The insights and guidance you need to continually improve customer satisfaction.
The EdgeTier Conversational Intelligence Platform helps brands dramatically improve their customer experience by uncovering valuable insights hidden within their support and survey messages. Having 24/7 insights into customer attitudes, helps you understand customer issues, detect emerging conversational trends in real time, and improve agent performance - putting the contact centre at the heart of customer experience.
Clear understanding of customer attitudes
Immediate AI-driven alerting for customer issues
Automatically quantify contact drivers
Detect issues with agent performance
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Sleep easier knowing the system is always watching, always on, always fast.
0%
of alerts are raised before the customer service team even realizes there's an issue
0%
of alerts accurately quantify the number of customers impacted
0
agent hours saved on average per month
Trusted by the World’s Leading Global Brands
We give your contact centre the Competitive Edge
Off-the-shelf software is great when you are starting out, but once you go beyond twenty agents, it’s time to introduce real efficiency and increase insights. Here is what we deliver:
AI-Powered Agent Quality Assessment
Scale and automate quality assessment with Agent Review. Real-time feedback on 100% of customer conversations to transform NPS and CSAT.
Clearly understand what your customers are saying and receive real-time alerts on emerging trends or topics to ensure you are never scrambling to understand issues.
“The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch.”
Deborah Guivisdalsky
COO
"We are now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed for days."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
EdgeTier's Artificial Intelligence (AI) technology scans and analyses every single customer and agent message in real-time, allowing teams to react to customer issues as they emerge, typically before anybody has even noticed there is an issue. EdgeTier's platform also provides a clear understanding of what is causing customer frustration and happiness, and where customer service agents are having problems. All in real-time, all with minimal manual effort.
EdgeTier partners with various businesses in retail, travel, iGaming, and utilities. These companies have customer service teams ranging from 25 to 250 agents who interact with customers through chat and messaging. They usually deal with high volumes of customer inquiries in a B2C setting, often in multiple languages.
EdgeTier is an AI company based in Dublin Ireland. Founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017, the company builds products that help customer centric organisations access and use the insights contained within their customer conversations. With backgrounds in software engineering, machine learning, and technology entrepreneurship, the founders have built a company that now serves B2C companies operating in travel, igaming, retail, and government sectors through Europe and the Americas.
At a busy, multilingual contact centre, it’s close to impossible to keep track of the conversation topics that are ongoing at any one time of the day. Even if you could listen to several hundred agents simultaneously, identifying and extracting patterns from their communications would be impossible.
The EdgeTier Sonar system does just this, it watches what is going on, so that you don’t have to. Our AI learns about ‘normality’ within your contact centre; how your customers phrase things, words and the language they use. By understanding what normal looks like, it brings to light the hidden opportunities and risks buried within the details of individual conversations.
EdgeTier's Index is a tool designed to extract key insights from customer service interactions, providing a concise snapshot of information. It helps users quickly understand and analyse large volumes of text, calls, surveys and tickets, providing fast and detailed insights from every customer interaction - arming your team with intelligent insights for confident business decisions.
Rather than rely on random and manual spot-checks for agent quality assurance, EdgeTier's AI monitors all agent messages to detect the things important to your customer service team. Detect off-brand language, banned words or phrases, spelling and grammatical errors, excessive template usage, generation of repeat contacts, or any other quality issues in agent conversations. 100% of conversations are monitored 100% of the time.
EdgeTier Assist is a modern chat and email handling system for customer service agents in high volume customer facing contact centres. Assist specialises in improving agent contact centre performance by sending messages to the right agent automatically, retrieving helpful customer information for agents and automated wrap up processes after chats.
EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc).
Backed by World-Class Investors
EdgeTier is backed by investors who believe in the vision of AI and machine learning permeating every aspect of contact centre operation, realising new levels of efficiency and automation.
