4 March 2025Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions…
16 January 2025We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing…
20 December 2024Discover how EdgeTier’s latest AI-powered updates can optimise your contact centre, including anomaly detection summaries, agent QA, and custom charts.
15 November 2024Make agent QA both effective and efficient by blending AI and human expertise.
17 September 2024With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
9 September 2024We’re happy to announce that EdgeTier has built an integration to work with the data streaming platform Amazon Eventbridge with…
9 June 2023Foreword Since launching to the market in early 2021, EdgeTier’s intelligent monitoring and alerting software has established itself as the…
6 June 2023Sentiment analysis allows the discovery of satisfaction or frustration amongst your customer messages and survey responses. In this post, we…
6 June 2023The world of Artificial Intelligence is broad and complex, and definitely difficult to penetrate for the uninitiated. The most commonly…
15 February 2023The Quality Assurance Process To keep track of, and improve, customer experience at the contact centre, the management of contact…
