Never miss an opportunity for agent improvement with AI-driven agent QA

EdgeTier Coach

With AI analysing 100% of interactions across every support channel, you gain a full, real-time view of agent performance & training needs. Pinpoint hidden problem areas that manual reviews miss, and empower agents to perform at their best with targeted, data-driven coaching.

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Skip the spreadsheets and manual review processes with a comprehensive QA solution.

Achieve total visibility with AI scanning across all agent interactions

Capture Every Coaching Opportunity

Move on from random spot-checks by automatically reviewing 100% of all conversations. Save time and gain full visibility into each agent’s performance in any language and understand their impact on KPIs, like CSAT and NPS, in real-time. Additionally, compare conversations across agents, create AI-backed scoreboards, and identify reasons for repeat contacts.

Achieve total visibility with AI scanning across all agent interactions

Pinpoint conversations worth reviewing with AI-powered insights

Maximise Training With Targeted QA

By harnessing Index’s advanced auto-tagging feature, Coach allows you to easily filter conversations based on your key focuses, like phrasing and customer sentiment, so that you can flag frustrated and problematic interactions. Quickly zero in on which ones need a closer review. 

Pinpoint conversations worth reviewing with AI-powered insights

Ensure fair agent QA evaluations tailored to your needs

Create Customisable Score Cards

Build scorecards that align with your unique customer experience priorities, like adherence to internal policies, and use a combination of human and AI-driven elements to ensure consistent and unbiased agent evaluations across the board. Once completed, reviewers can send real-time feedback to agents for immediate performance impact. 

Ensure fair agent QA evaluations tailored to your needs

Save time and boost assessor efficiency with semi-automated evaluations

Review Faster With Auto-Scoring

Once an agent review is started, our advanced AI learns your custom review criteria and automatically fills in some answers on your evaluation form. This auto-AI feature speeds up the process so that the assessor can complete reviews more efficiently, focusing their efforts on complex cases and providing better feedback to agents in less time.

Save time and boost assessor efficiency with semi-automated evaluations

Seamlessly integrate scorecard results for easy management and flexible reporting

Keep Your Data in One Place

After reviews are completed, your data is instantly pulled into EdgeTier’s comprehensive reporting system. Easily access and analyse all of your metrics, scores, and interactions in one place to find out the information you need, like agent pass rate and review scores across markets, brands, or teams. Agents also have their own view of their evaluations and metrics, giving them real-time insight into their performance and encouraging accountability.

Seamlessly integrate scorecard results for easy management and flexible reporting

Customer-Focused Leaders Trust EdgeTier

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    "I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."

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    "We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."

  • EdgeTier Assets - Abercrombie Logo

    "The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."

What our customers say

Real-time insights and powerful AI agent quality assurance

How Novibet uses EdgeTier to listen to the voice of the customers and achieve savings equivalent to six full-time employees.

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Find out how EdgeTier can help you protect the customer experience.

Book a 30-minute demo session where we show you how we can remove the need for manual analysis and build amazing customer experiences.

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