EdgeTier

Reading customer conversations as they happen, EdgeTier gives contact centres and customer engagement teams a view of every interaction. It monitors every interaction in real time, identifies issues and surfaces insights, so that a centre can act on what customers are saying as it happens. The company says its AI engine is built specifically for customer service teams and understands contact centre work and customer queries.

Analysis of every conversation

EdgeTier brings every customer interaction into one source of truth, across regions and languages. The company says its AI analyses all conversations in real time, and tags each contact with the reason it was made. Reports come out of the box, and analysts can access the full data to work with it in their own way.

Ask Spotlight for instant answers

Ask Spotlight is an agentic AI feature built into EdgeTier. It draws on a centre's actual contact history, so that a manager can ask a question, receive an answer, then ask why it happened. The company says the answers include root cause analysis, breakdowns by region, agent and product, and recommendations for action, without the need for SQL or an analyst.

Alerts on emerging issues

The Sonar feature detects anomalies as they happen and sends instant notifications, with 24/7 monitoring of data and interactions. The company says this lets a centre spot a rise in contacts early, reduce the spikes, speed up resolution and protect customer satisfaction and operating costs.

Coaching and quality assurance

The Coach feature uses AI-assisted analysis of every interaction to spot agent performance trends, identify coaching opportunities and reduce the hours spent on quality assurance. A custom scorecard builder and an AI customer experience score are included, so that training can be aimed at the changes that matter most for CSAT and handling time.

Agent assistance and language support

The agent assistant proposes replies for advisers and keeps a personal tone. Real-time translation lets a team member handle a conversation in more than 100 languages, which the company says reduces the need for multilingual staff.

Customers and results

The company names Ryanair, TUI and Holland and Barrett among its customers. It reports that customers have cut chat handling time, improved customer satisfaction scores and caught problems during a platform migration, and it says the software can be integrated with major CRM and contact centre tools, with custom integrations available.