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EdgeTier
Unlock actionable insights from your customer conversations

EdgeTier
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Home: https://www.edgetier.com

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What is EdgeTier?

EdgeTier is a comprehensive conversation intelligence platform that analyzes customer interactions in real-time, helping businesses transform their customer service operations. The platform combines advanced AI technology to scan and process millions of customer messages daily, providing immediate insights into customer issues, sentiment patterns, and agent performance.

The platform consists of four main components: Sonar for anomaly detection, Index for customer insights, Coach for agent quality assurance, and Assist for improved handling time. With capabilities spanning from automated message tagging to performance monitoring, EdgeTier enables organizations to deliver superior customer experiences while reducing manual effort and response times.

Features

  • Real-time Anomaly Detection: 24/7 monitoring of customer messages to identify unusual patterns
  • Automated Message Tagging: AI-powered categorization and summarization of customer interactions
  • Agent Performance Monitoring: Comprehensive QA and coaching system for support teams
  • Multi-language Support: Analysis of customer conversations across different languages
  • Automated Response Assistance: Reduces agent handling time with AI-suggested responses
  • Integration Capabilities: Seamless connection with major customer service platforms

Use Cases

  • Proactive issue detection in customer service
  • Customer sentiment analysis and tracking
  • Agent training and performance improvement
  • Quality assurance automation
  • Customer interaction analysis
  • Support team efficiency optimization

FAQs

  • Is EdgeTier suitable for my business?
    EdgeTier partners with businesses in retail, travel, iGaming, and utilities, particularly those with customer service teams of 25-250 agents handling high volumes of B2C inquiries in multiple languages.
  • What platforms does EdgeTier integrate with?
    EdgeTier integrates with most major customer service platforms including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent, and offers API connectivity for in-house systems.
  • How long does implementation take?
    EdgeTier can be implemented in less than 2 hours, with zero IT time required from your team.

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