Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
1 May 2025
Smarter customer insights in one click: Introducing the Customer Overview screen
We’re excited to launch the new Customer Overview screen in WatchTower, designed to give you a complete, AI-powered view of...
19 March 2025
Save and Reuse Your Preferred Filters & Charts
We’ve made it easier than ever to save and apply your favorite filter and chart settings on the Explore screen!...
4 March 2025
Shine a Light on Contact Reasons Across Multiple Conversations with Spotlight Summaries
Spotlight Summaries is here! This new feature makes it easier to spot trends in customer conversations. Instead of reviewing interactions...
27 January 2025
Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the...
27 January 2025
LLM Interaction Summaries
We’re excited to introduce our new Interaction Summaries feature! Now, you can quickly access concise bullet-point summaries of customer interactions,...
26 January 2025
New Emotion: Customer Confusion 😕
We've enhanced our emotion and sentiment detection by adding a powerful new feature that identifies Customer Confusion in messages. This...
New Emotion: We can now detect Agent Empathy automatically
Our new detection model highlights moments where agents show genuine understanding and emotional intelligence, giving teams a new way to track and coach the soft skills that matter most in high-stakes interactions. It’s our first emotion that looks at the agent’s side of the conversation, rather than the customer’s.
Smarter customer insights in one click: Introducing the Customer Overview screen
We’re excited to launch the new Customer Overview screen in WatchTower, designed to give you a complete, AI-powered view of any customer’s journey, all in one place.
🚀 Introducing the EdgeTier Push API – Now Available!
We’re excited to announce that the EdgeTier API is now available for customers who want to send interaction data directly to our platform. This push API provides a flexible way to integrate your data, especially if it’s in a non-standard format or from a source with no direct integration with the EdgeTier platform.
Save and Reuse Your Preferred Filters & Charts
We’ve made it easier than ever to save and apply your favorite filter and chart settings on the Explore screen! Instead of manually re-entering filters and adjusting charts each time, you can now save your preferred setup as a "Preset"—allowing you to quickly switch between different data perspectives and track trends without extra effort.
Shine a Light on Contact Reasons Across Multiple Conversations with Spotlight Summaries
Spotlight Summaries is here! This new feature makes it easier to spot trends in customer conversations. Instead of reviewing interactions one by one, Spotlight Summaries analyse multiple conversations at once, highlighting recurring issues, agent performance trends, and customer frustrations, without the manual effort. Now, you can quickly understand what’s driving conversations and take action to resolve customer issues.
Improve Tagging Accuracy with Group Filters
You can now apply filters to Tag Groups on the Configuration > Tags and Triggers screen. In short, tag group filters prevent tags from appearing in unrelated conversations.
Agent QA Review Access
Agents can now log in to EdgeTier to view their agent QA reviews directly, creating a secure, personalised environment for feedback. This enhancement replaces the need to rely solely on email notifications, offering a centralised hub where agents can access all their evaluations in one place.
Anomaly summaries
Anomaly detection just got smarter! We’ve revamped the system with anomaly summaries using the same advanced AI that powers our interaction summaries. This means you no longer need to sift through every message to understand what’s going on. Instead, users get clear, concise insights at a glance.
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