Track every metric and KPI in your customer service center
Monitor your entire contact operations and customer conversations with AI; understand contact center KPIs in real time and help your agents weather every storm.
Try WatchTower on your Contact Centre Data
How can WatchTower help track Your Customer Service KPIs?
WatchTower is an AI product that not only monitors your customer conversations but also scans your contact center KPIs and metrics around the clock to look for any unusual patterns.
Benefits for Customer Service Managers
Stop watching KPI reports and dashboards, let AI do the worrying for you.
Get notified about changes to your contact center KPIs or quality metrics faster than ever before.
Better Customer Experience
Never leave a system failing or out-of-service-level again. With WatchTower, receive immediate notification of abnormal behaviour, and fix issues for your customer and users quicker.
Peace of Mind
Checking dashboards and KPI reports daily for anomalies? Worried about reacting too slowly to external events?
Stop the stress, and let AI worry about every metric and detail.
Are you losing valuable time monitoring KPI dashboards and hunting through data for root causes?
Stop. Let WatchTower scan customer service KPIs and conversations to show you what's going wrong with only a few clicks.
EdgeTier has built WatchTower after real experiences with work-force management (WFM) and real-time analysis (RTA) teams at contact centers. WatchTower uses state of the art machine learning methods to analyse gigabytes of real-time data and distill it to only the most pertinent alerts for managers.
How it Works
WatchTower monitors your contact center KPIs 24/7 to alert you of anomalies as they occur.
WatchTower’s AI engine learns what your customers talk about and how your contact center operates so that it can inform you as soon as issues occur.
What can you track?
EdgeTier WatchTower can track customer conversation topics and issues as well as all traditional contact center KPIs and metrics in real time.
- Service Quality KPIs
- Contact Center AHTs
- Abandon Rate
- Customer Satisfaction KPIs
- Conversation Topic Distribution
- Agent Performance KPIs
- Customer Service KPIs
- WFM Performance
- Topic Detection
Whatever drives success at your contact center, EdgeTier can automatically track and monitor in real time.
Get results and show value quickly.
WatchTower uses data from your existing contact center systems. Simply plug in, set up the data integration, and let WatchTower do its work.
We integrate with all major contact center providers, including Genesys, Cisco, Zendesk, LivePerson and Salesforce. Using another system? Ask us for details.
Has your team embraced remote working?
Are you finding it hard to get a feel for what customers are talking to agents about or what is happening ‘on the floor’?
WatchTower brings contact center metrics and KPIs back to your fingertips, no matter where you, your advisors, or your customers are located
Accelerate your team
At your contact center, what is the cost of missing an event that has a negative customer satisfaction effect?
WatchTower will give you the tools to reduce the time-to-reaction and the peace-of-mind to know your center is safe.
See for yourself
Turn on WatchTower at your contact center, and we'll tell you when you would have been alerted over the last 12 months.
Only sign up and pay for ongoing alerting and reporting.