Posts

• EdgeTier raises €6m in Series A round led by Smedvig Capital (13/06/2023)
• Why Contact Centres Must No Longer Gamble On Missing Customer Issues (09/06/2023)
• Travel Contact Centres exceed SLAs with AI Monitoring Alerts (09/06/2023)
• 7 Ways AI can Supercharge Agent Performance (09/06/2023)
• What is Good Customer Service? (06/06/2023)
• How Marketplace Contact Centres Are Scaling Chat & Email (06/06/2023)
• Customer Sentiment Analysis for contact centres (06/06/2023)
• Where and Why to apply AI in your contact centre (06/06/2023)
• AI Powered Quality Assurance (QA) and Agent Reviews (15/02/2023)
• Five Agent Assist applications for contact centres (01/08/2022)
• Using AI to Label Contact Centre Contacts and Surveys (25/03/2022)
• Contact Deflection, Chatbots, and Customer Assistance (14/03/2022)
• EdgeTier Version 5.22: Departments, Email Routing, Skill Editing (28/10/2021)
• Analyse Customer Sentiment on Zendesk Ticket Comments (21/09/2021)
• WatchTower September Release: Emotions, Metrics, and Interaction Views (16/09/2021)
• 5 Ways Ai is Improving the Life of Contact Center Managers (01/07/2021)
• React to Issues Faster With Contact Centre AI (22/06/2021)
• EdgeTier Version 5.20: Offline Chat Deflection & Live Searched Chats (16/06/2021)
• Using AI to Improve Customer Experience (10/06/2021)
• Analytics Innovation Award Finalists (24/05/2021)
• Holiday Extras use AI Alerting to Improve Travel Contact Centre Metrics (19/05/2021)
• How Cartrawler Revolutionised Customer Support with Award Winning AI (13/05/2021)
• EdgeTier Version 5.17: Full-text Search & Filter Improvements (26/04/2021)
• EdgeTier Version 5.15: Chat Warnings, Change Skill, Email Enhancements & More (11/01/2021)
• EdgeTier Version 5.13: Limitless Reporting, Shortcuts, Notes & More (27/11/2020)
• Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat (13/08/2020)
• Anomaly Detection - Can it help in Contact Centre Management? (11/08/2020)
• What Is Good Customer Service For Utilities? (18/06/2020)
• What Is Good Customer Service For Retail? (15/06/2020)
• Agent Stress: Identification and Management in Contact Centres (02/03/2020)
• CCMA Awards 2019 (21/11/2019)
• Is a Lack of Personalisation Driving Down Customer Experience Scores? (24/10/2019)
• Enhancing Customer Service Performance With AI - Interview (03/10/2019)
• Why Bother Assisting Agents In Customer Service? (20/05/2019)
• CCMA Members Forum - CarTrawler & Edgetier - Using AI to deliver seamless customer experiences and drive commercial results (18/03/2018)