Unlock insights faster: Applying phrase tags to past interactions
Up until now, any new phrase tags were only added to interactions that occurred after the tag was created or
Q1 Roundup: What’s new in 2026
We've had a busy start to 2026! We wrote a full roundup, click the button below to read more.
Read about our key updates to help you capture customer insights faster and manage your data with more precision.
There’s more to come in the next few weeks, with Spotlights on agent performance and a new heatmap to visualise agent review results. We’ll keep you updated as these roll out!
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Share Your Findings: Improved .CSV Exports
Exporting a .CSV of your data from EdgeTier allows you to use that data in reporting and presentations, to share
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Deeper Insights with Scorecard Performance Breakdown
As part of our existing Coach product, the reviews screen has allowed you to view all reviews completed on your
Customer-Focused Leaders Trust EdgeTier
Debbie Duggan
Contract Manager for Customer Solutions
"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."
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."
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."
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