Now Detecting Empathy: Sentiment Analysis for Customer Support That Captures the Human Side
In customer support, technical accuracy and quick resolution will always matter. But what makes the real difference—what your customers actually
Resource Library
EdgeTier Conversation Intelligence Library
Leveraging our experience in analysing hundreds of thousands of customer interactions daily, we’re excited to share unique insights on delivering best-in-class customer experiences through AI and machine learning—without losing the human touch.
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Live Webinar: Beyond Support – Using Contact Centre Data to Drive Strategic Decisions
Tuesday, June 17 · 15:00pm – 16:00pm BST | 10:00am – 11:00am EST Your contact centre knows what your customers
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How PowerPlay used EdgeTier to catch critical issues and protect 50% of daily revenue during a platform migration
Who we spoke with: Robert Davies, Consultant at Powerplay and Ivan Ivanov, Customer Service Manager at PowerPlay Industry: Online Gaming
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Spotlight What Matters Most in Your Customer Conversations
Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions
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Fixing Confusion: Elevating emotion detection for smarter customer support
We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing
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EdgeTier at ICE Barcelona | iGaming Player Insights & Support Analytic
We’re excited to attend ICE in Barcelona and connect with leaders in the iGaming industry. At EdgeTier, we help customer
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What’s New at EdgeTier: Anomaly detection summaries & agent QA wrapped for 2024
Discover how EdgeTier’s latest AI-powered updates can optimise your contact centre, including anomaly detection summaries, agent QA, and custom charts.
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How Belmond cut response time by nearly 20 hours with AI-driven auto-tagging
Streamlining support with automated interaction summaries and tagging for faster, more accurate customer support in Salesforce.
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EdgeTier Ranks #11 in Deloitte’s 2024 Technology Fast 50 Awards
We earned a spot on Deloitte's Technology Fast 50 Awards -- again!
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Modern Quality Assurance: How to do customer service QA the right way
Make agent QA both effective and efficient by blending AI and human expertise.
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Showing the Boardroom the Strategic Value of Your Contact Centre
UPDATE: Did you catch our webinar with our CCO Bart? It was a great convo about how to extract insights
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Driving a cultural shift at Abercrombie & Fitch Co.
Driving a cultural shift by allowing customer support to be at the heart of data-driven decision-making.
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CCW Europe – October 2024
Come and visit EdgeTier in Amsterdam at the future of customer engagement event! In October 2024, the Customer Contact Week Europe
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New Website Launch
EdgeTier Unveils New Website – A Bold Leap Forward in AI-Driven Customer Service Solutions EdgeTier, the AI-powered customer service platform
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How Novibet use EdgeTier as their real-time voice of the customer
EdgeTier insights delivered savings equivalent to 6 full-time employees, empowering Novibet to lead in the competitive online gaming industry.
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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.
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How Berlin Brands Group used AI-powered conversation intelligence to conquer return rates & raise NPS (+70)
From Reactive to Proactive: Leveraging the voice of the customer to become the company’s insights engine.
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AI-Powered Interaction Summaries are now available in EdgeTier
Here at EdgeTier, we've just reached a milestone on the EdgeTier system. We are introducing our first Generative AI feature
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EdgeTier now integrates with Zendesk Eventbridge
We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with
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Embracing AI to scale CarTrawler’s contact centre
Using AI-enabled agent assist to reduce chat handling time by 25%.
