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
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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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
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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
