Unlock actionable insights from your customer conversations
4M messages each day
Intelligent insights from interactions
EdgeTier Conversation Intelligence
We give your contact centre the competitive edge
EdgeTier is an all-in-one Customer Conversation Intelligence Platform that analyses 100% of support conversations to deliver actionable insights, benefiting your entire business.
Turn support into an insights engine
Leverage the voice of the customer by reporting on their attitudes toward products or services and use this data to drive strategic decisions.
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Eliminate manual reporting
Save hours every week by stopping manual reviews of contacts, agents, or building of ad-hoc reports to identify and quantify problems.
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React fast to unforeseen issues
With EdgeTier Sonar monitoring your contact centre, you no longer need to rely on agents to escalate issues when they start to occur.
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Targeted agent coaching
With 100% visibility into interactions, spot gaps, recurring issues, and training needs to improve performance with data-driven coaching.
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EdgeTier Platform Overview
Our Products
The EdgeTier platform is an all-in-one conversation intelligence tool that helps contact centres dramatically improve customer experience by uncovering valuable insights from support and survey messages.
React fast to unknown customer issues with proactive anomaly detection
EdgeTier Sonar
Sonar scans and analyses every message in your contact centre in real-time, identifying patterns of unusual contacts and providing your team with alerts on any issues or behaviours that require immediate attention.
Stay Informed
Catch unforeseen issues before your agents even notice them, with proactive AI alerting on 100% of customer conversations.
Uncover the root cause
Quantify the size of customer issues with a complete view of what they’re talking about, and which customers are impacted-all without any manual effort.
Understand customer attitudes with AI tagging and reporting
EdgeTier Index
Our AI platform analyses and tags customer interactions on a sentence-by-sentence basis in real time, providing fast and reliable insights into what customers are contacting you about, in any language.
Remove the need for manual agent labelling
Customer messages are automatically tagged by topic, making it easy to see which topics are generating more contacts. This provides real-time understanding of the issues that are emerging.
Identifying trends and actionable insights
Track specific topics of interest over time, allowing you to identify, take action on, and report these insights to the rest of the business.
Improve agent performance with AI-powered QA & coaching
EdgeTier Coach
Improve agent quality with 100% visibility into agent and customer interactions. Move from spot checks to targeted coaching opportunities for each individual agent.
Understand agent performance
A single ‘Agent Dashboard’ provides a view of each agent’s performance when compared against their team-mates, or different teams across the company.
Identify coaching opportunities against KPIs
Speed up call centre QA. Find out where knowledge is lacking, spot ongoing issues, and see what training is needed for agents to perform at their best.
Reduce agent handling time with AI-assisted chat and email handling
EdgeTier Assist
Give your team the tools they need to provide faster, personalised and more targeted responses. Agents receive guidance tailored to your business, empowering them to focus on delivering exceptional customer experiences.
Auto-retrieve and display all customer details for agents
EdgeTier does much of the heavy lifting for agents, automating tasks like data retrieval and providing all necessary customer details within the conversation, so agents can focus on delivering great service.
Route conversations to the right agents based on expertise
EdgeTier applies skills-based routing and automation to ensure that each query reaches the best-suited agent, considering workload, language, technical expertise, and any other business needs.
Customer-Focused Leaders Trust EdgeTier
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
Frequently asked questions
FAQ's
Everything you need to know about EdgeTier’s products.
What is EdgeTier?
EdgeTier’s Artificial Intelligence (AI) technology scans and analyses every single customer and agent message in real-time, allowing teams to react to customer issues as they emerge, typically before anybody has even noticed there is an issue. EdgeTier’s platform also provides a clear understanding of what is causing customer frustration and happiness, and where customer service agents are having problems. All in real-time, all with minimal manual effort.
Is EdgeTier suitable for us?
EdgeTier partners with various businesses in retail, travel, iGaming, and utilities. These companies have customer service teams ranging from 25 to 250 agents who interact with customers through chat and messaging. They usually deal with high volumes of customer inquiries in a B2C setting, often in multiple languages.
Who is behind EdgeTier?
EdgeTier is an AI company based in Dublin Ireland. Founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017, the company builds products that help customer centric organisations access and use the insights contained within their customer conversations. With backgrounds in software engineering, machine learning, and technology entrepreneurship, the founders have built a company that now serves B2C companies operating in travel, igaming, retail, and government sectors through Europe and the Americas.
What is EdgeTier Sonar?
At a busy, multilingual contact centre, it’s close to impossible to keep track of the conversation topics that are ongoing at any one time of the day. Even if you could listen to several hundred agents simultaneously, identifying and extracting patterns from their communications would be impossible.
The EdgeTier Sonar system does just this, it watches what is going on, so that you don’t have to. Our AI learns about ‘normality’ within your contact centre; how your customers phrase things, words and the language they use. By understanding what normal looks like, it brings to light the hidden opportunities and risks buried within the details of individual conversations.
What is EdgeTier Index?
EdgeTier’s Index is a tool designed to extract key insights from customer service interactions, providing a concise snapshot of information. It helps users quickly understand and analyse large volumes of text, calls, surveys and tickets, providing fast and detailed insights from every customer interaction – arming your team with intelligent insights for confident business decisions.
What is EdgeTier Coach?
Rather than rely on random and manual spot-checks for agent quality assurance, EdgeTier’s AI monitors all agent messages to detect the things important to your customer service team. Detect off-brand language, banned words or phrases, spelling and grammatical errors, excessive template usage, generation of repeat contacts, or any other quality issues in agent conversations. 100% of conversations are monitored 100% of the time.
What is EdgeTier Assist?
EdgeTier Assist is a modern chat and email handling system for customer service agents in high volume customer facing contact centres. Assist specialises in improving agent contact centre performance by sending messages to the right agent automatically, retrieving helpful customer information for agents and automated wrap up processes after chats.
Will EdgeTier work with our customer service platform?
EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc).
Still have questions?
Get in touch with our friendly team and we will assist with your questions.
Get in touchIntegrates effortlessly with your preferred software.
Pull and push data with your existing software stack so your existing business processes still work, just better. EdgeTier is ready with integrations to all major players such as Salesforce, Live Person, Zendesk, Kustomer etc. as well as a simple API to connect to in-house system. Go live in less than 2 hours, with zero IT time required from your team.
What our customers say
Real-time insights and powerful AI agent quality assurance
How Novibet uses EdgeTier to listen to the voice of the customers and achieve savings equivalent to six full-time employees.