EdgeTier turns every customer conversation into live, actionable intelligence, delivering instant alerts and multilingual insights that reveal issues before they impact customers. Built-in agentic AI also gives you the power of 1,000 analysts right at your fingertips
Trusted by leading brands
to deliver measurable CX impact
21%
improvement in CSAT
25%
reduction in chat handling time
12%
reduction in contact volume
2.5x
faster for QA reviews
EdgeTier’s platform brings together three powerful capabilities and agentic AI functionality that helps your teams see problems sooner, understand their causes, and improve performance, all in real time.
Explore
Bring every customer interaction into one source of truth, automatically and in any region or language. Empower teams, from customer experience to operations and product, with the quantified insights they need to reduce contact volume, boost satisfaction, and act quickly when issues arise.
AI-powered contact reason tagging
Multi-conversation theme summaries
Sentiment analysis
Voice of the customer insights
Sonar
Every support interaction is analysed in real time to detect anomalies the moment they appear. When a spike hits (a payment delay, checkout error, or outage) your team gets an instant alert, a quantified impact report, and clear next steps.
Real-time anomaly detection
Instant notifications & alerts
24/7 data and interaction monitoring
Coach
QA reviews for 100% of conversations across every channel. Semantic tagging benchmarks agent performance on empathy, grammar, process, and policy adherence. Conduct targeted QA reviews in-platform using custom scorecards.
AI-assisted agent QA & coaching
Custom QA scorecard builder
AI customer experience score
Call recording playback
Ask Spotlight turns your contact centre data into a conversation. It’s agentic AI, built directly into EdgeTier, drawing on your actual contact history. Ask a question, get an instant answer, then ask why. No SQL. No spreadsheets. No waiting on an analyst.
Instant root cause analysis
Region, agent, and product breakdowns
Actionable recommendations, not just charts
EdgeTier connects to your existing platforms, with no heavy IT lift required.
1
EdgeTier integrates natively with Zendesk, Salesforce, Genesys, Freshdesk, LivePerson, and more. Your existing setup stays exactly as it is.
2
EdgeTier begins analysing 100% of your conversations immediately — surfacing contact reasons, sentiment trends, and anomalies in real time.
3
Get instant alerts, automated reports, and the visibility to fix problems at source — reducing contact volume and improving customer experience.
“We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth – it’s much easier to align and act.”
Reduction in payment-related queries
Hours saved across the team with auto-tagging
“With EdgeTier’s anomaly detection, we can identify spikes in contact volume and quickly investigate the causes, which helps us stay on top of issues before they become bigger problems.”
Less time tagging interactions
of responsible gambling cases prevented
FAQs
Everything you need to know about EdgeTier’s products.
Yes. EdgeTier integrates seamlessly with platforms like Zendesk, Salesforce, Intercom, Gorgias, Five9, Freshdesk, LivePerson, and so many others. That means you can start using AI insights without changing your workflows or migrating data.
Yes. EdgeTier automatically detects and analyses conversations in any language without requiring separate models per language. Its unified multilingual architecture delivers consistent insights across all markets, making it ideal for European contact centres handling customers in 5–10+ languages simultaneously.
Yes. Using AI-driven tagging and trend detection, EdgeTier automatically categorises contact reasons and identifies emerging friction points, so teams can act before issues escalate.
EdgeTier’s pricing is based on interaction volume – the number of customer conversations analysed each month – and differs depending on the size and complexity of your contact centre.
Pricing also varies by module, so teams can choose the capabilities they need:
This modular approach ensures each customer only pays for what delivers value to their business.
Most customers connect their helpdesk and start seeing insights within weeks. Implementation is lightweight and guided by EdgeTier’s onboarding team.
Pinpoint customers' biggest problems sooner and take decisive action to solve them.
