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The conversational intelligence library

Master the "why" behind your contact spikes. Access expert resources on using real-time insights to solve issues at the root and deliver a best-in-class customer experience.

Showing 12 resources (of 118)

    What happens when agentic AI becomes your contact centre analytics team

    As anyone reading this knows, most contact centre leaders aren’t short of data, they’re short of time to...

    EdgeTier x Novibet Testimonial - Customer success story

    How Novibet turned customer conversations into a company-wide strategic asset

    Novibet use EdgeTier to detect issues in minutes, run a real-time voice of the customer programme across 9...

    MCP

    EdgeTier MCP: Your Data, Your Tools

    EdgeTier captures what’s happening in your contact centre in extraordinary detail; every conversation, every frustration signal, every spike...

    Novibet

    Staying ahead of customer issues when it matters most, with Novibet

    We sat down with Afroditi Pina, Customer Operations Director at Novibet, for a conversation about something most iGaming...

    AWS

    EdgeTier is now available on AWS Marketplace

    Enterprise contact centre teams can now procure EdgeTier through the AWS Marketplace EdgeTier is now listed on the...

    Spotlight

    Your Contact Centre Is Sitting on a Goldmine. Spotlight Helps You Dig

    There’s a number that should bother every customer experience leader: 2-5%. That’s the share of contact centre interactions...

    Ask Spotlight

    Ask Spotlight: your contact centre data answering back

    For years, the promise of contact centre analytics has been: all your customer conversations, in one place, organised...

    voice of the customer template

    Voice of the Customer Templates and Frameworks

    Templates and frameworks are useful when they help you think more clearly (and useless when they substitute for...

    voice of the customer analysis

    Voice of the Customer Analysis: How to Do It at Scale

    Most contact centre teams know they should be analysing customer feedback more systematically. Most of them are also...

    Using AI to Stay Ahead of Customer Issues During Your Busiest Moments edgetier

    Using AI to Stay Ahead of Customer Issues During Your Busiest Moments

    High volumes, slim margins for error, and customers who expect the same experience regardless of how busy you...

    voice of customer analytics

    Voice of Customer Analytics: Turning Support into Strategy

    Contact centres use voice of customer (VoC) analytics by systematically collecting and analysing signals from every support interaction,...

    Speech analytic metrics

    Speech Analytics Reporting: Metrics That Matter

    Most contact centres are not short of data. They have dashboards tracking call volume, average handle time, service...

    Trusted by leading brands
    to deliver measurable CX impact

    We are now able to proactively identify the main complaints that the customers are having about our product.
    12 months ago, payments accounted for more than 20% of our total contact volume. EdgeTier helped us drill into the root causes. Now, payment contacts are down to 12–13%
    Novibet has saved close to six full-time employees during the last six months from efficiencies.
    EdgeTier’s platform has allowed us to deliver better customer experience!
    EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
    We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues.
    We relaunched our entire web and mobile platform earlier this year. Within the first few hours of go-live, EdgeTier flagged 3 critical issues that would have gone completely unnoticed.
    EdgeTier has improved data visibility and has ultimately helped us understand our business better
    We love that the EdgeTier team is very hands-on. It is also exciting to be able to influence the future capabilities of the tool.
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