EdgeTier
4.64
0
EdgeTier enhances customer engagement with real-time AI insights, trend detection, search, tagging, and agent coaching.
What is EdgeTier?
EdgeTier is a real-time AI software designed to enhance customer engagement by providing valuable insights to customer engagement teams. It works in real-time, analyzing messages as they are sent and received, and offers features like Sonar for trend detection, Index for search and tagging, and Coach for improving agent effectiveness. EdgeTier is compatible with major contact center software providers, supports multilingual capabilities, and processes millions of messages daily. The software empowers customer engagement teams with advanced AI capabilities to improve efficiency, responsiveness, and customer satisfaction.
Who created EdgeTier?
EdgeTier was founded by Shane Lynn, Bart Lehane, and Ciarán Tobin. Shane Lynn, the CEO, holds a PhD in machine learning and control engineering. Bart Lehane, the CCO, has a Ph.D. in video and audio analysis with machine learning focus. Ciarán Tobin, the CTO, has a background in predictive analytics and data visualization. The company began as a boutique machine learning consultancy firm focused on the customer care industry, analyzing real-life customer queries from various sectors such as travel, insurance, banking, and more. The software EdgeTier provides real-time AI monitoring of conversations to enhance customer experiences, making it compatible with major industry players like Salesforce, Zendesk, and Kustomer.
What is EdgeTier used for?
- Real-time monitoring and alerting of unusual topics (anomalies) for proactive alerts
- AI tagging and reporting for understanding customer conversations
- Improving agent performance with AI-powered QA & Coaching
- Reducing agent handling time with AI-assisted chat and email handling
- Enhancing customer experience by unlocking customer reality and improving retention
- Improving agent quality with 100% visibility into interactions
- Providing personalized agent prompts for faster responses
- Monitoring conversations in real-time to enhance customer experience
- Supporting multilingual capabilities for working across different languages, time zones, and cultures
- Integration with major contact center software providers
- Email Handling time reduction
- Proactive anomaly detection with EdgeTier Sonar
- AI Tagging and Reporting with EdgeTier Index
- Agent performance improvement with AI Powered QA & Coaching from EdgeTier Coach
- Reducing agent handling time with AI assisted chat and email handling through EdgeTier Assist
- Real-time trend detection with EdgeTier Sonar
- Improving agent effectiveness with EdgeTier Coach
- Personalized agent prompts for faster responses using EdgeTier Assist
- Real-time processing of messages with EdgeTier AI Engine
- Alerts raised before noticed by human agents
- Alerts for unexpected customer issues with proactive anomaly detection
- Understanding what Customers are talking about with AI Tagging and Reporting
- Improving agent performance with AI Powered QA & Coaching
- Reducing agent handling time with AI assisted chat and email handling
- Real-time trend detection to react faster to customer communications
- Improving agent effectiveness by providing a comprehensive picture of their performance
- Delivering personalized agent prompts for faster responses
- Empowering customer engagement teams with advanced AI capabilities
- Real-time monitoring and alerting of unusual topics with proactive anomaly detection
- Analysing and tagging customer interactions in real-time for detailed insights
- Improving agent performance with AI-powered quality assurance and coaching
- Helping customer-centric teams improve customer experience and drive retention
- Enhancing agent quality with 100% visibility into agent and customer interactions
- Empowering agents with personalized prompts for faster responses
- Monitoring conversations in real-time to provide valuable insights
- Facilitating efficiency and responsiveness in customer engagement teams
- Supporting multilingual capabilities for working across different languages and cultures
- Reduce agent handling time with AI assisted chat and email handling
- Improve agent performance with AI Powered QA & Coaching
- Understand what Customers are talking about with AI Tagging and Reporting
- Get alerts for unexpected customer issues with proactive anomaly detection
- Improve efficiency and turn agents into superstars
- Provide personalized agent prompts for faster responses
- Enable real-time monitoring and alerting of unusual topics
- Enhance customer engagement with galaxy-class scalability
- Support multilingual capabilities for working across different languages
- Integrate with major contact center software providers
Who is EdgeTier for?
- Customer care teams
- Travel industry professionals
- Insurance industry professionals
- Banking industry professionals
- Utilities industry professionals
- Financial services professionals
- Energy industry professionals
- Customer care teams in industries such as travel, insurance, banking, utilities, financial services, and energy
- Customer Service Managers
- Contact Centre Managers
- Agent Quality Assurance Analysts
How to use EdgeTier?
To use EdgeTier effectively, follow these steps:
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Real-Time Monitoring: EdgeTier's AI engine works in real-time, processing messages instantly as they are sent and received.
