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.
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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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
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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
