EdgeTier

EdgeTier is a Customer Conversation Intelligence Platform designed to optimize contact center performance by providing actionable insights derived from customer interactions. The platform encompasses various tools that address specific needs within customer service management, ensuring that support teams can transform into insight engines.

### Key Functionalities:

- Sonar: This tool offers proactive anomaly detection, allowing real-time monitoring of customer conversations. It facilitates quick responses to unforeseen issues, enhancing the overall customer experience.

- Index: An AI-driven tool that tags and reports on customer interactions, Index analyzes conversations at a granular level to provide insights into customer attitudes and trends, thereby identifying areas for improvement.

- Coach: Designed to enhance agent performance, this feature focuses on data-driven quality assurance and targeted coaching. It provides complete visibility into interactions, allowing for tailored feedback to agents.

- Assist: This tool aids in handling chat and email communications through AI assistance, reducing agent workload while increasing efficiency and response times.

By integrating seamlessly with major customer service platforms, EdgeTier enables companies to leverage customer feedback and behaviors to make informed strategic decisions.