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• What happens when agentic AI becomes your contact centre analytics team (19 June 2026)
• EdgeTier MCP: Your Data, Your Tools (16 June 2026)
• Staying ahead of customer issues when it matters most, with Novibet (9 June 2026)
• EdgeTier is now available on AWS Marketplace (4 June 2026)
• Your Contact Centre Is Sitting on a Goldmine. Spotlight Helps You Dig (2 June 2026)
• Ask Spotlight: your contact centre data answering back (26 May 2026)
• Voice of Customer Analytics: Turning Support into Strategy (27 April 2026)
• Speech Analytics Reporting: Metrics That Matter (22 April 2026)
• Why 95% of AI Projects Fail, And What Day One Should Actually Look Like (20 April 2026)
• Travel Contact Centre Management: How to Handle Peak Season Demand (15 April 2026)
• AI-Powered Quality Assurance: How It Works and Why It Matters (9 April 2026)
• What's New at EdgeTier: Q1 2026 Product Updates (2 April 2026)
• How to Reduce Contact Volume with AI: A Practical Guide (30 March 2026)
• How Speech Analytics Reduces Contact Centre Costs (27 March 2026)
• What is Contact Centre AI Analytics? A Complete Guide (24 March 2026)
• Retroactive Phrase Tagging: Turning Yesterday’s Conversations into Today’s Answers (24 March 2026)
• Why Green Dashboards Hide the Real Customer Experience Story (18 March 2026)
• How Speech Analytics Improves Quality Assurance (12 March 2026)
• 5 Ways Conversational AI is Improving the Life of Contact Center Managers (2 March 2026)
• Speech Analytics vs Conversation Analytics: What's the Difference? (25 February 2026)
• What is Your Customer Visibility Maturity Score? A 60-Second Diagnostic (23 February 2026)
• The Magic CSAT Number: Why One Point Could be Worth 30% More Revenue (19 February 2026)
• Your Contact Centre’s Lack of Visibility is Causing an Experience Gap (16 February 2026)
• Call Centre Voice Analytics Explained (10 February 2026)
• When AI Customer Support Fails: Why High-Stakes CX Moments Still Need Humans (4 February 2026)
• Speech Analytics Software: What to Look For (28 January 2026)
• How QA Turns Every Customer Conversation Into a Retention Strategy (26 January 2026)
• What is the True Cost of Poor Customer Visibility? (19 January 2026)
• Call Centre Speech Analytics: Use Cases & Benefits (15 January 2026)
• 6 Customer Experience Trends That Will Redefine CX in 2026 (13 January 2026)
• How Real-Time Anomaly Detection Transforms Retail Contact Centres During the Festive Season (17 December 2025)
• Strong Customer Emotion Spikes: The Signals Most Support Teams Miss (8 December 2025)
• Conversational Analytics: Earning CX a Seat at the Boardroom Table (27 November 2025)
• Voice of the Customer Programs Explained: Challenges, Insights, and How to Get It Right (11 November 2025)
• Black Friday Survival Guide for Contact Centre Leaders (10 November 2025)
• Customer Support Data Maturity: The 4 Levels That Define CX Success (31 October 2025)
• When Chatbots Go Wrong: The New Risk Landscape in AI Customer Service (29 October 2025)
• Introducing a Fresher, Faster, More Intuitive Look Inside EdgeTier (22 October 2025)
• How to Turn Your Contact Centre into the Company’s Most Powerful Insights Hub (16 October 2025)
• Build or Buy? Your Guide to Choosing the Right Customer Service Analytic Tool (9 October 2025)
• How Can Contact Centres Stop Reactive Firefighting and Start Proactive Service? (23 September 2025)
• EdgeTier Home Screen: Real-Time Customer Service Insights (27 August 2025)
• EdgeTier Secures Betsson Group as new customer to power AI-driven customer insight and service optimisation (21 July 2025)
• Now Detecting Empathy: Sentiment Analysis for Customer Support That Captures the Human Side (14 May 2025)
• Spotlight What Matters Most in Your Customer Conversations (4 March 2025)
• Fixing Confusion: Elevating emotion detection for smarter customer support (16 January 2025)
• What’s New at EdgeTier: Anomaly detection summaries & agent QA wrapped for 2024 (20 December 2024)
• EdgeTier Ranks #11 in Deloitte’s 2024 Technology Fast 50 Awards (6 December 2024)
• Modern Quality Assurance: How to do customer service QA the right way (15 November 2024)
• Meet our Agent QA Reviews feature: Faster evaluations and targeted feedback (17 September 2024)
• AI-Powered Interaction Summaries are now available in EdgeTier (9 September 2024)
• EdgeTier now integrates with Zendesk Eventbridge (9 September 2024)
• Celebrating Our ISO 27001 Certification: What It Means for You (22 May 2024)
• EdgeTier raises €6m in Series A round led by Smedvig Capital (13 June 2023)
• Why Contact Centres Must No Longer Gamble On Missing Customer Issues (9 June 2023)
• Travel Contact Centres exceed SLAs with AI Monitoring Alerts (9 June 2023)
• 7 Ways AI can Supercharge Agent Performance (9 June 2023)
• What is Good Customer Service? (6 June 2023)
• How Marketplace Contact Centres Are Scaling Chat & Email (6 June 2023)
• Customer Sentiment Analysis for contact centres (6 June 2023)
• Where and Why to apply AI in your contact centre (6 June 2023)
• AI Powered Quality Assurance (QA) and Agent Reviews (15 February 2023)
• Five Agent Assist applications for contact centres (1 August 2022)
• Using AI to Label Contact Centre Contacts and Surveys (25 March 2022)
• Contact Deflection, Chatbots, and Customer Assistance (14 March 2022)
• EdgeTier Version 5.22: Departments, Email Routing, Skill Editing (28 October 2021)
• Analyse Customer Sentiment on Zendesk Ticket Comments (21 September 2021)
• WatchTower September Release: Emotions, Metrics, and Interaction Views (16 September 2021)
• React to Issues Faster With Contact Centre AI (22 June 2021)
• EdgeTier Version 5.20: Offline Chat Deflection & Live Searched Chats (16 June 2021)
• Using AI to Improve Customer Experience (10 June 2021)
• Analytics Innovation Award Finalists (24 May 2021)
• Holiday Extras use AI Alerting to Improve Travel Contact Centre Metrics (19 May 2021)
• How Cartrawler Revolutionised Customer Support with Award Winning AI (13 May 2021)
• EdgeTier Version 5.17: Full-text Search & Filter Improvements (26 April 2021)
• EdgeTier Version 5.15: Chat Warnings, Change Skill, Email Enhancements & More (11 January 2021)
• EdgeTier Version 5.13: Limitless Reporting, Shortcuts, Notes & More (27 November 2020)
• Department of Foreign Affairs Works With EdgeTier for Next Generation Live-Chat (13 August 2020)
• Anomaly Detection - Can it help in Contact Centre Management? (11 August 2020)
• What Is Good Customer Service For Utilities? (18 June 2020)
• What Is Good Customer Service For Retail? (15 June 2020)
• Agent Stress: Identification and Management in Contact Centres (2 March 2020)
• CCMA Awards 2019 (21 November 2019)
• Is a Lack of Personalisation Driving Down Customer Experience Scores? (24 October 2019)
• Enhancing Customer Service Performance With AI - Interview (3 October 2019)
• Why Bother Assisting Agents In Customer Service? (20 May 2019)
• CCMA Members Forum - CarTrawler & Edgetier - Using AI to deliver seamless customer experiences and drive commercial results (18 March 2018)