EdgeTier is now in Claude’s connector directory
EdgeTier is now listed in Claude’s connector directory so you can connect from there in a couple of clicks instead
Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the system while reviewing interactions.
⏯️ Call Recording Playback
This update gives your team the tools they need to analyse the tone of conversations where necessary, or fill in any gaps if transcripts alone are unclear.
What it does:
- Wherever you’re reading a voice transcript or reviewing an agent’s call, you’ll now find a play/pause button conveniently at the bottom of the transcript.
- Hit play to hear the call and catch any nuance that the transcript might have missed – because sometimes tone matters!
Things to note: Call recordings will be available for 3 months from the date of the conversation. And this feature is optional, so please let us know if you want us to turn it on for your calls!
To enable Call Recording Playback for your organisation, reach out to us at support@edgetier.com or contact your Customer Success Manager directly.
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Coaching without the digging: Question-level scoring across reviews
You can now see how every scorecard question was scored across a review period, so you can spot knowledge gaps
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Improved Agent Visibility & Filtering on Interactions
Every agent who touches a conversation gets tracked against it now, and you can widen filtering and reporting to match,
Customer-Focused Leaders Trust EdgeTier
Quentin Bottner
Head of Continuous Improvement
"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"
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
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