Introducing Ask Spotlight
The power of 1,000 analysts. On demand.
Contact Centre Agentic AI built directly into EdgeTier. Ask anything about your contact centre, and get the answer in seconds, drawn from your actual contact centre data. No SQL. No filter sets. No waiting for a report. The information you need, analysed and presented how you need it.
Your Intelligence Agent
Find the data you’ve never seen
You don’t have a data problem, but finding specific insights can take a team of analysts days of effort, and a lot of spreadsheets. Most contact centres are running on a fraction of what their operation could tell them.
Ask Spotlight changes that. It sits across the full EdgeTier platform and the complete history of your account. Ask it a question in plain English and it queries everything, joins the dots, and gives you an answer in seconds. And you don’t need a consultant to decipher it!
Cross Product Analysis
Queries Explore, Sonar, and Coach simultaneously. One question. Everything connected.
Ask in your own voice
Get answers and visualise what you need to know without SQL, coding, or pivot tables.
Answers in seconds, not later this week
Analysis that used to take days now takes moments and across your full interaction history, not a sample
Reporting when you need it. Now
Generate structured reports, surface trends, and pull the context you need for any conversation.
Always On Analysis
Agentic AI Analytics for the “right-now” answers
Built directly into EdgeTier, Ask Spotlight lets anyone on your team ask a question in plain language and get an answer from your real contact centre data in seconds.
Built on your customer data
Ask Spotlight works across every data point in your contact centre. This is not a generic AI assistant given access to your reports, but an expert analyst that has spent years learning your industry, given access to your specific data.
More than a generic AI assistant
Getting analysis quickly is one benefit, but the ability to have a dialogue with your data is what really differentiates Ask Spotlight. From the time you get your first response, you can interrogate that data, and ask for the why, or the root cause.
An analyst trained on your business
When you ask a question, Ask Spotlight is not searching a database of raw transcripts. It is querying a structured, deeply organised record of every customer interaction, making the answers specific, accurate, and trustworthy.
The EdgeTier Difference
Expert analysis, not generic AI assistance
EdgeTier has spent years building a platform that understands contact centre data in depth: contact reason taxonomy, sentiment in high-stress customer interactions, agent performance patterns, multilingual environments.
Ask Spotlight is guided by extensive prompts that encode that knowledge. The answers are curated to the use cases that actually matter in a contact centre.
Empower Your People
Ask Spotlight changes things for everyone in your contact centre.
Ask Spotlight is like being on speaking terms with your data. Each response opens the next question. Ask what has changed, then ask why, and then what you can do about it, all in one conversation.
Skip The Analyst Queue
Ops Leads & QA Managers
Ops Leads & QA managers have so many questions their data can answer, but getting there used to mean going through an analyst who knew how to query it. Now they can ask Spotlight directly.
Get Your Time Back
Analysts
Most data requests that land in an analyst’s queue are routine: pull this, filter that, format it, send it. Ask Spotlight can now handle most of those. The complex work that actually needs an analyst still comes their way, but the never-ending queue of repetitive requests slows down.
Decisions In Real-Time
Senior Leaders
Senior Leaders don’t interact with dashboards every day, but still need the reports that matter. Spotlight puts control in their hands, allowing them to call up the information needed to make business decisions and fix business problems, even while the meeting is happening.
Cover every angle
More than just dropping an LLM into a dashboard
EdgeTier’s deep domain expertise is baked into the foundation of Ask Spotlight, ensuring outputs are accurate, relevant, and tuned to the realities of contact centre operations.
Ask like you would an analyst. Shape outputs with your own organisational context, and get answers specific to your operation. You don’t have to worry about setup, configuration or infrastructure to manage. Ask Spotlight lives inside EdgeTier, access is managed through EdgeTier, and your data never leaves EdgeTier’s infrastructure.
Trusted by leading brands
to deliver measurable CX impact
Integrations
Integrate with any tool for clearer insights and smoother processes
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
Frequently asked questions
Everything you need to know about EdgeTier’s Ask Spotlight feature.
What is Ask Spotlight?
Ask Spotlight is an AI-powered analyst built directly into EdgeTier. You can ask questions about your contact centre data in a chat interface, and Ask Spotlight does all of the deep analysis required to get an answer.
What kinds of questions can I ask?
Anything you need to know about the contact centre data currently in EdgeTier. Contact volume trends, week-on-week comparisons, agent performance, what’s driving dissatisfaction, which topics are spiking, how customers feel about a specific channel. If it’s in your EdgeTier data, you can ask about it.
Is there any setup required?
You won’t need an upgrade, IT support, or a new integration project to get started. For existing customers, access to Ask Spotlight can be turned on in your Settings > Roles & Permissions page. For new customers, Ask Spotlight will work from Day One of go-live.
Does Ask Spotlight access all of our data?
It only has access to the data in your EdgeTier environment. Your data is fully isolated, and the same data permissions that govern the rest of the platform apply here.
Is our data sent to a third-party AI provider?
Yes. Your data never leaves the EdgeTier environment. Ask Spotlight is powered by our existing AWS infrastructure, and your data is never used to train AI models.
Does it comply with GDPR?
Yes. Ask Spotlight doesn’t introduce any new data flows outside your existing EdgeTier agreement, and the same role-based permissions that govern the rest of the platform apply here.
How is it different from building a report?
There’s no report to build. Just ask your question and get an answer in the chat. The same types of questions that would previously take a data team hours to turn around work in minutes. You can also follow up to go deeper without starting over.
Is Ask Spotlight included in our current contract?
Ask Spotlight is included in your EdgeTier platform access at launch, with an included usage amount. Speak to your Customer Success Manager for specifics on how it’s packaged for your account.
Who in our team can use it?
Anyone who needs fast answers from your contact centre data. Operations leaders use it for their daily volume check or to dig into spikes. QA analysts use it to find coaching opportunities and surface specific interactions. Senior leaders use it to understand what to prioritise without requesting and waiting for a full report.
Fix customer experience faster.
Pinpoint customers’ biggest problems sooner and take decisive action to solve them.