Case Study: Codere Online improves real-time customer issue detection with EdgeTier

Codere Online detects customer issues instantly with EdgeTier

Codere Online, a multinational gaming and entertainment company, faced challenges in maintaining visibility into its customer support operations across multiple regions. Using a mix of tools, they struggled to get a consistent view of performance and to proactively identify customer issues, relying heavily on manual processes. They partnered with EdgeTier to implement its AI-powered customer service analysis platform.

EdgeTier integrated with Codere Online's chat systems to provide a centralized, real-time view of all customer conversations. The solution offered increased data visibility, real-time agent performance tracking with phrase tagging, and proactive anomaly detection that alerts management to unusual issues. This allowed Codere Online to instantly detect and resolve customer issues that previously took hours to spot, greatly improving their reaction speed and overall customer experience.

Codere Online