Voice of Customer Analytics: Turning Support into Strategy
Contact centres use voice of customer (VoC) analytics by systematically collecting and analysing signals from every support interaction, like calls,
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.
Table of contents
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.
- Read more
- Read more
Why 95% of AI Projects Fail, And What Day One Should Actually Look Like
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
- Read more
Travel Contact Centre Management: How to Handle Peak Season Demand
Summer peak is THE moment of truth for travel brands. Demand surges, operations get tested, and customers' tolerance for friction
Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
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."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
Unlock AI Insights