Speech Analytics Software

Smarter customer decisions start with a smarter speech analytics software

Traditional call center speech analytics tools show you what happened. EdgeTier shows you what’s happening now – and why. Our AI-powered speech analytics software analyses every customer conversation across calls, chat, email, and messaging to surface emerging issues, reveal root causes, and help your teams prioritise what will make the biggest impact.

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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

What makes EdgeTier the best speech analytics software

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 call 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 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

See all your customer conversations in one unified source of truth

Speech analytics software must go beyond call transcripts. EdgeTier unifies and analyses 100% of conversations across voice, chat, email, and messaging – in any language – giving teams a complete, reliable foundation for understanding why customers are contacting support and where things break down.

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

Identify the trends impacting your KPIs

Traditional speech analytics highlights themes after the fact. EdgeTier surfaces them as they emerge. Whether you’re diagnosing a CSAT dip, rising repeat calls, a broken product flow, or survey blind spots, EdgeTier reveals the real drivers instantly so your teams can act early – not weeks later. This is contact center speech analytics built for real-world operational speed – not static dashboards.

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.

Clear quantification of issues and drivers

Knowing the trend is only half the picture – teams need to know what to fix first. EdgeTier quantifies each issue by size, severity, and business impact, transforming AI detection into a prioritised list of the actions that will deliver the biggest outcomes. Here, call center speech analytics becomes a strategic engine for faster, more confident decision-making.

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.

Voice-of-the-customer insights for every team

EdgeTier is an AI-powered speech analytics software platform that analyses 100% of customer conversations across calls, chat, email, messaging, and surveys. It detects themes, sentiment, issues, behaviours, and emerging problems in real time – revealing what’s driving contact, frustration, and CX changes. EdgeTier also quantifies the size and impact of every issue so teams know exactly what to fix first.

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

EdgeTier Assets - Ryanair Logo
EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
EdgeTier has improved data visibility and has ultimately helped us understand our business better
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.
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%
Novibet has saved close to six full-time employees during the last six months from efficiencies.
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.
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.

  • What is EdgeTier Explore?

    Explore is EdgeTier’s customer insight and conversation intelligence platform — a next-generation Voice of the Customer software solution. It analyses 100% of customer interactions in real time across chat, email, calls, and surveys to reveal what’s driving contact, frustration, and customer experience. With built-in voice of customer analytics, Explore quantifies the size and impact of every issue so you can prioritise what to fix first.

  • How does Explore analyse customer conversations?

    EdgeTier uses advanced AI to transcribe, tag, and index every spoken and written interaction across all support channels. It automatically detects sentiment, emotion, frustration, confusion, praise, contact drivers, and operational issues — with no manual tagging or agent wrap-up. This combines speech analytics, text analytics, and behavioural signal detection into a single engine.

  • What problems does Explore help us solve?

    EdgeTier helps teams identify the real issues behind avoidable contact, low CSAT, repeat calls, operational failures, and product friction. By surfacing the root causes early — not weeks after trends appear — EdgeTier’s call center speech analytics shows which fixes will have the biggest impact across CX, Product, Ops, and Compliance.

  • How does Explore quantify issue size and impact?

    EdgeTier measures the volume, trend, severity, and business impact of every issue or contact driver. AI-generated summaries show how many customers are affected, what’s causing the problem, and how it impacts KPIs. This turns speech analytics into clear, actionable prioritisation rather than raw data.

  • Can 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 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.

  • Can teams outside the contact centre use Explore?

    Yes — EdgeTier is designed for the whole organisation. Product teams use it to understand feature feedback and journey friction. Operations use it to detect process failures. Compliance uses it to flag risk and vulnerable-customer moments. Leadership uses it to understand sentiment and experience at scale. It transforms speech analytics software into a business-wide intelligence layer.

  • How is EdgeTier different from traditional contact center analytics solutions?

    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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