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.

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...

Spotlight

Your Contact Centre Is Sitting on a Goldmine. Spotlight Helps You Dig

There’s a number that should bother every customer experience leader: 2-5%. That’s the share of contact centre interactions...

Ask Spotlight

Ask Spotlight: your contact centre data answering back

For years, the promise of contact centre analytics has been: all your customer conversations, in one place, organised...

voice of customer analytics

Voice of Customer Analytics: Turning Support into Strategy

Contact centres use voice of customer (VoC) analytics by systematically collecting and analysing signals from every support interaction,...

Speech analytic metrics

Speech Analytics Reporting: Metrics That Matter

Most contact centres are not short of data. They have dashboards tracking call volume, average handle time, service...

Why 95% of AI Projects Fail, And What Day One Should Actually Look Like

This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....

Travel Contact Centre Management: How to Handle Peak Season Demand

Summer peak is THE moment of truth for travel brands. Demand surges, operations get tested, and customers’ tolerance...

AI quality assurance

AI-Powered Quality Assurance: How It Works and Why It Matters

AI quality assurance in a contact centre is the use of artificial intelligence to automatically evaluate every customer...

Product updates

What’s New at EdgeTier: Q1 2026 Product Updates

Every quarter, our team ships features designed to make your day-to-day work a little smoother, a little faster,...

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EdgeTier has improved data visibility and has ultimately helped us understand our business better
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EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
Novibet has saved close to six full-time employees during the last six months from efficiencies.
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.
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%
We are now able to proactively identify the main complaints that the customers are having about our product.
We relaunched our entire web and mobile platform earlier this year. Within the first few hours of go-live, EdgeTier flagged 3 critical issues that would have gone completely unnoticed.
EdgeTier’s platform has allowed us to deliver better customer experience!
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