Your Contact Centre’s Lack of Visibility is Causing an Experience Gap
The Experience Gap is real, and it’s being made worse by your lack of visibility. The good news is we
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
When AI Customer Support Fails: Why High-Stakes CX Moments Still Need Humans
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
- Read more
How QA Turns Every Customer Conversation Into a Retention Strategy
Customer churn doesn’t start with lost sales, it starts in conversations.Refund friction, unresolved issues, confusing policies, and low-empathy responses quietly
Customer-Focused Leaders Trust EdgeTier
Quentin Bottner
Head of Continuous Improvement
"We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth—it’s much easier to align and act"
Giovane Nicolau Junior
Head of Operations Performance
"EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error."
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