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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.
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Travel Contact Centres exceed SLAs with AI Monitoring Alerts

Travel Contact Centres Stay Alert With WatchTower AI   Background: the travel industry  The travel industry is a spinning plate […]
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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 teams with […]
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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 the 21st […]
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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 allow customers […]
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Analytics Innovation Award Finalists

It's exciting times around EdgeTier HQ.  We're delighted to be in the final of the Analytics Innovation Awards. The award […]
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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 and filtering […]
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EdgeTier Version 5.15: Chat Warnings, Change Skill, Email Enhancements & More

This release includes some helpful additions to help identify any potential issues in the chat queue through Live Chat Warnings. […]
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EdgeTier Version 5.13: Limitless Reporting, Shortcuts, Notes & More

In line with EdgeTier’s key themes of increasing team productivity while delighting with data, this release delivers major new functionality […]
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