React faster to emerging customer issues and keep CSAT high.
EdgeTier Sonar
Keeping track of high-volume, multilingual customer conversations can be overwhelming. Agents can't catch and report every issue, and even if a problem is noticed, it's hard to pinpoint where it started or how serious it is. EdgeTier monitors your contact centre in real time, helping you address emerging issues before they escalate, even if it’s an issue you’ve never seen before.
Right now, what customer contact issues are occurring that you're completely unaware of?
Before EdgeTier
Counting on agents to spot and raise customer issues.
Being stuck with rigid dashboards and isolated data, which slows down your ability to respond to customer issues.
Feeling stressed out because you can't figure out how to quantify what's gone wrong.
Unresolved customer problems escalate beyond your control affecting CSAT & NPS scores.
After EdgeTier
Stay informed with Proactive AI alerting, catching unforeseen issues before your agents even notice them
Stay updated in real-time across all channels and customer segments.
Take comfort in knowing that you can easily uncover the root cause of unexpected problems, without any manual effort.
Prevent problems from getting out of hand, tackle them early to avoid surges in contacts, and keep customers satisfied.
How it works
Edgetier Sonar
When customer impacting issues inevitably happen, EdgeTier alerts you immediately with a complete view of what customers are talking about, and which customers are impacted.
Achieve 100% visibility of emerging or unknown contact issues
Complete Visibility
Our AI learns about ‘normality’ within your contact centre-how your customers phrase things, the words they use and their language patterns. By understanding what normal looks like, it can alert you to hidden issues buried within the details of individual conversations.
Identify the root cause of an unusual contact pattern and assess its impact
Anomaly detection with answers
Understand the scale and seriousness of an emerging issue with clear insights into how big the issue is, the affected customer segments, what they are saying, and the reasons behind it.
Address issues before they have a chance to escalate
Reliable data for your team
By quantifying the number of customers affected, you can share data with other parts of the business and ensure action is taken as quickly as possible. This allows you to hand off responsibility to the right team without any guesswork.
Minimise risk to CSAT and save time
Always on, always listening
Easy set up and seamless integration
Easy Set Up
Customer-Focused Leaders Trust EdgeTier
Vladimir Greavu
BBG Director of Customer Service
"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."
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
Deborah Guivisdalsky
COO
"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."
Find out how EdgeTier can help you protect the customer experience.
Book a 30-minute demo session to learn how to detect emerging contact patterns and stay ahead.
Book a demo