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The conversational intelligence library
Master the "why" behind your contact spikes. Access expert resources on using real-time insights to solve issues at the root and deliver a best-in-class customer experience.
EdgeTier is now available on AWS Marketplace
Enterprise contact centre teams can now procure EdgeTier through the AWS Marketplace EdgeTier is now listed on the...
Your Contact Centre Is Sitting on a Goldmine. Spotlight Helps You Dig
There’s a number that should bother every customer experience leader: 2-5%. That’s the share of contact centre interactions...
Ask Spotlight: your contact centre data answering back
For years, the promise of contact centre analytics has been: all your customer conversations, in one place, organised...
Using AI to Stay Ahead of Customer Issues During Your Busiest Moments
High volumes, slim margins for error, and customers who expect the same experience regardless of how busy you...
Voice of Customer Analytics: Turning Support into Strategy
Contact centres use voice of customer (VoC) analytics by systematically collecting and analysing signals from every support interaction,...
Speech Analytics Reporting: Metrics That Matter
Most contact centres are not short of data. They have dashboards tracking call volume, average handle time, service...
Why 95% of AI Projects Fail, And What Day One Should Actually Look Like
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....
Travel Contact Centre Management: How to Handle Peak Season Demand
Summer peak is THE moment of truth for travel brands. Demand surges, operations get tested, and customers’ tolerance...
AI-Powered Quality Assurance: How It Works and Why It Matters
AI quality assurance in a contact centre is the use of artificial intelligence to automatically evaluate every customer...
What’s New at EdgeTier: Q1 2026 Product Updates
Every quarter, our team ships features designed to make your day-to-day work a little smoother, a little faster,...
How to Reduce Contact Volume with AI: A Practical Guide
The fastest way to reduce contact volume is to fix the problems that are generating contacts in the...
How Speech Analytics Reduces Contact Centre Costs
Contact centre costs are under more pressure than ever. The average cost-per-call metric hit a five-year high in...
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