Customer Support Data Maturity: The 4 Levels That Define CX Success
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
Resource Library
EdgeTier Conversation Intelligence Library
Leveraging our experience in analysing hundreds of thousands of customer interactions daily, we’re excited to share unique insights on delivering best-in-class customer experiences through AI and machine learning—without losing the human touch.
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When Chatbots Go Wrong: The New Risk Landscape in AI Customer Service
Generative AI chatbots are transforming customer service – but also creating a new kind of risk. When AI assistants hallucinate,
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Introducing a Fresher, Faster, More Intuitive Look Inside EdgeTier
Following on from our recent update to the Home screen, which introduced a new way to surface the most pressing
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How to Turn Your Contact Centre into the Company’s Most Powerful Insights Hub
Most companies obsess over what’s easy to count when it comes to customer service – AHT, tickets closed, NPS –
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Build or Buy? Your Guide to Choosing the Right Customer Service Analytic Tool
Summary At a certain point in every CX leader’s journey towards optimisation, you are faced with a decision: should you
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Turning QA Insights into Better Coaching and Customer Outcomes
Nov 5, 2025 12:00 PM In partnership with Holland & Barrett Most QA software grades agents. The best teams go
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From Reaction to Resolution: How Electric Ireland used EdgeTier to boost customer CSAT scores by 21%
37% reduction in email volumes 21% improvement in CSAT scores 19% improvement in FCR Electric Ireland, Ireland’s largest energy provider
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How Can Contact Centres Stop Reactive Firefighting and Start Proactive Service?
If you lead a contact centre, you already know the drill. Volumes spike. Service levels slip. Teams scramble. Leaders react
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EdgeTier Home Screen: Real-Time Customer Service Insights
See what customer interactions matter, as soon as you log in. Customer service leaders are under pressure to spot problems
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The Shift from Reaction to Resolution: Solve Customer Issues Faster with Proactive Insights
On-demandHosted by EdgeTier & AWSIn partnership with CCMA Ireland Today’s contact centres aren’t just for answering customer questions—they’re under pressure
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EdgeTier Secures Betsson Group as new customer to power AI-driven customer insight and service optimisation
We’re excited to announce that Betsson Group is now live with EdgeTier across its European and Latin American support operations.
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How PowerPlay used real time customer support insight to prevent 50% revenue loss
On-DemandHosted by EdgeTier & PowerPlay In iGaming, when something breaks — a login error, gameplay bug, or deposit issue —
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Now Detecting Empathy: Sentiment Analysis for Customer Support That Captures the Human Side
In customer support, technical accuracy and quick resolution will always matter. But what makes the real difference—what your customers actually
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How TUI Reduced Contact Rates by 7% Using Customer Support Insights
On-Demand Hosted by EdgeTier & TUI TUI takes over one million customers on holiday each year, generating 100,000+ contacts weekly.
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How TUI cut payment contacts by 40% and turned weeks of analysis into minutes
Who we spoke with: Quentin Bottner (Head of Continuous Improvement) and Jack Orbell (Continuous Improvement Consultant) Company: TUI Group —
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How PowerPlay used EdgeTier to catch critical issues and protect 50% of daily revenue during a platform migration
Who we spoke with: Robert Davies, Consultant at Powerplay and Ivan Ivanov, Customer Service Manager at PowerPlay Industry: Online Gaming
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Spotlight What Matters Most in Your Customer Conversations
Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions
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Fixing Confusion: Elevating emotion detection for smarter customer support
We’ve just added confusion detection to our emotion analysis tools. Now, you can easily spot when customers are confused, allowing
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EdgeTier at ICE Barcelona | iGaming Player Insights & Support Analytic
We’re excited to attend ICE in Barcelona and connect with leaders in the iGaming industry. At EdgeTier, we help customer
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What’s New at EdgeTier: Anomaly detection summaries & agent QA wrapped for 2024
Discover how EdgeTier’s latest AI-powered updates can optimise your contact centre, including anomaly detection summaries, agent QA, and custom charts.
