Product Updates

Stay up to date on all the latest features across EdgeTier

Featured Updates


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 system while reviewing interactions.

  • Coach
  • Core Update
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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, covering key issues, customer sentiment, and resolutions, without needing to read through the entire conversation. Powered by Claude AI and AWS Bedrock, these AI-driven summaries are fast, accurate, and insightful.

  • Core Update
  • Index
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New Emotion: Customer Confusion πŸ˜•

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 detection mode automatically flags messages where customers express confusion about products, processes, or solutions provided by agents, eliminating the need for manual tag setup.

  • Index
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December, 2024

Custom Charts: Interactive metrics at your fingertips

Our new custom charts feature offers a dynamic and efficient way to visualise customer insights, allowing users to easily explore their data in real-time. Gone are the days of exporting data, uploading it to external tools, and manually creating graphs.

  • Core Update
  • Index
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