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.
Resource Library
EdgeTier Conversation Intelligence Library
Leveraging our experience in analysing hundreds of thousands of customer interactions daily, we’re excited to share unique insights on delivering best-in-class customer experiences through AI and machine learning—without losing the human touch.
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Showing the Boardroom the Strategic Value of Your Contact Centre
Talking to customers every day, gathering data and making sense of that insight is becoming commonplace in many contact centres
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Driving a cultural shift at Abercrombie & Fitch Co.
Driving a cultural shift by allowing customer support to be at the heart of data-driven decision-making.
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CCW Europe – October 2024
Come and visit EdgeTier in Amsterdam at the future of customer engagement event! In October 2024, the Customer Contact Week Europe
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New Website Launch
EdgeTier Unveils New Website – A Bold Leap Forward in AI-Driven Customer Service Solutions EdgeTier, the AI-powered customer service platform
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How Novibet use EdgeTier as their real-time voice of the customer
EdgeTier insights delivered savings equivalent to 6 full-time employees, empowering Novibet to lead in the competitive online gaming industry.
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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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How Berlin Brands Group used AI-powered conversation intelligence to conquer return rates & raise NPS (+70)
From Reactive to Proactive: Leveraging the voice of the customer to become the company’s insights engine.
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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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Embracing AI to scale CarTrawler’s contact centre
Using AI-enabled agent assist to reduce chat handling time by 25%.
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Tracking Codere’s agent comments and highlighting issues in real time
Increasing data visibility to proactively handle customer issues for top-notch support.
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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,
