EdgeTier

What is EdgeTier?

EdgeTier is a real-time AI software built to boost customer engagement. It gives customer engagement teams valuable insights, analyzing messages as they’re sent and received. It is a smart assistant that’s always on. It offers cool features like Sonar for spotting trends, Index for searching and tagging, and Coach for helping agents get better. EdgeTier plays nicely with most major contact center software, handles multiple languages, and can process millions of messages every day. Basically, it gives customer engagement teams powerful AI tools to work more efficiently, respond faster, and make customers happier.

Who created EdgeTier?

Shane Lynn, Bart Lehane, and Ciarán Tobin are the minds behind EdgeTier. Shane Lynn, who leads the company as CEO, has a PhD in machine learning and control engineering. Bart Lehane, the CCO, also holds a Ph.D., focusing on video and audio analysis with machine learning. Ciarán Tobin, our CTO, brings a strong background in predictive analytics and data visualization. The company actually started out as a specialized machine learning consultancy, working with the customer care industry. They analyzed real customer questions from all sorts of sectors – travel, insurance, banking, you name it. Now, EdgeTier offers real-time AI monitoring of conversations to really improve customer experiences, and it works smoothly with big industry names like Salesforce, Zendesk, and Kustomer.

What is EdgeTier used for?

EdgeTier helps in a bunch of ways:

• Real-time monitoring and alerts: It flags unusual topics or anomalies as they happen, so you can jump in proactively.
• AI tagging and reporting: This helps you really understand what customers are talking about.
• Improving agent performance: Get AI-powered quality assurance and coaching to help your team do their best.
• Reducing agent handling time: AI-assisted chat and email handling speeds things up.
• Enhancing customer experience: By understanding what customers truly need, you can improve retention.
• Boosting agent quality: Gain 100% visibility into every interaction to see how agents are doing.
• Personalized agent prompts: Give agents quick, helpful suggestions for faster responses.
• Real-time conversation monitoring: Keep an eye on conversations as they happen to improve the customer experience.
• Multilingual support: It works across different languages, time zones, and cultures.
• Seamless integration: Connects easily with major contact center software providers.
• Email Handling Time Reduction: Streamline email responses.
• Proactive Anomaly Detection: EdgeTier Sonar spots unexpected issues early.
• AI Tagging and Reporting: EdgeTier Index helps you understand customer conversations.
• Agent Performance Improvement: EdgeTier Coach provides AI-powered QA and coaching.
• AI-Assisted Handling: EdgeTier Assist speeds up chat and email.
• Real-time Trend Detection: EdgeTier Sonar helps you spot trends quickly.
• Improving Agent Effectiveness: EdgeTier Coach makes agents more efficient.
• Personalized Agent Prompts: EdgeTier Assist offers tailored suggestions.
• Real-time Message Processing: The EdgeTier AI Engine handles messages instantly.
• Early Alerts: Issues are flagged before human agents even notice.
• Unexpected Issue Alerts: Catch problems with proactive anomaly detection.
• Understanding Customer Topics: AI Tagging and Reporting shows what customers discuss.
• Improving Agent Performance: AI-powered QA & Coaching helps agents excel.
• Reducing Handling Time: AI-assisted chat and email make things quicker.
• Faster Reaction to Communications: Real-time trend detection lets you respond promptly.
• Comprehensive Agent Picture: Improve agent effectiveness with a full view of their performance.
• Personalized Prompts: Deliver tailored suggestions for quicker agent responses.
• Empowering Teams: Advanced AI capabilities for customer engagement teams.
• Proactive Anomaly Detection: Real-time monitoring and alerts for unusual topics.
• Detailed Insights: Analyze and tag interactions in real-time.
• AI-Powered QA & Coaching: Improve agent performance.
• Customer-Centric Improvement: Help teams boost experience and retention.
• 100% Interaction Visibility: Enhance agent quality by seeing everything.
• Personalized Agent Support: Empower agents with quick prompts.
• Valuable Insights: Monitor conversations in real-time.
• Efficiency and Responsiveness: Facilitate smoother customer engagement.
• Cross-Cultural Communication: Support multilingual capabilities.
• Reduced Handling Time: AI assists with chat and email.
• AI-Powered Coaching: Improve agent performance.
• Customer Conversation Analysis: Understand what customers talk about.
• Proactive Issue Detection: Get alerts for unexpected problems.
• Agent Superstars: Improve efficiency and turn agents into top performers.
• Faster Responses: Provide personalized prompts.
• Real-time Topic Alerts: Enable monitoring and alerts for unusual topics.
• Scalable Engagement: Enhance customer engagement with massive scalability.
• Multilingual Support: Work across different languages.
• Major Integrations: Connect with leading contact center software.

Who is EdgeTier for?

EdgeTier is a great fit for:

• Customer care teams
• Professionals in the travel industry
• Insurance industry professionals
• Banking industry professionals
• Utilities industry professionals
• Financial services professionals
• Energy industry professionals
• Customer care teams across various sectors like travel, insurance, banking, utilities, financial services, and energy
• Customer Service Managers
• Contact Centre Managers
• Agent Quality Assurance Analysts

How to use EdgeTier?

Here’s how to get the most out of EdgeTier:

1. Real-Time Monitoring: EdgeTier’s AI engine works instantly, processing messages the moment they’re sent and received.
2. Compatibility & Integrations: It integrates smoothly with major contact center software like Salesforce, Live Person, Zendesk, and Kustomer. Plus, there’s a simple API for your own systems.
3. Multi-Lingual Support: EdgeTier AI is built to handle all languages, time zones, and cultures, making it easy to search and understand issues across different markets.
4. Key Features:
   • Sonar: Get alerts for unexpected customer issues with proactive anomaly detection.
   • Index: Analyze and tag customer interactions in real-time for deep insights.
   • Coach: Improve agent performance with AI-powered quality assurance and coaching.
   • Assist: Cut down agent handling time using AI-assisted chat and email.
5. Customer-Centric Focus: Leading customer-focused teams trust EdgeTier to enhance customer experience, boost retention, and drive satisfaction.
6. Success Stories: Companies like Abercrombie & Fitch, CarTrawler, and Codere Online have successfully used EdgeTier, proving its effectiveness in improving customer service.
7. Company Vision: EdgeTier aims to empower customer care organizations by using AI and machine learning to deliver top-notch, personalized care, while also making valuable data accessible for smarter decisions.

By following these steps and using EdgeTier’s features, your customer engagement teams can become more efficient, responsive, and boost overall customer satisfaction.