EdgeTier
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About
EdgeTier is a comprehensive customer conversation intelligence platform that leverages artificial intelligence to analyze customer interactions in real-time. It delivers actionable insights from support conversations, helping businesses improve customer service and enhance agent performance. Key features include proactive anomaly detection (EdgeTier Sonar), customer attitude analysis (EdgeTier Index), agent quality assurance and coaching (EdgeTier Coach), and AI-assisted chat and email handling (EdgeTier Assist). The platform integrates effortlessly with various customer service systems, facilitating seamless operations with minimal manual effort.
Platform
Features
• proactive anomaly detection
• real-time conversation analysis
• efficient chat and email handling integration
• automated agent coaching and quality assurance
• ai-powered customer sentiment insights
FAQs
What is EdgeTier?
EdgeTier’s AI technology scans and analyzes every customer and agent message in real-time, allowing teams to react to customer issues as they emerge with minimal manual effort.
Is EdgeTier suitable for us?
EdgeTier partners with various businesses in retail, travel, iGaming, and utilities, typically with customer service teams from 25 to 250 agents.
Who is behind EdgeTier?
EdgeTier is an AI company based in Dublin, Ireland, founded in 2017 by Shane Lynn, Bart Lehane, and Ciarán Tobin.
What is EdgeTier Sonar?
Sonar monitors all contact center messages in real-time to identify unusual patterns and alert teams of emerging issues.
What is EdgeTier Index?
Index analyzes and tags customer interactions instantly, providing insights into customer concerns and issues.
What is EdgeTier Coach?
Coach improves agent quality assurance by monitoring all interactions to identify opportunities for targeted coaching.
What is EdgeTier Assist?
Assist enhances agent performance in handling chat and email communications with tools to provide faster responses.
Will EdgeTier work with our customer service platform?
Yes, EdgeTier integrates seamlessly with major customer service platforms like Salesforce, Zendesk, and others.
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