Don’t just measure how you handle issues – understand how to fix them proactively with AI-powered, real-time customer interaction analytics software.
"My promo code keeps failing." Frustration up 43%.
95 customers reported this issue
Checkout promo code error detected
Rising customer issue quantified
Promo issue resolved by web team
Related contact volume down to zero within the hour
Trusted by leading brands
to deliver measurable CX impact
21%
improvement in CSAT
25%
reduction in chat handling time
40%
reduction in contact volume
2.5x
faster for QA reviews
EdgeTier’s AI analyses 100% of conversations in real time, so you can detect trends, improve performance, and act on voice-of-customer data instantly to drive change throughout your business.
Explore
Bring every customer interaction into one source of truth – automatically and in any region or language.
Empower teams, from customer experience to operations and product, with the quantified insights they need to reduce contact volume, boost satisfaction, and act quickly when issues arise.
AI-powered contact reason tagging
Multi-conversation theme summaries
Sentiment analysis
Voice of the customer insights
Sonar
Get real-time alerts the moment customer issues emerge, and quickly understand their impact so you can prioritise what matters most.
By spotting problems early, you’ll reduce contact spikes, speed up resolution, and protect both customer satisfaction and operational costs.
Real-time anomaly detection
Instant notifications & alerts
24/7 data and interaction monitoring
Coach
Spot agent behaviour trends, identify coaching opportunities, and give your QA team time back with AI-assisted analysis of every interaction.
Target the training that moves the needle – improving CSAT, cutting handling time, and saving hours across the QA process.
AI-assisted agent QA & coaching
Custom QA scorecard builder
AI customer experience score
Call recording playback
We help you move beyond surface-level metrics to uncover the insights that truly drive customer experience and business performance
Before
Existing tools and processes only highlight a sliver of customer interactions.
Manually pulling data to try to make sense of what’s happening in the contact centre.
Reacting to customer feedback long after the fact.
Drowning in data from disparate sources.
VS
After
Get the “why” behind customer contacts, surfaced from 100% of interactions.
Understand what’s driving contacts at a granular level with insights delivered to you instantly.
Fix issues proactively before they affect more customers.
Complete view of what's happening with customer experience, all in one place.
Real-time visibility into conversations meant the team spotted and fixed critical issues within minutes — avoiding downtime, protecting revenue, and keeping customers happy during a major launch.
Automated tagging and real-time monitoring cut hours of manual reporting, helping the team identify issues early, protect players, and stay ahead of compliance risks.
Moved from reacting to problems to preventing them — raising NPS above 70 and driving a 25%+ lift in positive reviews.
Integrations
From the industry’s biggest platforms like Zendesk, Live Person, and Salesforce, to simple in-house tools, gain complete, crucial insights that other solutions alone can’t give.
FAQs
Everything you need to know about EdgeTier’s products.
EdgeTier’s AI is purpose-built for customer interaction data – not generic large language models. It’s trained on millions of real customer conversations across industries, combining language understanding, emotion detection, and business context to surface insights that traditional analytics tools miss.
Yes. EdgeTier integrates seamlessly with platforms like Zendesk, Salesforce, Intercom, Giorgas, Five9, Freshdesk, LivePerson, and so many others. That means you can start using AI insights without changing your workflows or migrating data.
Data privacy and compliance are core to EdgeTier’s platform. All customer data is encrypted in transit and at rest and processed in full compliance with GDPR. EdgeTier is ISO 27001 certified, demonstrating our commitment to the highest standards of information security management.
Customer data is stored securely in EU or US data centres, depending on your organisation’s location and regulatory requirements. No data is ever used for model training outside your environment.
Absolutely. EdgeTier’s AI automatically detects and analyses conversations in multiple languages, enabling consistent customer experience insights across all markets and regions. Unlike other solutions, EdgeTier’s AI doesn’t require separate models for each language – it’s built on a unified multilingual architecture that delivers reliable insights instantly, no matter where your customers are.
Yes. Using AI-driven tagging and trend detection, EdgeTier automatically categorises contact reasons and identifies emerging friction points, so teams can act before issues escalate.
EdgeTier is built for high-volume contact centres and CX teams that care about delivering exceptional customer experiences. It’s trusted by brands like Holland & Barrett, Ryanair, and TUI across industries such as retail, travel, utilities, iGaming, fintech, and insurance.
Teams choose EdgeTier when they’re struggling to make sense of fragmented CX data, tired of manual tagging, or always hearing about problems second-hand. By analysing every interaction across channels in real time, EdgeTier gives leaders the visibility and confidence to fix issues before they impact customers.
Absolutely. While EdgeTier is built for CX and support teams, its insights create value across the entire business. Product teams use it to spot recurring bugs or product issues faster. Operations and compliance teams rely on it to detect risks and ensure policy adherence. Sales and marketing teams uncover buying signals and brand sentiment trends. Even logistics teams use EdgeTier to identify delivery or returns issues. By analysing every customer conversation in real-time, EdgeTier turns the contact centre into a strategic hub for the whole organisation.
EdgeTier’s pricing is based on interaction volume – the number of customer conversations analysed each month – and differs depending on the size and complexity of your contact centre.
Pricing also varies by module, so teams can choose the capabilities they need:
This modular approach ensures each customer only pays for what delivers value to their business.
Most customers connect their helpdesk and start seeing insights within weeks. Implementation is lightweight and guided by EdgeTier’s onboarding team.
We offer a dedicated Onboarding Manager and Customer Success Manager to ensure smooth implementation and provide ongoing strategic support. In addition, our support team is also on hand to assist with any technical issues or inquiries when they arise.
Pinpoint customers' biggest problems sooner and take decisive action to solve them.
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