Awards 2019 (21 November 2019)
• Is a Lack of Personalisation Driving Down Customer Experience Scores? (24 October 2019)
• Enhancing Customer Service Performance With AI - Interview (3 October 2019)
• Why Bother Assisting Agents In Customer Service? (20 May 2019)
• CCMA Members Forum - CarTrawler & Edgetier - Using AI to deliver seamless customer experiences and drive commercial results (18 March 2018)