Turn your Contact Centre into a hub of insights for the whole company.

EdgeTier Index

Scattered data, inconsistent tagging, and manual processes make it challenging to understand customer experiences. EdgeTier Index analyses and tags interactions in real-time, delivering clear insights into what drives customer sentiment.

Relied on by Contact Centres globally

Reliable voice of the customer insights

EdgeTier AI goes beyond basic keywords to understand the sentiment and meaning behind what your customers and agents are saying—whether it's in chat messages, emails, or survey responses. The result? Gain full visibility into every conversation, uncover the root causes of frustration, and take action with real-time insights to improve your customer experience.

Centralise All Your Feedback Channels

A unified source of customer insights

Our platform integrates with all your customer communication channels—chat, email, calls, surveys, and messaging. By bringing these insights together in one place, you gain complete visibility into customer conversations in any language.

A unified source of customer insights

Understand what’s driving customer contact

100% visibility into conversations

See what you’re missing in customer conversations. Tags are applied in real time, sentence by sentence, giving you insights into customer frustration across 100% of interactions. No agent training needed-EdgeTier automatically tracks all contact reasons for you.

Understand what’s driving customer contact

Stay Ahead with Real-Time Insights on Customer Trends

Insights you can rely on

Monitor and track important topics in any language, regardless of how they’re phrased. Quickly search and gain actionable insights on customer trends. For example, track conversations about a new policy update, how often customers complain about damaged products, or the top reasons behind repeat contacts.

Stay Ahead with Real-Time Insights on Customer Trends

View real-time scores for every customer interaction

CSAT measured for every interaction

An experience score is applied to every interaction, evaluating factors like customer emotions, queue time, agent responsiveness, and handling time. Our ready-to-use model provides instant insights and can be customised to fit your needs.

View real-time scores for every customer interaction

Never miss a high-risk message with 24/7 monitoring

Urgent message alerting

In certain cases, you need immediate alerts when a customer brings up a specific issue. Get real-time notifications for critical interactions, such as payment errors, abusive behaviour, regulatory concerns, reputation risks, or vulnerable customers.

Never miss a high-risk message with 247 monitoring

Customer-Focused Leaders Trust EdgeTier

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    "I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."

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    "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."

  • EdgeTier Assets - Abercrombie Logo

    "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."

Real-time insights and powerful AI agent quality assurance

How Novibet uses EdgeTier to listen to the voice of the customers and achieve savings equivalent to six full-time employees.

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Find out how EdgeTier can help you protect the customer experience.

Book a 30-minute demo session where we show you how we can remove the need for manual analysis and build amazing customer experiences.

Book a demo