In Search of customer service Excellence

The EdgeTier Team thoughts on all things customer service, artificial intelligence, and agent efficiency.

edgetier can rapidly decrease handling time for emails

the EdgeTier Blog

On this page, we share news from EdgeTier products, our thoughts on customer service best practices, and we try to distil the world of customer service automation and AI to easily digestible and useful posts for our customers and readers.

Ciarán Tobin

EdgeTier version 5.22: Departments, email routing, skill editing

In this latest update to EdgeTier agent assist, we have added the ability to separate users into isolated teams with Departments, set up logic to perform custom email routing with Email Routing Rules and the ability to modify skills with Skill Editing.  Departments Some contact centres have separate teams or departments that work independently from

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customer service agent working from home
Daniel Murray

5 Ways ai is improving the life of contact center managers

5 Ways ai is improving the life of contact centers managers Contact center managers can struggle under the weight of delivering great service, while also being expected to provide valuable customer insights to the wider business.  It’s a tough gig. Based on Harvard Business Review research, during the 2020 and 2021 Covid crisis, companies saw hold

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clock image to represent time saving for email customer service with automation.
Daniel Murray

react to issues faster with contact centre ai

Problem If you are running a customer service centre, do any of the below apply to you? 1. You rely on agents to spot customer issues You rely on agents to spot customer-impacting issues on top of their already overloaded day.  This can lead to slower reaction times and missed issues.  2. You can’t prove

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Ciarán Tobin

EdgeTier version 5.20: Offline chat deflection and live searched chats

Offline Chat Deflection & live searched chats are here Today, we’re announcing two exciting new features. Offline Chat Deflection will allow customers to start a chat with our bot even when no agents available; eventually giving the customer the option of submitting their chat to the email queue to be handled later. Live Searched Chats means that new incoming

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Daniel Murray

Using AI to Improve Customer Experience

Importance of Customer Experience  According to Forbes organisations with superior customer experience bring in 5-7 times more revenue than competitors that lag in customer experience. Fonolo reports that 89% of consumers who experience poor service will leave for a competitor. The current process in contact centres tends to have many manual and inefficient elements when

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Daniel Murray

Analytics Innovation Award Finalists

It’s exciting times around EdgeTier HQ.  We’re delighted to be in the final of the Analytics Innovation Awards. The award recognises the use of a progressive, analytics-based approach to solve a business challenge or to create new business opportunities.  We like the sounds of that.   The Awards are live at 3pm on June 17th 

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Daniel Murray

HOLIDAY EXTRAS use ai alerting to improve travel Contact Centre metrics

”EdgeTier have allowed us to reach new levels of customer experience” Ian Copley Director of Operations, Holiday Extras   The EdgeTier Mission At EdgeTier, we’re driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our AI software is

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customer service agent working from home
Daniel Murray

how cartrawler revolutionised customer support with award winning ai

“EdgeTier is no ordinary software product … It has completely changed how we work at CarTrawler.” James Waghorn Director of Customer Contact, CarTrawler   The EdgeTier Mission At EdgeTier, we’re on a mission to help contact centres with a technology-driven approach. We are driven to optimise contact centre metrics with our customer service software by

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YapStone use Arthur Agent Assistance for Customer Service
Daniel Murray

How Marketplace Contact Centres Are Scaling Chat & Email

“The EdgeTier deployment was completely painless. EdgeTier took the time to understand our business in depth.” Pete Rowan Executive Vice President, Yapstone   The EdgeTier Mission At EdgeTier, we’re driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores. Our

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Exceptional Email Performance

Reduce average handling times for email by up to 80%, while improving customer experience scores. Talk to EdgeTier Today.

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