The EdgeTier Conversational Intelligence and Support Platform helps Customer Support teams uncover the missed insights in their support and survey messages, react faster to emerging customer issues, and have the data they need at their fingertips to make decisions, positioning the contact centre as a strategic hub of insights for the entire company. Global Brands like Abercrombie & Fitch, CarTrawler, TUI Travel, and Ryanair use EdgeTier to process millions of customer messages, boost NPS, CSAT and first contact resolution scores, as well as improve overall efficiency. Having 24/7 insights into customer attitudes, helps you understand customer issues, detect emerging conversational trends in real time, and improve agent performance. Key functionality: - Proactive AI alerting with real time detection of unforeseen customer issues - Automatic tagging of customer messages and surveys - Get real-time alerts for critical customer interactions (set up in advance) - Sentiment analysis of all your customer and agent interactions - Agent performance reports and analysis - Real-time reporting and KPI analysis - AI assisted chat and email handling EdgeTier seamlessly integrates with existing customer support systems without needing any IT time, and monitors customer conversations 24/7 in multilingual environments, as well as providing prompts to support agents speaking to customers.