Sonar
See problems
before they
become problems
Sonar monitors every customer conversation in real time to detect anomalies, diagnose root causes, and quantify impact – empowering your team to respond quickly, resolve issues proactively, and safeguard both customer experience and revenue.
96x
faster issue detection
-25%
chat handling time
19%
FCR improvement
21%
improvement in CSAT
What contact issues are flying under the radar?
Understand what’s going wrong — and why
Sonar uncovers the root cause behind every anomaly, showing exactly what customers are struggling with as issues begin to form.
Know the scale and severity instantly
See how unusual the change is, how many customers are affected, and where it’s happening — giving leaders immediate clarity on urgency and priority.
Resolve issues faster with full context
With cause, impact, and affected markets surfaced automatically, teams skip investigation and move straight to fixing the problem.
Real-time anomaly detection for CX and contact centres
Always-on customer interaction monitoring
Sonar analyses every conversation across chat, email, and voice in real time.
It learns what normal looks like for your business and identifies unusual spikes in queries— like a payment error, promo code failure or GDPR risk.
Detect issues automatically, before escalation
End manual reviews and reactive agent reporting
Time back for teams to improve, not investigate
Real-time alerts, delivered to the right teams
You’re notified the moment something unusual happens.
Sonar sends clear, contextual alerts straight to Slack, Teams, or email – so the right people see the issue at the right time.
Real-time visibility when issues emerge
Alerts that tell you what’s happening and why
More control, less reactive firefighting
Clear context and real root-cause insight
Each alert explains what has changed and why it matters.
Every Sonar alert includes context: the nature of the anomaly, who’s affected, and the potential impact.
This means CX teams spend less time investigating and more time resolving customer issues.
Less time spent investigating
CX, Product, Ops, and Leadership aligned on the same facts
Confident, informed decision-making
Faster issue resolution
Fix it, stop it, or pass it on — with confidence.
Sonar cuts detection from 24 hours to under 15 minutes, so teams can act before issues impact customers.
Real-time visibility when issues emerge
Alerts that tell you what’s happening and why
More control, less reactive firefighting
“We fixed problems fast enough that they barely became problems.”
Real-time anomaly detection and alerts during a full platform migration, so the team saw issues as they emerged and resolved them before they hit revenue or CSAT.
PowerPlay’s impact after using Sonar
Detection time
15 minutes - 3 hours
Before sonar: 12 - 24 hours
Revenue risk protected
Up to 50% during migration
Critical issues caught
3 major failures flagged within hours
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 Sonar?
Sonar is a real-time anomaly detection platform built for CX and contact centres. It monitors every conversation across channels, detects unusual behaviour within minutes, and alerts you with clear context so your teams can act fast to resolve the issue.
How does Sonar detect anomalies?
Sonar analyses your historical interaction patterns and learns what ‘normal’ looks like across chat, email, voice and support systems. When behaviour shifts — a spike in complaints, payment errors, login failures — it flags the deviation, highlights who’s impacted, and shows the potential business impact.
Can I use Sonar across different systems and channels?
Yes. Sonar integrates with major platforms like Zendesk, Salesforce, chat tools, phone systems and email. It gives you unified visibility, not just isolated dashboards.
How quickly can Sonar alert my team?
Sonar sends alerts within minutes of detecting an anomaly. Many clients reduce detection time from hours or days down to minutes — meaning you act before customers feel the impact.
What kind of issues does Sonar uncover?
Sonar surfaces issues like payment failures, login or verification errors, delivery spikes, high repeat contacts, service outage signs, campaign-induced failures, or market-specific surges — basically anything that deviates from normal behaviour.
Do we need to build custom rules or thresholds?
Sonar works out-of-the-box for fast detection, but you can also refine thresholds and filtering by market, channel or priority if you wish. It’s flexible and built for speed.
Where do alerts appear?
Alerts are delivered directly into Slack, Microsoft Teams or email — so your team sees them where they already work.
Will Sonar replace our agents or QA team?
No — Sonar complements your existing team by doing the heavy detection work and giving them the context. Your agents and QA teams then move into resolution mode instead of investigation mode.
What business benefits can we expect from using Sonar?
Teams using Sonar typically see faster issue detection, fewer escalations, fewer support spikes and better protection of revenue and CSAT — especially during high-traffic events like migrations, launches or peak selling moments.
How long does the setup take?
Setup is straightforward. Once integrated with your systems, Sonar starts learning patterns almost immediately — you’ll begin receiving meaningful alerts within days, not weeks.
Fix customer experience faster.
Pinpoint customers' biggest problems sooner and take decisive action to solve them.
See it Live