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
💡 Discover Your Frequent Customers — Now in a Dedicated View!
Multiple contacts from the same customer can mean many things: they're happy and engaged, they're dealing with a complex issue, or they keep hitting a recurring roadblock. The new Frequent Customers screen helps you surface customer journeys worth investigating.
Now, you can now get a clear, ranked view of who’s contacting you most, along with key context like experience scores, contact reasons, and emotional signals.
Use this screen to:
- Prioritise outreach or escalation to proactively improve CX
- Understand which customers are driving support load and why
- Spot emerging issues with customers before they grow into complaints
Whether it’s a loyal customer needing attention or a pattern that signals friction, this view gives your team the visibility to act with confidence and drive stronger outcomes for your customers and your operation.
What’s new?
The new screen is now live under the Customers menu. View and filter a list of top customers, and click into their Customer Overview to investigate their full experience with your contact centre.
How it works:
- Apply your existing filter presets or create new ones to focus your view to a customer segment: brand, contact reason, market, BPO, etc.
- Identify your recent customers with the most contacts.
- See and sort by key stats at a glance:
- Customer name and contact info (if available)
- Interaction count
- Total handling time and experience score
- % of interactions with frustration or confusion
- Click any customer to open their AI-powered Customer Overview.
Get Access:
To see this screen and the Customer Overview, roles require the View Customer Insights permission. This is adjustable in User Management > Roles & Permissions.
- Read more
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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
Robert Davies
Consultant
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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