EdgeTier

EdgeTier is an AI-driven platform that the vendor claims provides pre-emptive insights for customer engagement teams. According to the vendor, it uses artificial intelligence to monitor customer conversations, identify issues, and surface actionable insights in real-time. EdgeTier is said to be suitable for companies of all sizes, from small businesses to large enterprises. Professionals in various industries, including retail, travel, gaming, utilities, and financial services, are said to benefit from EdgeTier's advanced AI capabilities.

Key Features

AI-Powered Agent Quality Assessment: According to the vendor, EdgeTier uses AI to automate and scale quality assessment for contact centers. The AI is said to analyze customer conversations in real-time to gain a deep understanding of customer attitudes and detect subtle issues. It is claimed that the system can automatically tag and categorize conversations for review, reducing manual effort.

Real-Time Alerting and Monitoring: The vendor claims that EdgeTier's AI system constantly monitors customer conversations for unusual patterns and anomalies. It is said to proactively alert contact center managers when issues or potential problems arise, allowing for immediate action. Anomalies are claimed to be automatically identified, categorized, and quantified, providing a clear picture of the situation.

Increased Efficiency and Quality: According to the vendor, EdgeTier's Agent Assist technology aims to boost agent productivity by providing personalized auto-responses and suggested replies. Agents are said to be able to access relevant customer information and historical context in real-time, reducing handling times and improving first-contact resolution. The system is claimed to eliminate the need for agents to switch between multiple systems and databases, saving time and improving efficiency.

AI-Powered Quality Assurance (QA) and Agent Reviews: The vendor states that EdgeTier's AI system aims to revolutionize the QA process by analyzing every contact and providing a higher level of visibility across agent activities. It is claimed that the system can identify interactions where agents did or did not follow protocol, automatically tag interactions for review, and analyze customer sentiment per agent.

Five Agent Assist applications for contact centers: According to the vendor, EdgeTier's Agent Assist technology offers multiple applications to enhance agent performance and improve customer experience. It is claimed that the technology provides instant feedback to agents, helping them self-correct and improve their performance. Agent Assist is said to assist agents in delivering personalized and high-quality responses, reducing the need for customer clarification.

Sonar: The vendor claims that Sonar constantly scans all customer conversations and uses AI to dynamically understand them in real-time. It is said to surface opportunities and threats hidden in the semantics and details of individual conversations. Sonar is claimed to provide real-time alerts on emerging trends or topics to ensure proactive response and illuminate the responsibility and root cause of customer issues for faster resolution.

Coach: According to the vendor, Coach provides real-time feedback on 100% of customer conversations to transform NPS and CSAT. It is claimed that Coach analyzes agent interactions to identify areas in need of improvement and helps improve agent performance and effectiveness with targeted coaching. The vendor states that Coach enables a consistent tone of voice across all advisors.

Index: The vendor claims that Index pulls and pushes data with existing software stack for seamless integration. It is said to offer out-of-the-box integrations with major CRMs and contact center software and allows custom integrations to any system imaginable. The vendor states that Index provides a simple API to connect to in-house systems.

Assist: According to the vendor, Assist prompts agents with the ideal response for each customer query, based on best practices. It is claimed that Assist can reduce handling times by up to 60% and improve net promoter score and first contact resolution metrics. Assist is said to present all related data required for each conversation in one interface and allows agents to edit and personalize responses while maintaining efficiency.