Speech Analytics Software

Contact Center Speech Analytics Solution that Catches Issues Early

Traditional contact center speech analytics show what already happened. EdgeTier surfaces emerging issues and root causes in real time so teams can act before problems escalate.

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Voice of the Customer Program

12%

reduction in contact volume

+15

point increase in NPS

21%

improvement in CSAT

-80%

manual tagging time

What makes EdgeTier the best speech analytics for contact centers

Complete Visibility

See every customer signal instantly. EdgeTier unifies, indexes, and tags 100% of calls, chats, emails, and messages automatically — giving your organisation a complete and consistent foundation for contact center speech analytics across all channels, not just voice.

Identify trends

Uncover emerging themes, sentiment shifts, behavioural patterns, and operational issues that influence your KPIs. With advanced voice analytics and text analysis, EdgeTier detects what’s changing as it happens — long before traditional speech analytics tools or dashboards reveal it.

Clear quantification

Put the “why” behind every customer contact. EdgeTier measures the frequency, scale, severity, and business impact of each issue, allowing your teams to prioritise fixes based on real impact — not volume or guesswork. Speech analytics software becomes an operational decision engine at your call center, not a reporting repository.

Speech Analytics Insights Shared

Make trustworthy, real-time insight accessible across CX, Product, Operations, Compliance, and Leadership. EdgeTier connects speech analytics directly to root causes and operational fixes, helping teams act faster without needing analysts, dashboard digging, or technical expertise.

Clarity, impact, and prioritisation from modern speech analytics

Consolidate customer conversations from calls, chat, email, surveys, and reviews into one centralised platform. Modern contact center speech analytics software isn’t only about analysing voice – it must capture the full customer journey across every channel. EdgeTier gives equal weight to calls and text interactions, ensuring you never miss emerging issues, or critical insight.

Overall customer summary card with an AI-generated product issue insight, showing quantified impact, tags, frequency, and trend over time

Spot customer issues as they emerge

Contact center speech analytics shouldn’t explain problems after the fact. EdgeTier identifies emerging issues in real time, from rising frustration and repeat calls to broken journeys and process gaps.

Teams can act early, before CSAT drops, escalations increase, or small issues become systemic problems.

All support data unified with no manual tagging needed

A complete, accurate dataset without agent wrap-up bias or dropdown limitations

Fully categorised hub of customer insight available in any language

Graphs depicting how particular customer issues are impacting key metrics like CSAT, handling time, and frustration

Spot customer issues as they emerge

Contact center speech analytics shouldn’t explain problems after the fact. EdgeTier identifies emerging issues in real time, from rising frustration and repeat calls to broken journeys and process gaps.

Teams can act early, before CSAT drops, escalations increase, or small issues become systemic problems.

Automatic categorisation of every interaction into clear, actionable themes

Sentiment analysis applied automatically across all conversations

Instant alerts for high risk or priority issues

Automatic interaction analysis in any language

AI summary card quantifying customer issues and insights, giving a clear understanding behind contact.

Understand why performance changes, not just that It does

EdgeTier goes beyond surface-level trends by revealing the drivers behind customer behavior. Speech analytics connects what customers say with sentiment, themes, and outcomes to uncover root causes behind performance shifts.

This helps teams explain why metrics move and what to fix first, not just report on changes.

Automatic quantification of every issue, trend, and contact driver

AI summaries across topics, groups of conversations, and individual customer profiles

Clear understanding of the reasons behind negativity, complaints, or churn

Agent using Explore to uncover a product issue that is then sent over to the relevant department to address.

Capture the voice of the customer at scale

Surveys only tell part of the story. EdgeTier’s contact center speech analytics captures the real Voice of the Customer directly from conversations, revealing unmet needs, recurring pain points, and emerging expectations.

This gives teams a continuously updated view of customer experience, without relying on delayed or incomplete feedback.

