EdgeTier

This AI enables the streamline of the workflow of contact centers by improving the customer experience through the comprehensive analysis of conversations. EdgeTier offers proactive anomaly detection with its Sonar product, which monitors and analyzes interactions in real time to quickly identify problems or unusual behaviors requiring immediate attention. In addition, thanks to Index, every customer interaction is automatically tagged, allowing a quick and reliable understanding of the topics discussed. The Coach module strengthens agent performance through AI-powered QA and coaching, offering 100% visibility on the interactions and enabling personalized learning. Finally, Assist speeds up chat and email handling by routing conversations to the most capable agents, thereby optimizing time and resource management. EdgeTier easily connects to major platforms such as Salesforce, offering seamless integration that strengthens operational efficiency.

Proactive anomaly detection

The anomaly detection function identifies in real time unusual behaviors or issues in customer interactions. It automatically alerts teams, accelerating reaction to unforeseen incidents and improving customer satisfaction. This tool is essential for the contact centers looking to optimize risk management and service quality.

AI-powered customer insights

This feature extracts valuable insights from customer interactions, analyzed by AI for a detailed and instant report of customer attitudes. Ideal for companies wishing to quickly understand trends and adjust their service strategies to proactively meet users' needs.

AI-powered coaching and QA

Improve agent performance with 100% visibility into interactions. This technology identifies training needs and coaching opportunities, enabling continuous improvement in service quality. Very beneficial for customer service teams looking to improve their operational efficiency and their compliance.