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.
Skip the spreadsheets and manual review processes with a comprehensive QA solution.
Comprehensive Coverage
Ensure full visibility into agent performance to catch critical issues that spot checks can miss.
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Data-Driven Coaching
Pinpoint problem areas to provide targeted and actionable feedback, empowering agents to do their best work.
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All-in-One Solution
Centralise conversations, scorecards, and reporting into one platform to eliminate the need for multiple tools.
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Efficiency at Scale
Boost productivity with automation, allowing QA teams to review more and improve quality in less time.
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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.
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.
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.
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.
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.
Customer-Focused Leaders Trust EdgeTier
"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."
"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."
"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.
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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