Agentic AI at EdgeTier: Ask Spotlight is Live
Ask Spotlight is EdgeTier's AI-powered data analyst. Ask it anything about your contact centre. Get an answer in seconds.
A New Look and Feel in WatchTower: Experience a fresher, faster, and more intuitive system
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
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AI Transparency: Go Deeper with Spotlight Examples, Subtopics, and Agent Review
Spotlight is EdgeTier's LLM summarisation feature that analyses multiple conversations at once, surfacing recurring issues and trends without the manual
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Deeper Scorecard Insights now on Agent Screens
QA managers, team leaders and agents themselves can now see exactly where an agent performs well and where they fall
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."
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."
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"
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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