New AI-powered Filter: Resolution Status
Alongside other interaction analytics, our platform now provides you with resolution tags, to see how well support interactions are being
A New Look and Feel in WatchTower: Experience a fresher, faster, and more intuitive system
22 October 2025
We’ve been busy behind the scenes, refining and refreshing your EdgeTier experience – making it faster, smoother, and more enjoyable than ever.
Following our recent Home screen update that helps teams proactively spot customer issues, we’re now preparing to roll out a modernised version of the entire platform. The new UI features a cleaner look, faster navigation, more consistency, and sharper readability – all designed to help you uncover insights and take action even quicker.
Here’s what’s coming your way:
- A modern, streamlined interface with updated fonts, colours, and layouts.
- Simpler navigation – consistent naming across Explore, Sonar, Coach, and Customers.
- Improved readability with clearer emojis and icons, plus faster data scanning in Explore.
- A redesigned, more responsive filter menu to get you to key metrics in fewer clicks.
Our team is so excited to launch this platform redesign into the world. But these are big changes, so we’ll be rolling them out gradually over the coming weeks to ensure top performance and stability!
Want your team to be among the first to experience the new EdgeTier?
💬 Contact your Customer Success Manager for early access or a quick demo
or
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AI Powered Home Screen Widget: Strong Customer Emotions
Strong Customer Emotions is a new widget on the Home screen that highlights the conversations where Frustration, Confusion, or Praise
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Extended support for filtering by scorecard; Auto QA labels for AI reviews [beta feature]
You can now filter for AI generated reviews throughout the system—on the Explore screen, Reviews screen, Agents screen, and more,
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"
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."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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