Articles & Blogs

From data points to deep customer insights

Learn how to cut contact volume and protect your CX. Our blog shares practical strategies to help you gain full visibility into every interaction and address the issues that matter most to your customers.

Events API

Building an Events API: Choosing the Best of 6 Options on AWS

Learn how we evaluated EventBridge, Kinesis, SNS, and SQS FIFO to build a secure, ordered, multi-tenant events API...

Call Center Analytics Software

The 10 Best Call Center Analytics Software Platforms in 2026

Contact centres don’t lack data, they lack fast answers. This guide compares the 10 best call center analytics...

How to Detect an Emerging Issue in Your Contact Centre in Real Time

How to Detect an Emerging Issue in Your Contact Centre in Real Time

Most contact centres find out about a problem the same way their customers do: after it’s already spread....

10 Questions Every Contact Centre Leader Is Quietly Asking Themselves

We sat in on hundreds of contact centre discovery calls this year, and the same ten questions kept...

Black Friday

Why Retail’s Peak Season Doesn’t Let Go After Black Friday

The week after Black Friday and Cyber Monday most contact centres would love let themselves breathe. The volume...

iGaming

iGaming Peak Season: Why Your Busiest Week Isn’t the Real Risk

iGaming’s biggest threat isn’t the Super Bowl or Cheltenham, it’s the fact that anomalies never really stop. This...

How EdgeTier Built ‘Ask Spotlight’

A behind-the-scenes look at building ‘Ask Spotlight’, our AI-powered feature that lets users query their data in natural...

Product Update

What’s New in EdgeTier? Q2 Product Update

Every quarter, our team ships features designed to give you and your customer teams faster answers, cleaner workflows,...

What happens when agentic AI becomes your contact centre analytics team

As anyone reading this knows, most contact centre leaders aren’t short of data, they’re short of time to...

MCP

EdgeTier MCP: Your Data, Your Tools

EdgeTier captures what’s happening in your contact centre in extraordinary detail; every conversation, every frustration signal, every spike...

Novibet

Staying ahead of customer issues when it matters most, with Novibet

We sat down with Afroditi Pina, Customer Operations Director at Novibet, for a conversation about something most iGaming...

AWS

EdgeTier is now available on AWS Marketplace

Enterprise contact centre teams can now procure EdgeTier through the AWS Marketplace EdgeTier is now listed on the...

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to deliver measurable CX impact

EdgeTier has improved data visibility and has ultimately helped us understand our business better
EdgeTier’s platform has allowed us to deliver better customer experience!
Novibet has saved close to six full-time employees during the last six months from efficiencies.
12 months ago, payments accounted for more than 20% of our total contact volume. EdgeTier helped us drill into the root causes. Now, payment contacts are down to 12–13%
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We are now able to proactively identify the main complaints that the customers are having about our product.
EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
We love that the EdgeTier team is very hands-on. It is also exciting to be able to influence the future capabilities of the tool.
We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues.
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