Name: EdgeTier
Author: EdgeTier

Help Desk

Web and Video Conferencing

Customer Support

Mind Mapping

Mobile App Development

Development

Business Intelligence (BI)

Collaboration

Communications Platform as a Service (CPaaS)

Org Chart

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Cloud Storage

Component Content Management

Data Quality

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Infrastructure Monitoring

IT Service Management (ITSM)

Identity Governance and Administration

Industrial IoT

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Managed Print

Network Performance Monitoring

Relational Database Management Systems

Session Border Controllers

Solid State Drives

Static Application Security Testing (SAST)

Static Code Analysis

Tower Servers

Traffic Switching

Virtual Private Network (VPN)

Vulnerability Management

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Email Marketing

Heatmap and Session Recording

Intent Data

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Webinar

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Multichannel Retail

Sales Gamification

Sales Intelligence

Sales

Secure Service Edge (SSE)

User and Entity Behavior Analytics (UEBA)

Security

Car Rental

Commercial Drone

Equation Editors

Insurance Agency Management

Public Sector Software

Real Estate Property Management

Trucking Software

Vertical-Specific

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### Customer Interaction
Users consistently praise EdgeTier's customer interaction capabilities, highlighting the platform's effectiveness in managing customer interactions across various channels. They appreciate the ease of communication with customers in different languages and the real-time translation feature that enhances the overall customer service experience. The integration of AI solutions and the ability to provide quick and accurate responses to customer queries have been particularly well-received. Additionally, users value the platform's user-friendly interface and the support provided by the EdgeTier team in meeting their specific needs and KPIs.

### Agent Efficiency
The feedback from users regarding EdgeTier's agent efficiency capabilities is consistently positive. Users appreciate the ease of use, the quick impact on handling times, and the rich functionality that aids agents in efficiently supporting customer needs. The system's ability to provide data visibility, optimize communication with customers, and offer AI solutions has been particularly well-received. Additionally, the platform's support for multilingual interactions and its translation tool have proven to be valuable assets for users looking to expand their market reach while maintaining cost-effectiveness.

### User Experience
Users consistently highlight EdgeTier's user experience as a standout feature, emphasizing its ease of navigation, smooth functionality, and the ability to effortlessly integrate new features. The platform's AI solutions optimize communication between agents and customers, streamlining processes and enhancing overall efficiency. Additionally, the multilingual support and translation tools provided by EdgeTier are commended for their effectiveness in catering to diverse customer needs.

### Service Quality
The integration of EdgeTier's service quality capabilities has been met with resounding approval from users, who highlight the platform's ability to enhance data visibility and team performance. Customers have reported faster handling times for all forms of contact, such as chat and email, leading to improved NPS scores. EdgeTier's service quality functionality has proven to be a valuable asset in understanding customer behavior and optimizing operational efficiency. Users appreciate the collaborative approach taken by EdgeTier in addressing complex integration requirements, underscoring the platform's commitment to delivering high-quality service solutions.

EdgeTier is an AI-driven platform that the vendor claims provides pre-emptive insights for customer engagement teams. According to the vendor, it uses artificial intelligence to monitor customer conversations, identify issues, and surface actionable insights in real-time. EdgeTier is said to be suitable for companies of all sizes, from small businesses to large enterprises. Professionals in various industries, including retail, travel, gaming, utilities, and financial services, are said to benefit from EdgeTier's advanced AI capabilities.

**Key Features**

**AI-Powered Agent Quality Assessment**: According to the vendor, EdgeTier uses AI to automate and scale quality assessment for contact centers. The AI is said to analyze customer conversations in real-time to gain a deep understanding of customer attitudes and detect subtle issues. It is claimed that the system can automatically tag and categorize conversations for review, reducing manual effort.

**Real-Time Alerting and Monitoring**: The vendor claims that EdgeTier's AI system constantly monitors customer conversations for unusual patterns and anomalies. It is said to proactively alert contact center managers when issues or potential problems arise, allowing for immediate action. Anomalies are claimed to be automatically identified, categorized, and quantified, providing a clear picture of the situation.

**Increased Efficiency and Quality**: According to the vendor, EdgeTier's Agent Assist technology aims to boost agent productivity by providing personalized auto-responses and suggested replies. Agents are said to be able to access relevant customer information and historical context in real-time, reducing handling times and improving first-contact resolution. The system is claimed to eliminate the need for agents to switch between multiple systems and databases, saving time and improving efficiency.

**AI-Powered Quality Assurance (QA) and Agent Reviews**: The vendor states that EdgeTier's AI system aims to revolutionize the QA process by analyzing every contact and providing a higher level of visibility across agent activities. It is claimed that the system can identify interactions where agents did or did not follow protocol, automatically tag interactions for review, and analyze customer sentiment per agent.

**Five Agent Assist applications for contact centers**: According to the vendor, EdgeTier's Agent Assist technology offers multiple applications to enhance agent performance and improve customer experience. It is claimed that the technology provides instant feedback to agents, helping them self-correct and improve their performance. Agent Assist is said to assist agents in delivering personalized and high-quality responses, reducing the need for customer clarification.

