The EdgeTier Blog

On this page, we share news from EdgeTier products, our thoughts on customer service best practices, and we try to distil the world of customer service automation and AI to easily digestible and useful posts for our customers and readers.

Agent Assist Customer Service Awards Releases AI

Customer Experience, AI, Automation, Customer Service

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 […]

Customer Experience, AI, Sentiment Analysis

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 learn about how sentiment analysis works, and where best to apply sentiment analysis to your contact centre.

Customer Story

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, […]

Customer Service, Best Practice

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 we break down the results of a comprehensive cross-industry study of digital customer service channels to understand what 'good customer service' actually means.