Modern Quality Assurance: How to do customer service QA the right way
Make agent QA both effective and efficient by blending AI and human expertise.
Articles & News
EdgeTier Conversation Intelligence Library
Learn more about EdgeTier products, customer service best practices, and discovery how customer service automation and AI can give your contact centre the competitive edge.
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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
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EdgeTier now integrates with Zendesk Eventbridge
We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with
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Celebrating Our ISO 27001 Certification: What It Means for You
At EdgeTier, we’re thrilled to announce that we have achieved ISO 27001 certification, awarded by the British Assessment Bureau. This
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EdgeTier raises €6m in Series A round led by Smedvig Capital
This funding will enable us to meet the growing demand for our real-time AI analytics platform and continue to help
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Why Contact Centres Must No Longer Gamble On Missing Customer Issues
Foreword Since launching to the market in early 2021, EdgeTier’s intelligent monitoring and alerting software has established itself as the
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Travel Contact Centres exceed SLAs with AI Monitoring Alerts
Travel Contact Centres Stay Alert With WatchTower AI Background: the travel industry The travel industry is a spinning plate
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7 Ways AI can Supercharge Agent Performance
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
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What is Good Customer Service?
We all know that good customer service is important, but what does good customer service actually mean? In this post
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How Marketplace Contact Centres Are Scaling Chat & Email
"The EdgeTier deployment was completely painless. EdgeTier took the time to understand our business in depth.” Pete RowanExecutive Vice President,
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Customer Sentiment Analysis for contact centres
Sentiment analysis allows the discovery of satisfaction or frustration amongst your customer messages and survey responses. In this post, we
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Where and Why to apply AI in your contact centre
The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly
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AI Powered Quality Assurance (QA) and Agent Reviews
The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management of contact
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Five Agent Assist applications for contact centres
In this article, we're looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as
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Using AI to Label Contact Centre Contacts and Surveys
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times.
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Contact Deflection, Chatbots, and Customer Assistance
Customer contact deflection with chatbots; it's the quintessential example of AI for a contact centre. The instant a customer first
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EdgeTier Version 5.22: Departments, Email Routing, Skill Editing
In this latest update to EdgeTier agent assist, we have added the ability to separate users into isolated teams with
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Analyse Customer Sentiment on Zendesk Ticket Comments
Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments
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WatchTower September Release: Emotions, Metrics, and Interaction Views
Do you remember, the 21st night of September? You will have to forgive us as it's not quite the 21st
