Agent QA at a glance: Heat-map analytics
We've just shipped a scorecard heat-map to the Reviews screen in Coach. This release will give you a team-wide view
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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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 more
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
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."
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."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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