The insights and guidance you need to continually improve customer satisfaction.
EdgeTier conversation intelligence
The EdgeTier platform is an all-in-one conversation intelligence tool that helps contact centres dramatically improve customer experience by uncovering valuable insights from support and survey messages.
How it works
EdgeTier Conversation Intelligence
EdgeTier seamlessly integrates with most major customer platforms, like Salesforce, Zendesk, Intercom, LivePerson, and LiveAgent. Once connected, we scan and review the data from all support channels to deliver actionable insights, empowering your team to increase customer retention, improve efficiency, and boost customer satisfactions scores.
Get ahead of unknown customer issues
EdgeTier Sonar
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.
Understand what’s really happening with customers
EdgeTier Index
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 any customer interaction in real-time, and tell you how to make the improvements you need.
Deliver targeted coaching to Agents
EdgeTier Coach
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 to provide a great customer experience.
Key Features
AI-Anomaly Detection & Alerts
Comprehensive Conversation Analysis
Real-Time Data Integration
Targeted Agent Coaching
Smart Tagging
Multilingual Translation and Support
Customer Emotion Detection
Fast and Easy Setup
Secure Data Handling and Compliance
Customer-Focused Leaders Trust EdgeTier
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Integrates effortlessly with your preferred software.
Pull and push data with your existing software stack so your existing business processes still work, just better. EdgeTier is ready with integrations to all major players such as Salesforce, Live Person, Zendesk, Kustomer etc. as well as a simple API to connect to in-house system. Go live in less than 2 hours, with zero IT time required from your team.
Frequently asked questions
FAQ's
Everything you need to know about EdgeTier’s products.
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).
Still have questions?
Get in touch with our friendly team and we will assist with your questions.
Get in touch