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Edge Tier
12 reviews
- 1 profiles
- 5 categories
Average star rating
4.5
Serving customers since
2015
Edge Tier Reviews
VD
Vinicius d.
A Powerful Management Aly
EdgeTier has proven to be a powerful and effective tool for real-time analysis. I've been using it over the past few months, and it has been extremely helpful in identifying ongoing issues, gathering valuable data for support tickets, and understanding scenarios to discuss with our BPO partners.
GP
Gina P.
Easy to use but hard to customise to business needs.
EdgeTier is really easy to navigate and with only basic use you can see great insights. This makes it simple to train out to business users and easy to fit it into your day to day. That gives it a high adoption rate. I also love the role profiles and how you can control access to specific features easily. And it's great that it gets updated regularly and always has new features available. A lot of our team now use it daily and our QA team have built a whole continuous improvement process around it, which has helped us do root cause analysis and gather data to help resolve some of our customers issues.
S
Slavcho .
Better customer insights and faster action with Edge Tier
Edge Tier's analytics tool has helped us greatly understand what drives customer contacts, dive into specific areas and improve the customer experience through changes in product and processes. You have the option to rely on AI to support this or use internal analysts to get to the bottom of every contact type. We've turned to Edge Tier to move away from using agent categorization of contacts, which is good enough for reporting, however doesn't really give a lot of insight where change is necessary and how urgent a problem really is. With Edge Tier, we were able to understand in detail which processes and product features drive customer dissatisfaction, quantify the problems and go back to the business with clear proposals and monetary impact. This made a world of difference to how product teams react to suggestions coming out of the support, up to the point they actively asked for feedback.
Another really useful feature are the alerts you get, when the algorithm detects an unusual topic or increase in contacts on a known topic. It allowed us to escalate live issues faster, with more detail on number of affected customers, examples and steps to replicate.
I also appreciate the very responsive Edge Tier team, who are extremely open to suggestions and have developed a number of features based on feedback we've given.
About
What is Edge Tier?
EdgeTier in AI company based in Dublin Ireland. Founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017, the company builds products that help customer centric organisations access and use the insights contained within their customer conversations. With backgrounds in software engineering, machine learning, and technology entrepreneurship, the founders have built a company that now serves prestigious clients in travel, igaming, retail, and government sectors through Europe and the Americas.
Details
Year Founded
2015
Website
www.edgetier.comHunting for software insights?
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