**Sonar**: The vendor claims that Sonar constantly scans all customer conversations and uses AI to dynamically understand them in real-time. It is said to surface opportunities and threats hidden in the semantics and details of individual conversations. Sonar is claimed to provide real-time alerts on emerging trends or topics to ensure proactive response and illuminate the responsibility and root cause of customer issues for faster resolution.

**Coach**: According to the vendor, Coach provides real-time feedback on 100% of customer conversations to transform NPS and CSAT. It is claimed that Coach analyzes agent interactions to identify areas in need of improvement and helps improve agent performance and effectiveness with targeted coaching. The vendor states that Coach enables a consistent tone of voice across all advisors.

**Index**: The vendor claims that Index pulls and pushes data with existing software stack for seamless integration. It is said to offer out-of-the-box integrations with major CRMs and contact center software and allows custom integrations to any system imaginable. The vendor states that Index provides a simple API to connect to in-house systems.

**Assist**: According to the vendor, Assist prompts agents with the ideal response for each customer query, based on best practices. It is claimed that Assist can reduce handling times by up to 60% and improve net promoter score and first contact resolution metrics. Assist is said to present all related data required for each conversation in one interface and allows agents to edit and personalize responses while maintaining efficiency.


Easy to use and intuitive interface: Reviewers have consistently praised the EdgeTier system for its ease of use and intuitive interface. Many users have found it simple to navigate, even for reluctant individuals, and have appreciated the clear information on the home page that allows them to monitor agent performance.

Responsive customer support: Users have commended the availability of the EdgeTier team for support and their responsiveness to numerous change requests. Reviewers value the quick assistance provided by the team, which helps ensure a smooth implementation process and ongoing optimization of the system.

Effective routing by skills: Several reviewers have highlighted EdgeTier's excellent feature of routing by skills. This functionality enables fast handling times on various channels such as contact, chat, and email. Users appreciate how this capability enhances efficiency in customer support operations.


Crashes and Offline Periods: Some users have experienced occasional crashes and offline periods with the software, which can be inconvenient. 

Lack of Acronym or Complex Backstory: A few users expressed slight disappointment that the software does not have an acronym or a complex backstory, as they believed it would have added more interest to their experience.

Limited Negative Feedback: Many users struggled to find any negative comments about the product, as it is constantly evolving and improving. They found everything from the software itself to communication with the EdgeTier team to be smooth and positive.

EdgeTier has proven to be a valuable solution for managing customers across different channels. Users have found the system to be user-friendly, making it easy to navigate and handle customer interactions effectively. The software's multilanguage capabilities have also been highly praised, allowing users to communicate with customers from various countries and provide support in their native languages. This has enabled businesses to expand their reach and deliver a seamless customer experience regardless of language barriers.

Another key use case of EdgeTier is its ability to seamlessly integrate with existing systems, even in complex integration scenarios. Customers have commended the EdgeTier team for their impressive reactions and support during the integration process. They have been described as great thought-sharing partners, always offering helpful suggestions and being readily available to bounce ideas off of. This collaborative approach has helped businesses streamline their operations and optimize the use of the software within their specific workflows.

EdgeTier's responsiveness and problem-solving capabilities have made it a popular choice among users. The product has been recognized for its creativity and responsiveness to customer suggestions, continuously evolving to meet the changing needs of businesses. By leveraging EdgeTier, contact centers have undergone a transformation, moving away from traditional call-based interactions toward a more interactive live chat experience. This shift has enabled businesses to service customers from a wider range of countries and effectively communicate in multiple languages, ultimately enhancing customer satisfaction and improving overall efficiency.

Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.

Lite

Basic

Advanced

Premium

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Genesys Cloud CX

EdgeTier

Live Chat Software allows website operators to interact directly with visitors on their websites, typically through some combination of instant messaging / chat, video, and survey forms.

Live Chat

Chat Automation

Allows businesses and website owners to interact with visitors in real time through a chat box or webchat (video, SMS, messaging, etc) that can be customized for user experience optimization.

Real-time messaging

Refers to the functionality and usability of real-time chat messaging with customers and prospects.

Chat notifications

Alerts and reminders for chat requests, missed messages, appointments, etc.

Prospecting

The ability to identify, qualify, and segment prospects, as well as filter leads.

Chat-based scheduling

Enables customers and prospects to book and schedule meetings.

Ticketing system

Ticket form creation and routing to designated service representatives based on chat interactions.

Third-party integrations

Integrations with third-party software for CRM, scheduling, marketing automation, telecommunications, SMS, messaging, etc.

Chat widgets

Pop-up chat boxes that enable customizable greetings, canned responses, and interactions between customers and live agents or chatbots.

Chat sentiment analysis

Allows the software to gauge the level of customer satisfaction in chatbot, live chat, or virtual assistant conversations.

Chat transfer

The ability to transfer live interactions to different departments or agents.

Chat Analytics and Reports

Analytics and reporting on web visitors' activities and interactions with customer service representatives.

Chat history and transcripts

Enables users to visualize past conversations and notes.

Chat reporting

Standard or customizable reports with user engagement metrics.

Chat and web analytics

Analytics that enable the tracking of user website visits and chat box interactions.

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EdgeTier

Overview

What is EdgeTier?