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
Find Key Emotional Moments Faster
When you’re reading through an interaction, EdgeTier already allows you to jump to the messages that triggered a phrase tag, helping you find key moments quicker. We’ve now extended this message navigation capability so you can also find the exact messages tagged with emotions: frustration, confusion, praise, gratitude, or agent empathy.
You can opt to navigate through all emotional messages, or a specific emotion like frustration. Once you select an emotion, you’ll then be able to navigate through each message that contains that emotion. An emotion will not appear in the toolbar if it does not appear in the interaction.
Trying to QA how agents handle frustrated moments? Attempting to locate praise for the agent instantly? This feature will help you streamline this process, and immediately get to what matters.
This feature acts independently of call playback for call interactions. If you wish to play that moment in the call, you can select the play icon.
This feature is available to all users with interaction access.
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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
Giovane Nicolau Junior
Head of Operations Performance
"EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error."
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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