Articles & News
- Meet our Agent QA Reviews feature: Faster evaluations and targeted feedback (17 September 2024)
- AI-Powered Interaction Summaries are now available in EdgeTier (9 September 2024)
- EdgeTier now integrates with Zendesk Eventbridge (9 September 2024)
- Celebrating Our ISO 27001 Certification: What It Means for You (22 May 2024)
- EdgeTier raises €6m in Series A round led by Smedvig Capital (13 June 2023)
- Why Contact Centres Must No Longer Gamble On Missing Customer Issues (9 June 2023)
- Travel Contact Centres exceed SLAs with AI Monitoring Alerts (9 June 2023)
- 7 Ways AI can Supercharge Agent Performance (9 June 2023)
- What is Good Customer Service? (6 June 2023)
- How Marketplace Contact Centres Are Scaling Chat & Email (6 June 2023)
- Customer Sentiment Analysis for contact centres (6 June 2023)
- Where and Why to apply AI in your contact centre (6 June 2023)
- AI Powered Quality Assurance (QA) and Agent Reviews (15 February 2023)
- Five Agent Assist applications for contact centres (1 August 2022)
- Using AI to Label Contact Centre Contacts and Surveys (25 March 2022)
- Contact Deflection, Chatbots, and Customer Assistance (14 March 2022)
- EdgeTier Version 5.22: Departments, Email Routing, Skill Editing (28 October 2021)
- Analyse Customer Sentiment on Zendesk Ticket Comments (21 September 2021)
- WatchTower September Release: Emotions, Metrics, and Interaction Views (16 September 2021)
- 5 Ways Ai is Improving the Life of Contact Center Managers (1 July 2021)
- React to Issues Faster With Contact Centre AI (22 June 2021)
- EdgeTier Version 5.20: Offline Chat Deflection & Live Searched Chats (16 June 2021)
- Using AI to Improve Customer Experience (10 June 2021)
- Analytics Innovation Award Finalists (24 May 2021)
- Holiday Extras use AI Alerting to Improve Travel Contact Centre Metrics (19 May 2021)
- How Cartrawler Revolutionised Customer Support with Award Winning AI (13 May 2021)
- EdgeTier Version 5.17: Full-text Search & Filter Improvements (26 April 2021)
- EdgeTier Version 5.15: Chat Warnings, Change Skill, Email Enhancements & More (11 January 2021)
- EdgeTier Version 5.13: Limitless Reporting, Shortcuts, Notes & More (27 November 2020)
- Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat (13 August 2020)
- Anomaly Detection - Can it help in Contact Centre Management? (11 August 2020)
- What Is Good Customer Service For Utilities? (18 June 2020)
- What Is Good Customer Service For Retail? (15 June 2020)
- Agent Stress: Identification and Management in Contact Centres (2 March 2020)
- CCMA Awards 2019 (21 November 2019)
- Is a Lack of Personalisation Driving Down Customer Experience Scores? (24 October 2019)
- Enhancing Customer Service Performance With AI - Interview (3 October 2019)
- Why Bother Assisting Agents In Customer Service? (20 May 2019)
- CCMA Members Forum - CarTrawler & Edgetier - Using AI to deliver seamless customer experiences and drive commercial results (18 March 2018)
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Case Studies
- Driving a cultural shift at Abercrombie & Fitch Co. (7 October 2024)
- How Novibet use EdgeTier as their real-time voice of the customer (17 September 2024)
- How Berlin Brands Group used AI-powered conversation intelligence to conquer return rates & raise NPS (+70) (16 September 2024)
- Embracing AI to scale Car Trawler Contact Centre (4 September 2024)
- Tracking Codere's agent comments and highlights issues in real-time. (4 September 2024)
Events
- CCW Europe - October 2024 (26 September 2024)
- New Website Launch (18 September 2024)
- CCW Event (18 March 2024)
Integrations
- Partoo (24 September 2024)
- Genesys (24 September 2024)
- Amazon Connect (24 September 2024)
- Intercom (24 September 2024)
- Five9 (24 September 2024)
- Exchange (11 September 2024)
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- SnapEngage (11 September 2024)
- SAP (11 September 2024)
- Playtech (11 September 2024)
- Front (11 September 2024)
- Dynamics 365 (11 September 2024)
- Qualtrics (11 September 2024)
- Delighted (11 September 2024)
- LiveAgent (11 September 2024)
- LiveChat (11 September 2024)
- Live Person (11 September 2024)
- Kustomer (11 September 2024)
- EdgeTier Assit (11 September 2024)
- Salesforce (11 September 2024)
- Fresh Desk (11 September 2024)
- Zendesk (11 September 2024)
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