Product Overview

The insights and guidance you need to continually improve customer satisfaction.

The EdgeTier AI Platform continuously monitors and uncovers what’s happening in customer conversations so Customer Contact teams can proactively address issues, provide faster, more personalised responses, and deliver exceptional service, all in real-time.

How it works

EdgeTier is a real-time AI system that monitors conversations, identifies issues, and surfaces insights, enabling you to fully leverage customer interactions to enhance the customer experience.

EdgeTier takes communications data, at scale, and makes it actionable and accessible.

Sonar

Get ahead of unknown customer issues

EdgeTier scans 100% of customer service channels (chat, email, call, social media, survey), and alerts you whenever there's emerging or unknown issues on the rise. You get a clear view of what's happening, who it affects, and what's causing it—without sifting through countless conversations.

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Index

Understand what’s really happening with customers

Why are you seeing a drop in customer satisfaction, a surge in complaints, or negative product feedback? These are the tough questions made even more difficult to answer by fragmented data, inconsistent tagging by agents, and manual processes. Our AI platform can analyse and tag any customer interaction in real-time.

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Coach

Deliver targeted coaching to Agents

Gone are the days of manually looking through a handful of agent conversations. With AI powered insights you can pinpoint the areas that require the most attention and provide targeted coaching to agents, speeding up your QA process, and supporting your team on providing a great customer experience.

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Assist

Provide fast, personalised responses to customers

Our system provides all the necessary data for every interaction in one place, so agents can stay focused on the conversation. With intelligent query routing to the best-suited agent and AI-assisted prompt responses, you improve efficiency, customer satisfaction, and first-time resolution rates.

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Achieve more from one single platform

AI-Anomaly Detection & Alerts

Comprehensive Conversation Analysis

Real-Time Data Integration

Multilingual Translation and Support

Skill-Based Routing

Automatic Response Suggestions

Targeted Agent Coaching

Smart Tagging

Customer Emotion Detection

Fast and Easy Setup

Cross-channel Monitoring

Secure Data Handling and Compliance

Integrations

EdgeTier can go live in 2 hours with zero IT time required. The product integrates with almost every major contact centre software provider.

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Customer Focused Leaders Trust EdgeTier

See how customer-centric teams use EdgeTier AI to unlock their customer reality, drive retention, and improve their customer experience.

Nick Brazitis

Global Customer Care Manager

“The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch.”

Deborah Guivisdalsky

COO

"We are now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed for days."

James Waghorn

Director of Customer Contact

"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."

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Frequently Asked Questions

What is EdgeTier?

EdgeTier's Artificial Intelligence (AI) technology scans and analyses every single customer and agent message in real-time, allowing teams to react to customer issues as they emerge, typically before anybody has even noticed there is an issue. EdgeTier's platform also provides a clear understanding of what is causing customer frustration and happiness, and where customer service agents are having problems. All in real-time, all with minimal manual effort.

Is EdgeTier suitable for us?

EdgeTier partners with various businesses in retail, travel, iGaming, and utilities. These companies have customer service teams ranging from 25 to 250 agents who interact with customers through chat and messaging. They usually deal with high volumes of customer inquiries in a B2C setting, often in multiple languages.

Who is behind EdgeTier?

EdgeTier is an AI company based in Dublin Ireland. Founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017, the company builds products that help customer centric organisations access and use the insights contained within their customer conversations. With backgrounds in software engineering, machine learning, and technology entrepreneurship, the founders have built a company that now serves B2C companies operating in travel, igaming, retail, and government sectors through Europe and the Americas.

What is EdgeTier Sonar?

At a busy, multilingual contact centre, it’s close to impossible to keep track of the conversation topics that are ongoing at any one time of the day. Even if you could listen to several hundred agents simultaneously, identifying and extracting patterns from their communications would be impossible.

The EdgeTier Sonar system does just this, it watches what is going on, so that you don’t have to. Our AI learns about ‘normality’ within your contact centre; how your customers phrase things, words and the language they use. By understanding what normal looks like, it brings to light the hidden opportunities and risks buried within the details of individual conversations.

What is EdgeTier Index?

EdgeTier's Index is a tool designed to extract key insights from customer service interactions, providing a concise snapshot of information. It helps users quickly understand and analyse large volumes of text, calls, surveys and tickets, providing fast and detailed insights from every customer interaction - arming your team with intelligent insights for confident business decisions.

What is EdgeTier Coach?

Rather than rely on random and manual spot-checks for agent quality assurance, EdgeTier's AI monitors all agent messages to detect the things important to your customer service team. Detect off-brand language, banned words or phrases, spelling and grammatical errors, excessive template usage, generation of repeat contacts, or any other quality issues in agent conversations. 100% of conversations are monitored 100% of the time.

What is EdgeTier Assist?

EdgeTier Assist is a modern chat and email handling system for customer service agents in high volume customer facing contact centres. Assist specialises in improving agent contact centre performance by sending messages to the right agent automatically, retrieving helpful customer information for agents and automated wrap up processes after chats.

Will EdgeTier work with our customer service platform?

EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc).