EdgeTier

The EdgeTier platform is a complete customer conversation analytics platform that helps brands dramatically improve their customer experience through the insights hidden within their support and survey messages. It's hard to manage high-volume, fast-paced, multi-lingual customer conversations in B2C environments. There is relentless pressure to meet service level agreements, continually improve customer satisfaction, and report insights back to the business. Operations managers and customer experience professionals are drowning in excel pivot tables, manually labelled conversations, and flakey reports of issues from overworked customer service agents. EdgeTier is an AI-driven platform that automatically spots emerging conversational trends, intelligently identifies risky communications, evaluates customer service agents, and diagnoses the root causes of customer frustrations. EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc) and uses proprietary real-time analytics technology to reveal the insights teams need to reduce churn, improve customer satisfaction scores, and improve efficiency. The EdgeTier product helps to: - React faster to emerging customer issues through completely automatic alerts on customer conversation trends - Improve customer service agent performance through efficient and/or automatic QA processes - Work out what processes are causing problems through automatic and accurate labelling of customer interactions.