A New Look and Feel in WatchTower: Experience a fresher, faster, and more intuitive system

We’ve been busy behind the scenes, refining and refreshing your EdgeTier experience – making it faster, smoother, and more enjoyable than ever.

• Assist
• Coach
• Core Update
• Index
• Major Release
• Sonar

Your data, faster: Our analytics are now powered by ClickHouse

We’re upgrading parts of our analytics storage from PostgreSQL to ClickHouse, a high-performance OLAP database. This change makes filtering interactions, viewing custom charts, testing phrase tags, and other analytics noticeably faster—while keeping your data exactly where it is and just as secure as before.

• Core Update
• Major Release

Welcome to your new Home screen!

Starting today, all users will land on a new Home Screen when they log in, instead of the Explore screen. We’ve launched this brand new experience in WatchTower to help you get to insights faster and act sooner.

• Core Update
• Major Release

✏️ Edit Reviews, plus more Agent QA Reviews updates

We're always adding new features to enable better Agent QA in Watchtower.

💡 Discover Your Frequent Customers — Now in a Dedicated View!

Multiple contacts from the same customer can mean many things: they're happy and engaged, they're dealing with a complex issue, or they keep hitting a recurring roadblock. The new Frequent Customers screen helps you surface customer journeys worth investigating.

Customise your Agent QA process with our new Scorecard Builder

We’ve officially launched the new Scorecard Builder for Agent QA — making it easier than ever to build, update, and manage scorecards directly in the platform, no spreadsheet required.

• Coach
• Major Release

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.

• Core Update

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.

• Core Update
• Major Release