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EdgeTier is a cutting-edge technology designed to enhance customer service operations by integrating AI, automation, and human interaction. It focuses on improving customer experience through advanced emotion detection, allowing support teams to identify and address emotions such as confusion, frustration, and gratitude in real-time. This capability enables proactive issue resolution, enhancing first-contact resolution rates and overall customer satisfaction.

Key features of EdgeTier include its ability to analyze customer interactions and provide actionable insights. The platform is built on a robust model trained on thousands of real customer service examples, ensuring accurate emotion detection across various languages and industries. This multilingual capability supports sectors like travel, retail, and gaming, making it versatile for diverse customer service environments.

By detecting confusion early, EdgeTier helps customer support teams identify areas where communication may be unclear or where processes might be confusing. This allows for targeted improvements in agent communication and operational processes, ultimately leading to better customer experiences and reduced churn. The technology also eliminates the need for manual tagging, automating the detection of customer emotions to focus on resolving issues efficiently.

EdgeTier is a real-time AI software that monitors conversations and provides valuable insights to enhance customer experience. It enables customer engagement teams to improve efficiency and turn agents into superstars. The software analyzes data and makes it readily accessible, allowing teams to respond to changes and trends in real-time. The software offers several features to enhance customer engagement. Sonar provides real-time trend detection to react faster to customer communications. Index enables flexible meaning-based search and tagging to quantify unstructured data. Coach helps improve agent effectiveness by providing a comprehensive picture of their performance over all interactions. Assist delivers personalized agent prompts for faster responses. EdgeTier is trusted by customer-focused leaders to unlock their customer reality, drive retention, and improve customer experience. It has been successfully implemented by companies like Abercrombie & Fitch, CarTrawler, and Codere Online. The software is compatible with major players in the industry such as Salesforce, Live Person, Zendesk, and Kustomer, and can be integrated easily with existing software stacks. It supports multilingual capabilities and allows organizations to work across different languages, time zones, and cultures. EdgeTier offers galaxy-class scalability and processes millions of messages daily. It ensures real-time communication by working in real-time and processing messages as they are sent and received. The software also provides off-the-shelf efficiency and insights, making it a valuable tool for contact centers with more than twenty agents. Overall, EdgeTier empowers customer engagement teams with advanced AI capabilities to improve efficiency, responsiveness, and customer satisfaction.

Categories:

Business

Contact Center Quality Assurance Software

Feedback Analytics Software

Website: edgetier.com

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EdgeTier

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