Explore

The intelligence engine behind better customer experience

Your team can see the numbers moving — contact rising, CSAT dipping, repeat tickets climbing — but you don’t know why. With Explore we unify and analyse fragmented customer support data from all channels, and in any language, to get reliable, granular insights that help you prioritise and drive better decisions for CX, support, and the wider business.

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Growing issues report dashboard showing contact topics/tag groups alongside a Spotlight summary of the main problem and the customer interaction.

12%

reduction in contact volume

+15

point increase in NPS

21%

improvement in CSAT

-80%

manual tagging time

How Explore powers proactive, continuous CX improvement

Complete Visibility

See the customer data you need instantly – Explore unifies, indexes, and tags every interaction automatically.

Identify trends

Uncover and understand the core trends, customer sentiment, and specific topic alerts that are affecting your KPIs. 

Clear quantification

Put the “why” behind every customer contact. Explore measures frequency, scale, and business impact, enabling you to prioritise the right action.

Voice of the customer

Make trusted customer insight easy to share across the business — from support to product, compliance, and leadership

Clarity, impact, and prioritisation from every customer conversation

Consolidate data from tickets, calls, surveys, reviews, email, and chat in one centralised platform.

Overall customer summary card with an AI-generated product issue insight, showing quantified impact, tags, frequency, and trend over time

See all your customer conversations in one unified source of truth

Explore indexes and tags 100% of conversations across every channel and language for a complete, consistent view of your customer interactions.

All support data unified with no manual tagging needed

A complete, accurate dataset without agent wrap-up bias or dropdown limitations

Fully categorised hub of customer insight available in any language

Graphs depicting how particular customer issues are impacting key metrics like CSAT, handling time, and frustration

Identify the trends impacting your KPIs

Whether you’re trying to understand a dip in CSAT, uncover why repeat contacts are rising, or spot feedback your surveys are missing, Explore reveals the underlying drivers behind your key metrics. Issues surface instantly so you can take action early.

Automatic categorisation of every interaction into clear, actionable themes

Sentiment analysis applied automatically across all conversations

Instant alerts for high risk or priority issues

Automatic interaction analysis in any language

AI summary card quantifying customer issues and insights, giving a clear understanding behind contact.

Clear quantification of issues and drivers

Explore takes the themes you’ve identified and quantifies their size, impact, and urgency. AI summaries turn noisy conversations into a clear, prioritised list of insights – giving you a continual loop for understanding the “why” and knowing what to fix next.

Automatic quantification of every issue, trend, and contact driver

AI summaries across topics, groups of conversations, and individual customer profiles

Clear understanding of the reasons behind negativity, complaints, or churn

Agent using Explore to uncover a product issue that is then sent over to the relevant department to address.

Voice-of-the-customer insights for every team

Explore becomes a complete customer intelligence layer, making it easy to share trusted insight across the wider organisation, not just your contact centre. CX and VoC teams can use Explore strategically to guide product, policy, and process improvements.

Easy sharing of insights, summaries, and reports across departments

Custom reports for specific teams, regions, or themes

Clear opportunities for improving product, service, and operational decisions

Visibility into operational blockers or policy failures

Insight without needing analysts or AI expertise

“Now that we’ve got the insights, we can target the problems our staff and customers are facing"

TUI used Explore and Spotlight to uncover the root causes behind high contact volumes, including a hidden payment confirmation issue driving 20% of all queries. A simple fix reduced payment contacts by 40%, cut overall volume by 7%, and saved over 100,000 agent hours per year.

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TUI’s impact after using Explore

80%

reduction in manual tagging

80-90%

faster analysis

12%

fewer customer contacts

12%

boost in CSAT

Trusted by leading brands
to deliver measurable CX impact

EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
12 months ago, payments accounted for more than 20% of our total contact volume. EdgeTier helped us drill into the root causes. Now, payment contacts are down to 12–13%
EdgeTier Assets - Ryanair Logo
We relaunched our entire web and mobile platform earlier this year. Within the first few hours of go-live, EdgeTier flagged 3 critical issues that would have gone completely unnoticed.
We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues.
EdgeTier’s platform has allowed us to deliver better customer experience!
EdgeTier has improved data visibility and has ultimately helped us understand our business better
We are now able to proactively identify the main complaints that the customers are having about our product.
Novibet has saved close to six full-time employees during the last six months from efficiencies.
Integrations with EdgeTier

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.

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FAQs

Frequently asked questions

Everything you need to know about EdgeTier’s products.

  • What is EdgeTier Explore?

    Explore is EdgeTier’s customer insight and conversation intelligence platform. It analyses 100% of customer interactions in real time — across chat, email, calls, and surveys — to reveal what’s driving contact, frustration, and customer experience. It quantifies the size and impact of every issue so you can prioritise what to fix first.

  • How does Explore analyse customer conversations?

    Explore uses AI to tag and index every message, sentence, and theme across all customer channels. It detects sentiment, frustration, confusion, praise, contact drivers, and emerging issues automatically — without manual tagging or agent wrap-up.

  • What problems does Explore help us solve?

    Explore helps teams identify and size the issues causing avoidable contact, low CSAT, repeat interactions, or operational inefficiencies. It highlights what will make the biggest impact if fixed, enabling data-driven prioritisation across CX, Product, Ops, and Compliance.

  • How does Explore quantify issue size and impact?

    Explore measures the volume, trend, and business impact of every customer issue or contact driver. Spotlight summaries show how many customers are affected, the severity, and the root cause — helping teams act on real data, not assumptions.

  • Can Explore help reduce contact volume?

    Yes. Explore identifies high-volume or avoidable contact drivers and shows what changes will have the biggest impact. Customers like TUI have used Explore to cut payment contacts by 40% and reduce overall volume by identifying issues early and prioritising the right fixes.

  • Does Explore work across multiple languages and regions?

    Absolutely. Explore automatically tags and analyses conversations across any language or region, giving global teams a unified, comparable view of customer issues and sentiment.

  • Can teams outside the contact centre use Explore?

    Yes — Explore is designed for the whole organisation. Product teams use it to understand feature feedback, journey friction, and competitor mentions. Compliance uses it to detect regulatory and vulnerable-customer risks. Leadership uses it to understand sentiment and experience at scale.

  • How is Explore different from traditional VoC or BI tools?

    Traditional tools rely on surveys, manual tagging, or sampling. Explore analyses every interaction automatically, quantifies each issue, and prioritises fixes based on impact — giving teams a real-time, complete view of the customer experience, not a partial or lagging one.

  • Does Explore provide alerting on critical or high-risk messages?

    Yes. Explore includes automatic alerting for issues such as payment failures, compliance risks, abusive behaviour, system errors, or vulnerable customers. Alerts can be delivered via Slack, Teams, or email.

  • How long does it take to implement Explore?

    Explore is fast to get started with. EdgeTier handles the setup, integration, and tagging configuration, typically getting teams live within a few weeks with minimal engineering effort required.

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Fix customer experience faster.

Pinpoint customers' biggest problems sooner and take decisive action to solve them.

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