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
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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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
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5 Ways Ai is Improving the Life of Contact Center Managers
Contact center managers can struggle under the weight of delivering great service, while also being expected to provide valuable customer
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React to Issues Faster With Contact Centre AI
Problem If you are running a customer service centre, do any of the below apply to you? 1. You rely
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EdgeTier Version 5.20: Offline Chat Deflection & Live Searched Chats
Offline Chat Deflection & Live Searched Chats Are Here Today, we’re announcing two exciting new features. Offline Chat Deflection will allow customers
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Using AI to Improve Customer Experience
Importance of Customer Experience According to Forbes organisations with superior customer experience bring in 5-7 times more revenue than competitors
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Analytics Innovation Award Finalists
It's exciting times around EdgeTier HQ. We're delighted to be in the final of the Analytics Innovation Awards. The award
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Holiday Extras use AI Alerting to Improve Travel Contact Centre Metrics
''EdgeTier have allowed us to reach new levels of customer experience” Ian CopleyDirector of Operations, Holiday Extras The EdgeTier
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How Cartrawler Revolutionised Customer Support with Award Winning AI
"EdgeTier is no ordinary software product ... It has completely changed how we work at CarTrawler.” James WaghornDirector of Customer
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EdgeTier Version 5.17: Full-text Search & Filter Improvements
What's New With Search and filtering? Over the last while, we’ve been hard at work delivering enhancements to search and filtering
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EdgeTier Version 5.15: Chat Warnings, Change Skill, Email Enhancements & More
This release includes some helpful additions to help identify any potential issues in the chat queue through Live Chat Warnings.
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EdgeTier Version 5.13: Limitless Reporting, Shortcuts, Notes & More
In line with EdgeTier’s key themes of increasing team productivity while delighting with data, this release delivers major new functionality
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Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
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Anomaly Detection – Can it help in Contact Centre Management?
Track every metric Keeping on top of the metrics and activities required to ensure your contact centre is running smoothly
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What Is Good Customer Service For Utilities?
Previously EdgeTier investigated what was considered to be good customer service for the retail industry and compared it with 11
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What Is Good Customer Service For Retail?
In this blog post we will look specifically at retail and how the UK retail industry compares with both its
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Agent Stress: Identification and Management in Contact Centres
Stress has always been seen as commonplace in the customer service sector with smallbizgenius.net stating that 83% of US workers
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CCMA Awards 2019
Last week marked EdgeTier's first time attending the CCMA awards and I was lucky enough to be in attendance with
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Is a Lack of Personalisation Driving Down Customer Experience Scores?
Humans versus technology. High quality conversations or faster response times? This is the dilemma that the vast majority of companies
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Enhancing Customer Service Performance With AI – Interview
Bart, CTO at EdgeTier, gave an interview with Eline Chivot from the Center for Data Innovation recently, discussing how artificial
