EdgeTier is a comprehensive customer conversation analytics platform that leverages AI to provide actionable insights, helping customer service teams enhance their customer experience and operational efficiency.

Key Features:

• EdgeTier provides real-time anomaly detection through its Sonar tool, which scans and analyzes every customer message to identify unusual contact patterns and alert teams to issues needing immediate attention.
• The platform automates the tagging and analysis of customer interactions, offering quick and reliable insights into customer contact reasons, thereby reducing the need for manual analysis.
• EdgeTier's Coach tool enhances agent performance by providing focused coaching and clear guidance, allowing for faster training and improvement of customer service agents.

Use Cases:

• Customer service teams can use EdgeTier to react immediately to emerging customer issues with automatic alerts, ensuring no customer issue goes unnoticed.
• Businesses can leverage EdgeTier to automate the analysis of customer interactions, allowing teams to focus on improving customer experience rather than manual data processing.
• EdgeTier assists in managing agent performance by providing targeted coaching and feedback, helping to improve the quality of customer support.

Benefits:

• EdgeTier enables businesses to uncover the root causes of customer issues without manual effort, providing a full view of customer interactions and their impacts.
• The platform reduces agent handling time by automating repetitive tasks and providing agents with the necessary context to respond effectively, thus increasing support team speed and efficiency.
• EdgeTier integrates seamlessly with existing software, allowing businesses to enhance their current processes without significant IT involvement, and can be operational in less than two hours.