Easy sharing of insights, summaries, and reports across departments

Custom reports for specific teams, regions, or themes

Clear opportunities for improving product, service, and operational decisions

Visibility into operational blockers or policy failures

Insight without needing analysts or AI expertise

“Now that we’ve got the insights, we can target the problems our staff and customers are facing"

TUI used Explore and Spotlight to pinpoint the real root causes behind surging contact volumes – including an emerging payment confirmation issue responsible for 20% of all queries. By turning their Voice of the Customer program into a direct link to operational fixes, TUI reduced payment contacts by 40%, cut overall volume by 7%, and saved over 100,000 agent hours annually.

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TUI’s impact after using Explore

80%

reduction in manual tagging

80-90%

faster analysis

12%

fewer customer contacts

12%

boost in CSAT

Trusted by leading brands
to deliver measurable CX impact

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 are now able to proactively identify the main complaints that the customers are having about our product.
Novibet has saved close to six full-time employees during the last six months from efficiencies.
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 has improved data visibility and has ultimately helped us understand our business better
EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
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EdgeTier’s platform has allowed us to deliver better customer experience!
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%
Integrations with EdgeTier

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.

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FAQs

Frequently asked questions

Everything you need to know about EdgeTier’s products.

  • What is EdgeTier Explore?

    Explore is EdgeTier’s customer insight and conversation intelligence platform — a next-generation Voice of the Customer software solution. It analyses 100% of customer interactions in real time across chat, email, calls, and surveys to reveal what’s driving contact, frustration, and customer experience. With built-in voice of customer analytics, Explore quantifies the size and impact of every issue so you can prioritise what to fix first.

  • How does Explore analyse customer conversations?

    EdgeTier uses advanced AI to transcribe, tag, and index every spoken and written interaction across all support channels. It automatically detects sentiment, emotion, frustration, confusion, praise, contact drivers, and operational issues — with no manual tagging or agent wrap-up. This combines speech analytics, text analytics, and behavioural signal detection into a single engine.

  • What problem does contact center speech analytics solve?

    Traditional reporting shows what happened after the fact. Contact center speech analytics helps teams understand why issues are happening and spot emerging problems early, before they impact CSAT, repeat contacts, or operational costs.

  • How does Explore quantify issue size and impact?

    EdgeTier measures the volume, trend, severity, and business impact of every issue or contact driver. AI-generated summaries show how many customers are affected, what’s causing the problem, and how it impacts KPIs. This turns speech analytics into clear, actionable prioritisation rather than raw data.

  • Can EdgeTier Explore help reduce contact volume?

    Yes. Explore identifies high-volume or avoidable contact drivers and shows which changes will have the biggest impact. Organisations such as TUI have used Explore to cut payment contacts by 40% and lower overall contact volume by identifying issues early and prioritising the right operational fixes — a key benefit of effective Voice of the Customer software.

  • Does Explore work across multiple languages and regions?

    Absolutely. EdgeTier automatically analyses conversations in any language and works across all regions, providing a unified and comparable view of sentiment, themes, and issues globally. This makes it ideal for multinational contact centres using contact center speech analytics at scale.

  • Who benefits most from contact center speech analytics?

    Contact center speech analytics is valuable for:

    • QA and coaching teams improving performance

    • CX leaders tracking experience drivers

    • Operations teams reducing repeat contacts

    • Product and process teams identifying friction points

  • How is EdgeTier different from traditional speech analytics tools?

    Traditional tools rely heavily on transcripts, sampling, surveys, and manual tagging — and often reveal issues only after they’ve grown. EdgeTier analyses every interaction automatically, detects emerging issues early, quantifies impact, and prioritises what to fix next. It turns speech analytics into real-time operational insight, not static reporting.

  • Does Explore provide alerting on critical or high-risk messages?

    Yes. Explore includes automatic alerting for issues such as payment failures, compliance risks, abusive behaviour, system errors, or vulnerable customers. Alerts can be delivered via Slack, Teams, or email, allowing your Voice of the Customer program to act on risks immediately.

  • How long does it take to implement Explore?

    EdgeTier is fast to deploy. Our team handles setup, integration, and configuration, typically getting organisations live in just a few weeks — with minimal engineering effort required. You get value from our speech analytics software almost immediately.

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