This artificial intelligence makes it possible to streamline the contact center work process 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 unusual problems or behaviors that require immediate attention. In addition, thanks to Index, each customer interaction is automatically tagged, allowing a quick and reliable understanding of the topics discussed. The Coach module reinforces the performance of agents through QA and coaching based on artificial intelligence, offering 100% visibility on interactions and allowing the personalization of learning. Finally, Assist accelerates the processing of chats and emails by directing conversations to the most suitable agents, thus optimizing time and resource management. EdgeTier easily connects to major platforms like Salesforce, offering seamless integration that enhances operational efficiency.
The anomaly detection function identifies unusual behaviors or issues in customer interactions in real time. It automatically alerts teams, speeding up the response to unexpected incidents and improving customer satisfaction. This tool is essential for contact centers seeking to optimize risk management and the quality of customer service.
This feature extracts from Insights valuable based on customer interactions, analyzed by AI for a detailed and instant report on customer attitudes. Ideal for businesses that want to quickly understand trends and adjust service strategies to proactively meet user needs.
Improve agent performance with 100% visibility into interactions. This technology identifies training needs and coaching opportunities, allowing for continuous improvement in service quality. Very beneficial for customer services who want to improve their operational efficiency And their conformity.
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