Coach
Surface insights that help your agents get better every day
Gain instant visibility into agent performance, spot behaviour trends early, and act fast with AI-assisted quality assurance. Coach centralizes the precise agent insights that matter most, letting you move from reactive manual reviews to proactive, continuous improvement – saving time and boosting CSAT.
+90%
increase in QA coverage
16
point increase in CSAT scores
x33
more interactions analysed with AI
2.5x
faster for QA reviews
How Coach transforms agent quality assurance
Coach works by analysing every chat, call, and email – surfacing where agents need support, then giving you the tools to coach, review, and improve performance quickly.
Full visibility
AI analyses 100% of agent conversations and surfaces the trends, behaviours, and issues that need your attention.
Smarter coaching
Identify who needs support and where – then guide conversations, feedback, and development with the data to back it up.
AI Assisted QA
Remove the manual effort and let AI assist with reviews, scorecards, and highlight priority conversations while you stay fully in control.
Smarter QA. Sharper coaching. Stronger teams
See every interaction clearly
AI scans every chat, call, and email across all languages automatically tagging where confusion, frustration, or inefficiency arise – and why. Find the topics and agents that drive repeat contacts, benchmark core communication skill, and expose hidden performance gaps before they escalate.
Automatically detect trends across agents, teams, and departments
Track CSAT, resolution time, empathy, grammar, and more
AI detection deep dives into root causes behind performance gaps
See hidden emotional signals and themes that raw data won’t surface
Turn insights into better coaching
Coach turns insights into better agent performance. Select conversations for review, create flexible scorecards, and deliver targeted feedback directly to agents. Continuous, transparent coaching helps agents improve faster and ensures every conversation reflects your standards.
Review and provide feedback on agent performance directly in-platform
Build flexible, custom scorecards and scoring systems
Agent access to scorecards, driving visibility and accountability
Track performance improvement over time with clear reporting
Semi-automate QA and save hours
Coach’s AI can perform reviews for you — analysing conversations, completing scorecards, and surfacing high-impact reviews. Your QA team can blend AI-driven scoring with manual checks to maximise coverage, maintain accuracy, and focus time on coaching rather than admin.
AI analyses conversations and fills QA forms automatically
Identify trends, skill gaps, and training needs across all agents
Combine AI reviews with manual checks for added depth
Achieve 100% QA coverage with minimal effort
“We’re not basing anything on anecdotal evidence anymore… with EdgeTier we feel we have the true picture of what’s really happening in the contact centre.”
Electric Ireland used Coach to move QA from manual, delayed sampling to a complete, real-time view of agent interactions. With conversation analytics, they could instantly spot issues, understand the root cause, and turn those learnings into targeted coaching.
Electric Ireland’s impact after using Coach
21%
Increase in CSAT
37%
Reduction in emails
19%
Improvement in FCR
Trusted by leading brands
to deliver measurable CX impact
Integrations
Integrate with any tool for clearer insights and smoother processes
From the industry’s biggest platforms like Zendesk, Live Person, and Salesforce, to simple in-house tools, gain complete, crucial insights that other solutions alone can’t give.
FAQs
Frequently asked questions
Everything you need to know about EdgeTier’s products.
What is EdgeTier Coach?
EdgeTier Coach is an AI-assisted agent performance and QA platform that automatically analyses 100% of customer conversations – across chat, email, and voice – to surface coaching opportunities, measure quality, and drive agent improvement. It replaces manual sampling with real-time insights and data-driven feedback.
How does AI-powered QA work in Coach?
Coach uses advanced natural language processing to assess every conversation for empathy, grammar, process adherence, tone, and more. It benchmarks performance across agents and teams, highlights outliers, and can even fill in QA scorecards automatically — giving you full visibility without the manual workload.
Can we customise our QA scorecards and evaluation criteria?
Yes. Coach supports complete flexibility in QA design. You can build custom scorecards tailored to your internal policies, compliance requirements, or brand tone, and use them for both AI-assisted and manual reviews.
Does Coach replace my QA team?
No — Coach empowers your QA team. By automating repetitive review tasks, it frees up time for more targeted coaching and strategic insights. Your QA analysts remain in control, using AI results to guide where to focus and how to drive the biggest impact.
What kind of insights can Coach uncover?
Coach identifies trends in agent behaviour, communication quality, and customer sentiment. It can detect when agents cause confusion, frustration, or repeat contacts, helping you pinpoint root causes and improve both agent performance and customer experience.
Can agents see their own feedback and results?
Yes. Each agent can securely access their performance reviews, feedback, and scores directly within the platform — creating a transparent and continuous improvement loop between agents and team leaders.
Does Coach integrate with our existing systems?
Absolutely. Coach integrates with major support platforms like LiveChat, Zendesk, and Salesforce, as well as your internal systems via custom APIs. Email integrations make it easy to deliver feedback or share reports automatically.
What results can we expect after implementing Coach?
Teams using Coach typically see faster QA cycles, higher CSAT, and improved agent performance visibility. Many EdgeTier customers report saving hundreds of QA hours monthly, with measurable improvements in efficiency and customer satisfaction.
How quickly can we get started?
Implementation is quick and low effort. The EdgeTier team handles setup, integration, and data tagging for you — with dedicated on-boarding calls over the first few weeks to ensure everything runs smoothly.
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