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.
Importance of Customer Experience According to Forbes organisations with superior customer experience bring in 5-7 times more revenue than competitors that lag in customer experience. Fonolo reports that 89% of consumers who experience poor service will leave for a competitor. The current process in contact centres tends to have many manual and inefficient elements when…
According to Forbes organisations with superior customer experience bring in 5-7 times more revenue than competitors that lag in customer experience. Fonolo reports that 89% of consumers who experience poor service will leave for a competitor.
The current process in contact centres tends to have many manual and inefficient elements when trying to interpret customer data. These can be very time-consuming as well as costly.
There is overwhelming pressure on contact centres to act as a feedback loop for their entire organisation to improve customer experience. As customer contacts grow it is becoming increasingly difficult to maintain the visibility of a contact centre. This lack of visibility is causing undetected issues and leads to lost revenues.
The current situation is that customer support teams are struggling to maintain standards as contact volumes increase. This added pressure has the following impact:
Although contact centers harbor a wealth of customer data, quick access to clear insights is a challenge for managers. The EdgeTier AI empowers contact centers with an automated solution that monitors large amounts of data into insights in real-time.
The AI learns the normal patterns of a contact centre and then focuses on improving reaction times, customer understanding and customer experience at scale. EdgeTier AI optimises the process between understanding large volumes of data and the customer experience in contact centres. It does this by monitoring all customer conversations and contact centre activity for unusual patterns and anomalies.
EdgeTier artificial intelligence helps contact centres to quickly spot issues and ensure teams react quickly to prevent costly outages, empowering contact centres to leverage and interpret what their customers are really saying to them at scale.
EdgeTier AI proactively alerts managers about anomalies and events impacting customer experience as soon as they start. The value is that contact centre managers can spend less time painfully crawling through dashboards. By automating this manual section of the process contact centres can focus on what really matters i.e. keeping customers satisfied by reacting to their problems as they occur not hours or even days later.
The true strength of EdgeTier AI is the pressure it takes away from contact centre teams to perform miracles with huge volumes of data. EdgeTier AI keeps watch over the contact centre for the support team. By using AI to free agents from this pressure, contact centres can focus on driving customer experience standards and no longer worry about losing valuble hours sifting through customer contact data.
It is when AI is added to a contact centre process. Agents can leverage a greater understanding of their customers. This is in turn allows for the personalisation of each customer interaction to foster an excellent customer experience process and inform how companies are speaking to customers with their marketing strategy.
Sometimes adding in new technology can be a process full of friction. Recognising this concern, EdgeTier customer service software seamlessly plugs into existing contact systems like Zendesk, Salesforce, Oracle, Live Person, Live Agent and lots more. Once the integration is completed, the AI will offer 24/7 security by scanning contact centre data and filter through all the noise telling contact centre managers exactly what they need to know at the time it is happening.
Customer service is going through a period of change with technology assisting the existing contact centre process. AI-assisted customer support can empower agents to stay up-to-date on customer data and surface answers more quickly than would be humanly possible.
Technology such as EdgeTier AI can improve every aspect of a business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. AI-based solutions like EdgeTier are becoming a standard for contact centre management as businesses look to streamline operations and increase customer loyalty.
With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
Here at EdgeTier, we've just reached a milestone on the EdgeTier system. We are introducing our first Generative AI feature
We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
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