iGaming customer support software for real-time player insight.
iGaming Contact Centre Analytics
Know what your players are contacting you about, spot problems before they escalate, and give your agents the context they need to resolve issues faster.
"We now have a highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Deborah Guivisdalsky, COO – Codere
What iGaming support teams get from EdgeTier
EdgeTier is iGaming customer support software that connects to your existing contact centre tools and gives your team real-time visibility into what players are contacting you about, why, and what needs to be fixed. Used by Kaizen Gaming, Codere, and Novibet.
One view of everything players are contacting you about
EdgeTier connects directly to your support tools and analyses every chat, email, call, and survey. You get a clear picture of contact drivers across all channels, without anyone having to manually tag or categorise conversations.
Catch player issues the moment they start
Sonar monitors contact patterns in real time and alerts you when something is off. If players are unable to log in, have bet placement failures or withdrawal delays, you find out immediately, not after 400 customers have already been affected.
Understand what's driving player frustration
Explore surfaces the patterns behind your contact volume: recurring issues, frustrated VIP players, friction in specific markets or languages. The kind of detail that actually changes how the product and ops teams work.
Conversation Intelligence for iGaming
Improve CSAT, Reduce Costs
Real-time alerts that catch player issues before your queue does
Catch issues before they hit the queue
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Most iGaming support teams find out about a platform issue when the queue spikes. By then you are already behind. EdgeTier monitors contact patterns across every channel and flags anomalies the moment they form, so you can act before the volume builds. |
AI-assisted QA across 100% of your iGaming conversations
Quality you can measure, not just manage
Manual QA covers a fraction of what your agents handle. Coach scores every interaction automatically, flags policy breaches, sentiment drops, and compliance risks, and shows you exactly where individual agents need support. You spend time coaching, not sampling.
Know why players are contacting you, and fix the root cause
Fix the issues that stop players coming back
Blocked withdrawals, broken promo codes, verification delays; players contact support when something has gone wrong. Explore categorises every conversation automatically, so you can see which issues are driving volume, which markets are most affected, and what your product and operations teams need to fix.
Instant alerts when responsible gaming language appears in player interactions
Responsible gaming monitoring that actually works
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When a player uses language that signals a gambling problem, your team needs to know straight away. EdgeTier monitors every conversation in real time and sends an immediate alert when responsible gaming triggers appear, so your agents can respond appropriately and your compliance team has a full audit trail. |
Know exactly why your players are contacting you, and fix it before it gets worse.
Real-time contact reason analysis and anomaly detection for iGaming support teams.
Key Features
Real-Time Anomaly Detection & Alerts
Auto-Tagging
Customer Emotion Detection
Conversation Summarisation
QA analysis
Responsible Gaming Detection
Agent Scorecards
Repeat contact analysis
Player Experience Score
Data Export
Multilingual Translation and Support
Secure Data Handling and Compliance
Customer-Focused Leaders Trust EdgeTier
Afroditi Pina
Director of Customer Service
“I would say that we have managed to see a return on investment by applying EdgeTier in Novibet, saving something close to six full-time employees during the last six months from efficiencies.”
Deborah Guivisdalsky
COO, Codere
"We are now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed."
Giovane Nicolau Junior
Head of Operations Performance
"EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error."
What our customers say
Real-time insights and powerful AI agent quality assurance
How Novibet uses EdgeTier to listen to the voice of the customers and achieve savings equivalent to six full-time employees.
We can integrate with almost anything
Integrations
Stop finding out about player issues after the queue has already spiked.
EdgeTier monitors your iGaming contact centre in real time and alerts you the moment something is off. Book a demo to see how it works for your operation.