What’s New in EdgeTier? Q3 Product Update
From self-serve Sonar anomaly models to a smarter, shareable Ask Spotlight and a fully transparent QA dispute process, here's everything
Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
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Citizens and ensures the promotion and protection of Ireland’s interests throughout
the world.
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
The Department of Foreign Affairs provides a range of essential services to Irish citizens and ensures the promotion and protection of Ireland’s interests throughout the world.
Partnering with EdgeTier, the Autonomous Contact Centre company, The Department of Foreign Affairs provides live-chat services to support Irish citizens with their passport queries and to provide consular advice, and are a key resource for Irish citizens at home and abroad.
Commenting on the services Karen Lynch, Head of Operations in the Passport Service, stated “We are delighted to partner with EdgeTier to provide these important services to Irish citizens. The world is fast becoming digital-first, and EdgeTier’s technology allows us to deliver a highly efficient customer service, while providing a detailed understanding of our performance and the needs of our customers. We wanted a software that was easy to access, and use, and found that EdgeTier fit this brief perfectly’”.
“EdgeTier’s technology allows us to deliver a highly efficient customer service, while providing a detailed understanding of our performance and the needs of our customers”
EdgeTier’s technology enables organisations to deliver high-quality digital customer care, with a focus on operational efficiency and data insights. EdgeTier’s technology enables the people delivering and managing customer service to excel, through a mix of customer service optimised software, artificial intelligence, and automation.
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Customer-Focused Leaders Trust EdgeTier
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
Nick Brazitis
Global Customer Care Manager
"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."
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