Give your contact centre a voice
Monitor your entire contact operations and customer conversations with AI; help your agents weather every storm.
Try WatchTower on your Contact Centre Data
What is WatchTower?
WatchTower is an AI product that monitors your customer conversations and contact centre activity for unusual patterns.
Stop watching dashboards, let AI do the worrying for you. Get notified about events effecting quality 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 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 dashboards and hunting through data for root causes?
Stop. Let WatchTower scan metrics and conversations and 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 centres. 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 centre 24/7 to alert you of anomalies as they occur.
WatchTower’s AI engine learns what your customers talk about and how your contact centre 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 centre metrics and customer service KPIs in real time.
Receive alerts when queue times are off compared to volumes, agents online don’t match the demands, or there are more inbound questions about credit card payments than there should be.
Whatever drives success at your contact centre, EdgeTier can watch.
Get results and show value quickly.
WatchTower uses data from your existing contact centre systems. Simply plug in, set up the data integration, and let WatchTower do its work.
We integrate with all major contact centre 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 the contact centre pulse back to your fingertips, no matter where you, your advisors, or your customers are located
Accelerate your team
At your contact centre, 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 centre is safe.
See for yourself
Turn on WatchTower at your contact centre, 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.