Anomaly Detection for Customer Contact Centres
You’re struggling to monitor every conversation and metric in a complex contact centre.
Edgetier Alerts learns your contact centre patterns and automatically surfaces errors and anomalies to you.
Stop watching dashboards and hunting for data. Let insights find you.
Try WatchTower on your Contact Centre Data
Contact Centre monitoring and alerting
EdgeTier Alerts is an AI product that monitors your customer conversations and contact centre activity for unusual patterns and anomalies.
Benefits of anomaly detection
Stop watching dashboards, let AI do the worrying for you. Proactively get notified about anomalies and events effecting customer experience as soon as they start.
Better Customer Experience
EdgeTier alerts you with immediate notifications of abnormal customer conversations, trending topics, and missing SLAs. Fix service issues for your customers and users faster.
Peace of Mind
Checking dashboards and reports daily for anomalies? Worried about reacting too slowly to anomalies and external events?
Artificial intelligence can monitor your KPIs and conversations.
Root Cause Analysis
Are you losing valuable time monitoring dashboards and hunting through data for root causes?
Stop. Let Edgetier Alerts scan metrics and conversations and show you what's going wrong with only a few clicks.
EdgeTier has built Alerts after real experiences with work-force management (WFM) and real-time analysis (RTA) teams at contact centres. EdgeTier uses state of the art machine learning methods to monitor real-time contact centre data, detect anomalies, and produce only the most pertinent alerts for managers.
How it Works
Our AI integrates with your existing contact centre management system (Zendesk, Salesforce, Freshdesk, Twilio Genesys etc.) through an API.
EdgeTier’s AI engine learns what your customers talk about and how your contact centre operates so that it can inform you as soon as issues occur. Detect anomalies as they occur.
Monitor trending topics and metrics
EdgeTier Alerts can track customer conversation topics and issues as well as all traditional contact centre metrics and customer service KPIs in real time.
Receive alerts when queue times are off compared to volumes, agents online don’t match the demands, or there are more inbound questions about credit card payments than there should be.
Whatever drives success at your contact centre, EdgeTier can watch.
Get results and show value quickly.
Our AI uses data from your existing contact centre systems. Simply plug in, set up the data integration, and let EdgeTier Alerts do its work.
We integrate with all major contact centre providers, including Genesys, Cisco, Zendesk, LivePerson and Salesforce. Using another system? Ask us for details.
Has your team embraced remote working?
Are you finding it hard to get a feel for what customers are talking to agents about or what is happening ‘on the floor’?
Edgetier Alerts brings the contact centre pulse back to your fingertips, no matter where you, your advisors, or your customers are located
Accelerate your team
Why embrace alerts?
At your contact centre, what is the cost of missing an event that has a negative customer satisfaction effect?
AI Alerting will give you the tools to reduce the time-to-reaction and the peace-of-mind to know your centre is safe.
See for yourself
Demo Edgetier Alerts at your contact centre, and we'll tell you when you would have been alerted over the last 12 months.