EdgeTier is your analyst team. We put your customer data to work.
When you hire EdgeTier, it’s like hiring a dedicated team of analysts, working on your contact centre data, 24/7. Whatever you need to know – a spike in complaints, a struggling agent, a customer issue about to boil over – EdgeTier finds it and helps you query and report on it.
Proven Results
Improvement in CSAT scores.
Reduction in contracts related to payment queries.
Time saving with Auto-Tagging over manual process.
Daily revenue protected.
Ask Spotlight: your analytics team, powered by agentic AI.
EdgeTier gives contact centre leaders complete visibility, with the ability to query their data in real time. No more waiting on an analyst to dig through the numbers, with access to 100% of your conversations, EdgeTier gives you the full picture instantly, so every team can act on it.
Ask Spotlight
The power of a 1,000 analysts. On demand.
Ask Spotlight turns your contact centre data into a conversation. It’s agentic AI, built directly into EdgeTier, drawing on your actual contact history. Ask a question, get an instant answer, then ask why. No SQL. No spreadsheets. No waiting on an analyst.
Instant root cause analysis
Region, agent, and product breakdowns
Actionable recommendations, not just charts
Customer Insights
Explore
One unified hub for all customer interaction data. Automated tagging, sentiment analysis, and VoC insights all without manual analysis. Know what’s driving customer contact the moment it starts happening.
Real-time Monitoring
Sonar
Sonar watches 100% of your conversations 24/7, flagging spikes, anomalies, and emerging issues the moment they appear, so your team can act before customers start complaining publicly.
Agent QA
Coach
AI-assisted quality assurance across every interaction. Spot performance trends, identify coaching needs, and give your QA team time back without losing coverage or consistency.
Connect on Monday, get real insights on Tuesday
EdgeTier connects to your existing platforms, with no heavy IT lift required.
1
Connect your platforms
EdgeTier integrates natively with Zendesk, Salesforce, Genesys, Freshdesk, LivePerson, and more. Your existing setup stays exactly as it is.
2
Start seeing insights
EdgeTier begins analysing 100% of your conversations immediately, surfacing contact reasons, sentiment trends, and anomalies in real time.
3
Act before issues escalate
Get instant alerts, automated reports, and the visibility to fix problems at source, reducing contact volume and improving customer experience.
See what our customers have to say
“We’re a big business, so getting the right people to agree and fix something hasn’t always been easy. Now we’ve got one version of the truth – it’s much easier to align and act.”
Reduction in payment-related queries
Hours saved across the team with auto-tagging
“With EdgeTier’s anomaly detection, we can identify spikes in contact volume and quickly investigate the causes, which helps us stay on top of issues before they become bigger problems.”
Less time tagging interactions
of responsible gambling cases prevented
We’ll help you see the information you’re missing
Most contact centre leaders we speak to say the same thing after their first demo: “I had no idea that was in our data.” Book 30 minutes with our team. We’ll show you what you aren’t seeing.
FAQs
Frequently asked questions
Everything you need to know about EdgeTier’s products.
Can EdgeTier’s AI work with my existing support systems?
Yes. EdgeTier integrates seamlessly with platforms like Zendesk, Salesforce, Intercom, Gorgias, Five9, Freshdesk, LivePerson, and so many others. That means you can start using AI insights without changing your workflows or migrating data.
Is EdgeTier suitable for multilingual contact centres?
Yes. EdgeTier automatically detects and analyses conversations in any language without requiring separate models per language. Its unified multilingual architecture delivers consistent insights across all markets, making it ideal for European contact centres handling customers in 5–10+ languages simultaneously.
Can EdgeTier identify the root causes of customer issues?
Yes. Using AI-driven tagging and trend detection, EdgeTier automatically categorises contact reasons and identifies emerging friction points, so teams can act before issues escalate.
How is EdgeTier priced?
EdgeTier’s pricing is based on interaction volume – the number of customer conversations analysed each month – and differs depending on the size and complexity of your contact centre.
Pricing also varies by module, so teams can choose the capabilities they need:
- Sonar for proactive issue detection
- Explore for customer insights and trend analysis
- Coach for AI-powered QA and performance management
This modular approach ensures each customer only pays for what delivers value to their business.How quickly can we get started?
Most customers connect their helpdesk and start seeing insights within weeks. Implementation is lightweight and guided by EdgeTier’s onboarding team.
Fix customer experience faster.
Pinpoint customers' biggest problems sooner and take decisive action to solve them.
Book a Demo