Improve customer support efficiency by automatically directing queries to the best-suited agent. Customers receive accurate and prompt answers, leading to higher satisfaction rates and a quicker first time contact resolution.
Real-time guidance ensures agents say the right thing at the right time, with empathy and a human touch. Agents are prompted with the ideal response that they can edit and personalise.
Customer queries require agents to gather data from multiple systems (CRMs, POs, Orders, etc). EdgeTier gives you all the data needed for every customer interaction to easily reference without clicking away from the conversation.
With skills-based routing and automation, the right queries are directed to the right agents based on workload, language, technical expertise and more. This way even during agent onboarding and peak times your customers receive helpful responses quickly.
Agents are happier and perform better when they handle queries in their area of expertise, leading to higher job satisfaction and better outcomes all around.
EdgeTier is ready with integrations to all major contact centre systems, such as Salesforce, Live Person, Zendesk, Kustomer etc. as well as a simple API to connect to in-house systems.
Go live in less than 2 hours, with zero IT time required from your team.
