Resource Hub
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.
Where and Why to apply AI in your contact centre
The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The...
AI Powered Quality Assurance (QA) and Agent Reviews
The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management...
Five Agent Assist applications for contact centres
In this article, we’re looking at agent assist approaches for customer care centres. Agent assist has become increasingly...
Using AI to Label Contact Centre Contacts and Surveys
Text classification techniques can be used by contact centres to enhance reporting, improve auto responses, and reduce agent...
Contact Deflection, Chatbots, and Customer Assistance
Customer contact deflection with chatbots; it’s the quintessential example of AI for a contact centre. The instant a...
EdgeTier Version 5.22: Departments, Email Routing, Skill Editing
In this latest update to EdgeTier agent assist, we have added the ability to separate users into isolated...
Analyse Customer Sentiment on Zendesk Ticket Comments
Customer sentiment analysis involves discovering customer attitudes towards products and brands. We are going to perform sentiment analysis...
WatchTower September Release: Emotions, Metrics, and Interaction Views
Do you remember, the 21st night of September? You will have to forgive us as it’s not quite...
React to Issues Faster With Contact Centre AI
Problem If you are running a customer service centre, do any of the below apply to you? 1....
EdgeTier Version 5.20: Offline Chat Deflection & Live Searched Chats
Offline Chat Deflection & Live Searched Chats Are Here Today, we’re announcing two exciting new features. Offline Chat Deflection will...
Using AI to Improve Customer Experience
Importance of Customer Experience According to Forbes organisations with superior customer experience bring in 5-7 times more revenue...
Analytics Innovation Award Finalists
It’s exciting times around EdgeTier HQ. We’re delighted to be in the final of the Analytics Innovation Awards....
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