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.
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.
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.
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.
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.
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.
Customer-Focused Leaders Trust EdgeTier
Nick Brazitis
Global Customer Care Manager
"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."
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."
Vladimir Greavu
BBG Director of Customer Service
"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."
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.
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