Sonar is EdgeTier’s anomaly detection product, allowing you to see and action issues faster.

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Why do you need Anomaly Detection?

How often are you asked these types of questions:

• Why is our queue going off the charts?
• Have you heard a few agents talking about the same payment issue?
• How many customers were impacted by the booking problem last Wednesday?
• What was the NPS of customers hit by the site outage two weeks ago?

These are hard questions to answer. Data is hard to come by. Labels are not applied to customer interactions accurately. Real-time reactions to customer issues are hard to achieve for remote teams dealing with high volumes of queries.

EdgeTier Sonar is here to help.

<aside> 💡 Sonar monitors each message in your contact centre to find patterns of unusual contacts

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EdgeTier Sonar learns what “normal” looks like in your contact mix on any given day, what customers ask about, what agents say to them, across thousands of simultaneous conversations. When something starts to stray from normal, EdgeTier immediately raises the alert, describes the problem, provides example interactions, and quantifies the number of customers affected.

Stop manually labelling chats, stop making pivot tables, stop asking agents for patterns, and let Sonar do the work for you.