Meet our Agent QA Reviews feature: Faster evaluations and targeted feedback
With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
Articles & News
Learn more about EdgeTier products, customer service best practices, and discovery how customer service automation and AI can give your contact centre the competitive edge.
With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
Here at EdgeTier, we've just reached a milestone on the EdgeTier system. We are introducing our first Generative AI feature
We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with
At EdgeTier, we’re thrilled to announce that we have achieved ISO 27001 certification, awarded by the British Assessment Bureau. This
This funding will enable us to meet the growing demand for our real-time AI analytics platform and continue to help
Foreword Since launching to the market in early 2021, EdgeTier’s intelligent monitoring and alerting software has established itself as the
Travel Contact Centres Stay Alert With WatchTower AI Background: the travel industry The travel industry is a spinning plate
The Department of Foreign Affairs chooses EdgeTier to provide digital customer-care using EdgeTier’s next-generation live-chat technology.
We all know that good customer service is important, but what does good customer service actually mean? In this post
"The EdgeTier deployment was completely painless. EdgeTier took the time to understand our business in depth.” Pete RowanExecutive Vice President,
Sentiment analysis allows the discovery of satisfaction or frustration amongst your customer messages and survey responses. In this post, we
The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly
The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management of contact
In this article, we're looking at agent assist approaches for customer care centres. Agent assist has become increasingly popular as
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent handling times.
Customer contact deflection with chatbots; it's the quintessential example of AI for a contact centre. The instant a customer first
In this latest update to EdgeTier agent assist, we have added the ability to separate users into isolated teams with
Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis on comments
Do you remember, the 21st night of September? You will have to forgive us as it's not quite the 21st
Contact center managers can struggle under the weight of delivering great service, while also being expected to provide valuable customer