EdgeTier AI scans your contact center for issues and alerts you

EdgeTier watchTower

Track every metric and KPI in your customer service center

Monitor your entire contact operations and customer conversations with AI; understand contact center KPIs in real time and help your agents weather every storm.

How can WatchTower help track Your Customer Service KPIs?

WatchTower is an AI product that not only monitors your customer conversations but also scans your contact center KPIs and metrics around the clock to look for any unusual patterns.

Benefits for Customer Service Managers

Stop watching KPI reports and dashboards, let AI do the worrying for you.
Get notified about changes to your contact center KPIs or quality metrics faster than ever before.


Better Customer Experience

Never leave a system failing or out-of-service-level again. With WatchTower, receive immediate notification of abnormal behaviour, and fix issues for your customer and users quicker.

edgetier improves agent performance with AI and machine learning

Peace of Mind

Checking dashboards and KPI reports daily for anomalies? Worried about reacting too slowly to external events?

Stop the stress, and let AI worry about every metric and detail.

increase up sell for customer service chat agents

Reduced Costs

Are you losing valuable time monitoring KPI dashboards and hunting through data for root causes?

Stop. Let WatchTower scan customer service KPIs and conversations to show you what's going wrong with only a few clicks.

We did have an outage today and the WatchTower email was the reason we found out... This also enabled me to pinpoint the time of the outage ... not only did you help notify us but you helped pin point when it went down.

WatchTower User, Customer Operations


EdgeTier has built WatchTower after real experiences with work-force management (WFM) and real-time analysis (RTA) teams at contact centers. WatchTower uses state of the art machine learning methods to analyse gigabytes of real-time data and distill it to only the most pertinent alerts for managers.

EdgeTier can scan customer conversations as well as contact centre KPIS

How it Works

WatchTower monitors your contact center KPIs 24/7 to alert you of anomalies as they occur. 

WatchTower’s AI engine learns what your customers talk about and how your contact center operates so that it can inform you as soon as issues occur.

What can you track?

EdgeTier WatchTower can track customer conversation topics and issues as well as all traditional contact center KPIs and metrics in real time. 

  • Service Quality KPIs
  • Contact Center AHTs
  • Abandon Rate
  • Customer Satisfaction KPIs
  • Conversation Topic Distribution
  • Agent Performance KPIs
  • Customer Service KPIs
  • WFM Performance
  • Topic Detection 

Whatever drives success at your contact center, EdgeTier can automatically track and monitor in real time.

For maximum use of artificial intelligence in contact centres integrate with your CRM and ticketing system like Zendesk, Salesforce, Freshdesk

Simple Integration

Get results and show value quickly.

WatchTower uses data from your existing contact center systems. Simply plug in, set up the data integration, and let WatchTower do its work.

We integrate with all major contact center providers, including Genesys, Cisco, Zendesk, LivePerson and Salesforce. Using another system? Ask us for details.

Remote Native

Has your team embraced remote working?

Are you finding it hard to get a feel for what customers are talking to agents about or what is happening ‘on the floor’?

WatchTower brings contact center metrics and KPIs back to your fingertips, no matter where you, your advisors, or your customers are located

customer service agent working from home
Accelerate your team

Why WatchTower?

At your contact center, what is the cost of missing an event that has a negative customer satisfaction effect?

WatchTower will give you the tools to reduce the time-to-reaction and the peace-of-mind to know your center is safe.

Risk Free Trial

Sign up for a trial, and EdgeTier will assess historical data at your contact center to show you what alerts you would have received over the last 12 months.

Rapid Deployment

WatchTower links quickly with all major providers and can capture your contact center data instantly. Go from zero to AI-alerts in a day.

User control

Add as many users as you require, give alerts and reporting access to the people who need them most in your contact center. Empower your teams to react quickly to changing scenarios.

Custom AI

Your customers speak to you in your language. EdgeTier train individualised machine learning systems based on your industry and company jargon and vocabulary for unparalleled accuracy.

Reporting SUite

Behind WatchTower, a full suite of reporting is available to help you explore and discover patterns in your data, and discover the root cause of anomalies as soon as they are detected.

See for yourself

Turn on WatchTower at your contact center, and we'll tell you when you would have been alerted over the last 12 months.

Only sign up and pay for ongoing alerting and reporting.

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