contact centre analytics for CX focussed companies
You can’t take full advantage of the insights buried in your customer conversations, hindering your efforts to improve customer experience.
EdgeTier is a real-time AI system that monitors conversations, identifies issues, and surfaces insights.
We take contact centre data, at scale, and make it actionable and accessible.
EdgeTier’s award-winning software is run by the world’s most innovative companies to improve customer experience, detect customer issues, and ultimately drive revenues.
we give your contact centre the competitive edge
Off-the-shelf software is great when you are starting out, but once you go beyond twenty agents, it’s time to introduce real efficiency and increase insights. Here is what we deliver:
AI-Powered AGENT QUALITY ASSESSMENT
AGENT REVIEW
Scale and automate quality assessment with Agent Review. Real-time feedback on 100% of customer conversations to transform NPS and CSAT.
Real-Time Alerting and Monitoring
intelligent Alerts
Clearly understand what your customers are saying and receive real-time alerts on emerging trends or topics to ensure you are never scrambling to understand issues..xx
Increased Efficiency and Quality
Agent Assist
Boost your agent productivity by over 50% using EdgeTier’s Agent-Assist technology. Faster agents who deliver higher quality responses at scale.
“EdgeTier have allowed us to reach new levels of customer experience”
Customer Stories
See what success with EdgeTier looks like using AI and Automation.
CarTrawler
Find out how AI has transformed client services for market-leading B2B Technology provider Cartrawler..
Discover exactly how the CarTrawler contact centre has reduced email handling time by 45% and cut chat handling times by 25%.
Yapstone
Since choosing EdgeTier Yapstone has eliminated tonnes of manual processes and transformed their operational efficiency in a multi-lingual marketplace.
Find out how you can supercharge your contact centre efficiency with AI.
holiday extras
Discover how EdgeTier AI and Holiday Extras created a winning combination to keep ahead of hidden customer issues
Read exactly how they are embracing AI to stay ahead of customer anomalies while seeing the benefits of accessible data visibility and real-time monitoring alerts.
Why EdgeTier?
Clear and rapid return on investment
Whether you are focused on curbing costs, boosting CSAT, or increasing revenue, EdgeTier offers clear and demonstrable ROI. We are happy to work with you on your investment model.
Simple Deployments
EdgeTier customer service technology is designed to be rapidly integrated with any system.
Out-of-the-box integrations with major CRMs and contact centre software are available, and custom integrations to any system imaginable can be built.
Data that delights
Give your organisation the competitive edge with the world’s most data-accessible contact centre technology. Answers to any customer service question imaginable is at your fingertips.
Low cost trials
We know you will love our technology so we are happy to run low-cost trials that prove the ROI before making a long term commitment.
Case Study
CarTrawler
CarTrawler operate in a complex, fast-paced, multi-lingual marketplace environment, working between end-users and car-rental partners across the globe.
Advisors liaise between customers and suppliers across many channels, often with complex processes to follow.
With EdgeTier, CarTrawler improved efficiency and data visibility over multiple contact centre sites, dozens of branded partner sites, 3 communication channels, and over 20 different languages.
Our Core features
Customer Service Focussed AI
EdgeTier’s AI engine is built specifically for customer service teams and deeply understands your contact centre and your customer queries.
Classify queries with above 95% accuracy and understand your customer attitudes, while also going deeper to unearth the hidden trends of customer contact in real-time.
Multilingual
Achieve frictionless conversations without language barriers. Reduce the need for multilingual staff to communicate with your customers by letting any team member handle any language through real-time translations in 100+ languages.
EdgeTier assists your agents and contact centre managers in understanding contact trends and detect issues in any language.
Data-Driven to the core
Accessible data is fundamental to modern contact centres. EdgeTier ensures that no question goes unanswered with comprehensive out-of-the-box reporting as well as complete data access for your analysts to go wild.
EdgeTier’s AI continuously monitors every contact in the background so that it can tell you about the trends you need to know about.
Supercharge customer service with AI
Edgetier is transforming contact centre metrics with powerful agent assist and monitoring and alerting AI.
It all starts with a quick chat with one of our expert team.
