Imagine being able to analyse every single conversation, pinpoint knowledge gaps and provide targeted coaching for all agents.
The AI will notify you in advance about areas for improvement and highlight problematic conversations. For example, it will flag instances lacking empathy or where customers were dissatisfied with an agent's knowledge level. You can easily compare agent performance, and track performance trends across teams.
Move from spot-checks to monitor 100% of agent interactions. No more hoping you find issues in a small random selection of historic queries. When you automate QA, it's easier to see how agents are performing and their influence on customer satisfaction.
Spot where knowledge is lacking, figure out what reasons are causing repeat contacts, and pinpoint which areas could benefit from additional training. Coach looks through all of an agent’s customer conversations and uses AI to understand them in real time for targeted coaching opportunities.
Keep track of the metrics and KPIs that are important to you by configuring your own dashboards. Tailor your reports to focus on specific regions, brands, or compare agents, multiple agents and different teams.
See how agents perform across their interactions with all customers. EdgeTier gives you detailed reports on their tone of voice, interactions with customers, spelling and grammar, and how empathetic they are.
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.
