2 March 2026Contact center management has always been a job of contradictions. You’re expected to keep service levels stable while volumes shift…
4 March 2025Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions…
16 January 2025We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing…
20 December 2024Discover how EdgeTier’s latest AI-powered updates can optimise your contact centre, including anomaly detection summaries, agent QA, and custom charts.
9 September 2024We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with…
6 June 2023Sentiment analysis allows the discovery of satisfaction or frustration amongst your customer messages and survey responses. In this post, we…
6 June 2023The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly…
15 February 2023The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management of contact…- 1 August 2022In this article, we're looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as…
25 March 2022Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times.…
