Speech Analytics Software

A Leading Sentisum Competitor for Contact Center Speech Analytics

Sentisum excels at text-based Voice of the Customer analytics. EdgeTier goes further by analyzing every customer conversation across calls, chat, email, and messaging, delivering speech analytics built for contact center operations, QA, and real-time action.

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Voice of the Customer Program

12%

reduction in contact volume

+15

point increase in NPS

21%

improvement in CSAT

-80%

manual tagging time

EdWhy choose EdgeTier over SentiSum

Complete Visibility

See every customer signal instantly. EdgeTier unifies, indexes, and tags 100% of calls, chats, emails, and messages automatically — giving your organisation a complete and consistent foundation for contact center speech analytics across all channels, not just voice.

Identify trends

Uncover emerging themes, sentiment shifts, behavioural patterns, and operational issues that influence your KPIs. With advanced voice analytics and text analysis, EdgeTier detects what’s changing as it happens — long before traditional speech analytics tools or dashboards reveal it.

Clear quantification

Put the “why” behind every customer contact. EdgeTier measures the frequency, scale, severity, and business impact of each issue, allowing your teams to prioritise fixes based on real impact — not volume or guesswork. Speech analytics software becomes an operational decision engine at your call center, not a reporting repository.

Speech Analytics Insights Shared

Make trustworthy, real-time insight accessible across CX, Product, Operations, Compliance, and Leadership. EdgeTier connects speech analytics directly to root causes and operational fixes, helping teams act faster without needing analysts, dashboard digging, or technical expertise.

Clarity, impact, and prioritisation from modern speech analytics

Consolidate customer conversations from calls, chat, email, surveys, and reviews into one centralised platform. Modern contact center speech analytics software isn’t only about analysing voice – it must capture the full customer journey across every channel. EdgeTier gives equal weight to calls and text interactions, ensuring you never miss emerging issues, or critical insight.

Overall customer summary card with an AI-generated product issue insight, showing quantified impact, tags, frequency, and trend over time

Built for Speech-First Contact Center Analytics

Sentisum is designed primarily around text-based customer feedback and NLP tagging. EdgeTier is built for spoken customer interactions, analyzing calls at scale to uncover emotional signals, conversation patterns, and operational issues that don’t appear in tickets or surveys.

As a Sentisum competitor, EdgeTier is purpose-built for teams where voice remains the most critical customer channel.

All support data unified with no manual tagging needed

A complete, accurate dataset without agent wrap-up bias or dropdown limitations

Fully categorised hub of customer insight available in any language

Graphs depicting how particular customer issues are impacting key metrics like CSAT, handling time, and frustration

Operational Speech Analytics, Not Just Insight Dashboards

Sentisum focuses on surfacing sentiment, themes, and reasons for contact. EdgeTier goes a step further by prioritizing issues based on operational impact, helping contact center teams understand what to fix first.

This makes EdgeTier especially valuable for QA, CX, and operations leaders who need insight they can act on, not just analyze.

Automatic categorisation of every interaction into clear, actionable themes

Sentiment analysis applied automatically across all conversations

Instant alerts for high risk or priority issues

Automatic interaction analysis in any language

AI summary card quantifying customer issues and insights, giving a clear understanding behind contact.

Connect Speech Analytics Directly to QA and Coaching

EdgeTier links speech analytics insights directly to quality management and coaching workflows, helping teams turn customer conversations into measurable performance improvement.

Rather than keeping analytics and QA separate, EdgeTier enables teams to move from insight to action within the same platform.

Automatic quantification of every issue, trend, and contact driver

AI summaries across topics, groups of conversations, and individual customer profiles

Clear understanding of the reasons behind negativity, complaints, or churn

Agent using Explore to uncover a product issue that is then sent over to the relevant department to address.

A Stronger Fit for Contact Center Operations Teams

Sentisum is often used by CX and support analytics teams. EdgeTier is designed for day-to-day contact center operations, supporting QA managers, team leads, and operations leaders who need continuous visibility into performance and experience drivers.

