Articles & Blogs
From data points to deep customer insights
Learn how to cut contact volume and protect your CX. Our blog shares practical strategies to help you gain full visibility into every interaction and address the issues that matter most to your customers.
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...
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...
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...
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...
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...
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....
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...
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...
Analytics Innovation Award Finalists
It’s exciting times around EdgeTier HQ. We’re delighted to be in the final of the Analytics Innovation Awards....
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 ...
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...
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...
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