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Compatibility & Integrations: EdgeTier integrates seamlessly with major contact center software providers like Salesforce, Live Person, Zendesk, and Kustomer. It also offers a simple API for in-house systems.
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Multi-Lingual Support: EdgeTier AI is designed to work across all languages, time zones, and cultures, making it easy to index, search, and quantify issues across different markets.
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Key Features:
- Sonar: Provides alerts for unexpected customer issues with proactive anomaly detection.
- Index: Analyses and tags customer interactions in real-time for detailed insights.
- Coach: Improves agent performance by offering AI-powered QA and coaching.
- Assist: Reduces agent handling time with AI-assisted chat and email handling.
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Customer-Centric Focus: EdgeTier is trusted by leading customer-focused teams to enhance customer experience, improve retention, and drive customer satisfaction.
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Success Stories: EdgeTier has been successfully implemented by companies like Abercrombie & Fitch, CarTrawler, and Codere Online, showcasing its effectiveness in improving customer service.
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Company Vision: EdgeTier aims to empower customer care organizations by harnessing the power of AI and machine learning to deliver high-quality, personalized care while providing accessibility to valuable data for informed decision-making.
By following these steps and leveraging the features of EdgeTier, customer engagement teams can enhance efficiency, improve responsiveness, and boost overall customer satisfaction.
Pros
- Supports multilingual capabilities for working across different languages and cultures
- Instant real-time AI engine
- Compatibility with major contact center software providers
- Multilingual capabilities
- Integration with existing software stacks
- Real-time communication and data analysis
- Features like Sonar, Index, Coach, and Assist
- Trusted by customer-focused leaders
- Scalability for processing millions of messages daily
- Enhancement of customer engagement teams with AI capabilities
Cons
- Lack of personalization
- Lack of personalization in Edgetier
- No specific cons or missing features mentioned
EdgeTier FAQs
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What is EdgeTier Sonar used for?
- EdgeTier Sonar provides real-time monitoring and alerting of unusual topics (anomalies) to offer proactive alerts on any issue needing immediate attention.
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How can EdgeTier Index help businesses?
- EdgeTier Index analyzes and tags customer interactions in real-time, providing fast and detailed insights into what customers are discussing.
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What functionality does EdgeTier Coach offer?
- EdgeTier Coach helps improve agent performance by providing 100% visibility into agent and customer interactions, allowing for targeted coaching opportunities.
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What is the purpose of EdgeTier Assist?
- EdgeTier Assist aims to reduce agent handling time by offering AI-assisted chat and email handling, empowering agents to provide faster, personalized responses.
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Why do customer-focused leaders trust EdgeTier?
- Customer-centric teams trust EdgeTier AI to unlock their customer reality, enhance retention, and improve customer experience.
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How does EdgeTier ensure real-time alerting?
- The EdgeTier AI engine operates in real-time, processing messages instantly and delivering alerts promptly for rapid issue identification and resolution.
Get started with EdgeTier
EdgeTier reviews
Amina Sayeed
February 7, 2025
What do you like most about using EdgeTier?
I love the real-time insights EdgeTier provides. The trend detection feature, Sonar, has significantly improved our ability to respond to customer needs promptly.
What do you dislike most about using EdgeTier?
Sometimes the interface can feel a bit overwhelming, especially for new users. A more user-friendly onboarding process would be beneficial.
What problems does EdgeTier help you solve, and how does this benefit you?
EdgeTier helps us quickly identify emerging trends in customer inquiries, allowing us to tailor our responses and improve satisfaction levels. This has led to a noticeable increase in positive feedback from customers.
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Luis Fernandez
January 11, 2025
What do you like most about using EdgeTier?
The Coach feature is outstanding! It provides personalized feedback to agents, helping them improve their performance in real time.
What do you dislike most about using EdgeTier?
The system occasionally misinterprets slang or informal language, which can lead to confusion in insights.
What problems does EdgeTier help you solve, and how does this benefit you?
It enables our team to be more efficient in handling customer queries, resulting in faster resolutions and improved customer loyalty.
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Sofia Khan
January 28, 2025
What do you like most about using EdgeTier?
The multilingual support is fantastic! It allows us to engage with a diverse customer base effectively.
What do you dislike most about using EdgeTier?
I find the tagging system a bit tricky to navigate; it could use some refinement for better usability.
What problems does EdgeTier help you solve, and how does this benefit you?
EdgeTier streamlines our customer interactions by providing crucial insights that keep us ahead of trends, greatly enhancing our service.
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