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
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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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
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Why Bother Assisting Agents In Customer Service?
The role of a customer support agent What does it mean these days to be a customer support agent? It
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CCMA Members Forum – CarTrawler & Edgetier – Using AI to deliver seamless customer experiences and drive commercial results
CarTrawler & Edgetier breakfast briefing on 'using AI to deliver seamless customer experiences and drive commercial results'.