Easy sharing of insights, summaries, and reports across departments

Custom reports for specific teams, regions, or themes

Clear opportunities for improving product, service, and operational decisions

Visibility into operational blockers or policy failures

Insight without needing analysts or AI expertise

“Now that we’ve got the insights, we can target the problems our staff and customers are facing"

TUI used Explore and Spotlight to pinpoint the real root causes behind surging contact volumes – including an emerging payment confirmation issue responsible for 20% of all queries. By turning their Voice of the Customer program into a direct link to operational fixes, TUI reduced payment contacts by 40%, cut overall volume by 7%, and saved over 100,000 agent hours annually.

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TUI’s impact after using Explore

80%

reduction in manual tagging

80-90%

faster analysis

12%

fewer customer contacts

12%

boost in CSAT

Trusted by leading brands
to deliver measurable CX impact

We love that the EdgeTier team is very hands-on. It is also exciting to be able to influence the future capabilities of the tool.
EdgeTier’s platform has allowed us to deliver better customer experience!
EdgeTier has improved data visibility and has ultimately helped us understand our business better
We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues.
We relaunched our entire web and mobile platform earlier this year. Within the first few hours of go-live, EdgeTier flagged 3 critical issues that would have gone completely unnoticed.
EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
EdgeTier Assets - Ryanair Logo
We are now able to proactively identify the main complaints that the customers are having about our product.
12 months ago, payments accounted for more than 20% of our total contact volume. EdgeTier helped us drill into the root causes. Now, payment contacts are down to 12–13%
Integrations with EdgeTier

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.

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FAQs

Frequently asked questions

Everything you need to know about EdgeTier’s products.

  • How is EdgeTier different from Sentisum?

    Sentisum specializes in NLP-driven analysis of customer feedback across tickets, chat, and transcribed conversations. EdgeTier focuses on speech analytics built for contact centers, combining conversation analysis with quality management, coaching, and operational prioritization.

  • Does Sentisum support speech analytics?

    Sentisum analyzes transcribed conversations as part of its broader VoC platform. EdgeTier goes further by delivering speech analytics designed specifically for spoken interactions, including emotional signals, conversation dynamics, and QA-related insights.

  • Why would a contact center choose EdgeTier over Sentisum?

    Teams often choose EdgeTier when they need deeper visibility into voice interactions, stronger alignment with QA and coaching, and insights tailored for contact center operations rather than general customer feedback analysis.

  • Is EdgeTier a good Sentisum competitor for enterprise contact centers?

    Yes. EdgeTier is well suited for enterprise contact centers that require scalable speech analytics, real-time operational insight, and integration with quality management and coaching workflows.

  • Can EdgeTier Explore help reduce contact volume?

    Yes. Explore identifies high-volume or avoidable contact drivers and shows which changes will have the biggest impact. Organisations such as TUI have used Explore to cut payment contacts by 40% and lower overall contact volume by identifying issues early and prioritising the right operational fixes — a key benefit of effective Voice of the Customer software.

  • Does EdgeTier Explore work across multiple languages and regions?

    Absolutely. EdgeTier automatically analyses conversations in any language and works across all regions, providing a unified and comparable view of sentiment, themes, and issues globally. This makes it ideal for multinational contact centres using contact center speech analytics at scale.

  • Who benefits most from contact center speech analytics?

    Contact center speech analytics is valuable for:

    • QA and coaching teams improving performance

    • CX leaders tracking experience drivers

    • Operations teams reducing repeat contacts

    • Product and process teams identifying friction points

  • How is EdgeTier different from traditional speech analytics tools?

    Traditional tools rely heavily on transcripts, sampling, surveys, and manual tagging — and often reveal issues only after they’ve grown. EdgeTier analyses every interaction automatically, detects emerging issues early, quantifies impact, and prioritises what to fix next. It turns speech analytics into real-time operational insight, not static reporting.

  • Does Explore provide alerting on critical or high-risk messages?

    Yes. Explore includes automatic alerting for issues such as payment failures, compliance risks, abusive behaviour, system errors, or vulnerable customers. Alerts can be delivered via Slack, Teams, or email, allowing your Voice of the Customer program to act on risks immediately.

  • How long does it take to implement Explore?

    EdgeTier is fast to deploy. Our team handles setup, integration, and configuration, typically getting organisations live in just a few weeks — with minimal engineering effort required. You get value from our speech analytics software almost immediately.

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