EdgeTier

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:

1. Real-Time Monitoring: EdgeTier's AI engine works in real-time, processing messages instantly as they are sent and received.

2. 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.

3. 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.

4. 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.

5. Customer-Centric Focus: EdgeTier is trusted by leading customer-focused teams to enhance customer experience, improve retention, and drive customer satisfaction.

6. Success Stories: EdgeTier has been successfully implemented by companies like Abercrombie & Fitch, CarTrawler, and Codere Online, showcasing its effectiveness in improving customer service.

7. 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.