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EdgeTier is Now Available in Claude’s Connector Directory
EdgeTier is now in Claude's connector directory. Connect it and your team can ask Claude about contact volumes, CSAT, sentiment and AutoQA results in plain language, with answers drawn from 100% of your customer conversations. See what you can ask, a worked example and how to get started.
Table of contents
EdgeTier is now available in Claude’s connector directory. Once it’s connected, anyone on your team who uses Claude can ask questions about your contact centre in plain language and get answers built from your real customer conversations.
Claude works from EdgeTier’s analysis of 100% of your customer conversations across Zendesk, Genesys, Salesforce and the other platforms you already use. It can also pull in information from your CRM, ticketing and messaging tools, so one question can combine what customers are saying with what’s happening in their accounts.
What does the EdgeTier connector for Claude do?
Getting an answer out of contact centre data usually means opening a dashboard, setting filters, exporting the results and building a report. With the connector, you type your question into Claude. It pulls the metrics, reads the conversations and analyses your live EdgeTier data to answer it.
Every answer can link back to the interactions, agents or anomalies it came from in EdgeTier, so you can check the source before you act on it.
Learn more: EdgeTier MCP
What can you ask Claude about your contact centre data?
- Investigate emerging issues: Explore a spike flagged by EdgeTier Sonar, read the conversations behind it, check related orders in Shopify and share a summary in Slack.
- Track performance: Monitor contact volumes, CSAT, sentiment and handling times by contact reason, channel, agent or other dimensions.
- Understand customer frustration: Filter conversations by customer emotion to see what’s frustrating customers this week and what they’re saying about it.
- Identify potential churn risks: Find customers who repeatedly contact support and cross-reference their interactions with your CRM data.
- Uncover recurring themes: Identify common issues across conversations and turn the findings into a Notion page for your product team.
- Find specific conversations: Search by topic, tag or keyword and read the full transcripts.
- Support agent coaching: Review AutoQA and manual scorecard results by agent and question, then draft coaching notes for team leads.
Just remember: for workflows involving other tools, such as Shopify, Slack or Notion, Claude also needs access to the relevant integrations.
What does this look like in practice?
Let’s say a travel company’s customer service team wants to understand why certain types of customer enquiries are increasing.
The team starts by asking Claude for this week’s top contact reasons compared with last week.
Claude returns a table showing that contacts about email confirmations have increased by 77%.
The team follows up with a simple question: “What’s happening with email confirmations?“
Claude analyses the underlying conversations and discovers that confirmation emails are failing for more complex bookings, including multi-city flights, group tours and travel insurance. Simpler bookings appear to be working fine.
In just two questions, the team has gone from spotting a spike in contact volumes to identifying a specific problem they can investigate and fix.
No manual filtering, data exports or reports required.
Access and security
You sign in using your existing EdgeTier account, and access is limited to your organisation and the permissions you already have in EdgeTier.
Claude can only access data you’re authorised to view.
The connector must first be enabled for your organisation, and your EdgeTier admin controls which roles are granted the Use MCP permission.
How to get started
Setup takes three simple steps:
- Contact your Customer Success Manager to enable the connector for your organisation.
- Ask your EdgeTier admin to enable the Use MCP permission for your role.
- Visit EdgeTier in Claude’s connector directory, click Connect and sign in.
Our setup guide also covers Claude Desktop, Claude Code and other AI assistants that support MCP.
Not an EdgeTier customer yet? [Book a demo]
About EdgeTier
EdgeTier is an AI-powered contact centre analytics platform built for customer experience and customer service leaders at large enterprises. It analyses 100% of customer interactions across voice, chat and email, uncovering insights that help improve agent performance, customer satisfaction and operational efficiency.
EdgeTier is trusted by leading brands across travel, retail, financial services and insurance.
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"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
Debbie Duggan
Contract Manager for Customer Solutions
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Nick Brazitis
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"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."
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