Start with the Right Question: Updated Suggested Prompts in Ask Spotlight.
Since launch, Ask Spotlight has learned to analyse QA review questions, frequent customers and repeat contacts. The suggested prompts you
Your data, faster: Our analytics are now powered by ClickHouse
We’re upgrading parts of our analytics storage from PostgreSQL to ClickHouse, a high-performance OLAP database. This change makes filtering interactions, viewing custom charts, testing phrase tags, and other analytics noticeably faster—while keeping your data exactly where it is and just as secure as before.
What’s changing?
- New analytics engine: Some datasets move to ClickHouse to power heavy analytical queries.
- Zero breaking changes: Your dashboards, custom reports, and integrations continue to work without modification.
- No downtime: Migration is happening online with no service disruption.
Why this is better?
- Faster performance: Large and complex queries load significantly quicker across the product.
- Greater scalability: Handles higher data volumes and more concurrent queries as you grow.
- Improved reliability: Lower latency and higher uptime for analytics workloads.
Data privacy & security
- No policy changes: GDPR compliance, retention policies, and security controls remain the same.
- Same infrastructure: Runs on AWS in the same regions as your current data.
- EU data stays in eu-west-1
- US data stays in us-east-1
- Private network paths: All transfers continue over AWS PrivateLink (data never leaves our AWS environment).
- More info: See the ClickHouse Trust Center for security & compliance details.
Timeline
- Started: October 1, 2025
- Rollout window: Through November 30, 2025
- What you’ll notice: Speed improvements applied to new areas of the product gradually; no action required.
Do I need to do anything?
- No action needed. Your existing data and custom reports remain accessible throughout.
- You may observe faster load times!
Availability
This upgrade applies to all customers using WatchTower, across both EU and US regions.
Questions or support
Please contact your Customer Success Manager with questions about how this upgrade benefits your specific setup.
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Easier User Admin: Grouped Permissions and Okta
There are two updates here for anyone who manages users in EdgeTier. The Roles & Permissions page has been reorganised
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The Cause Outside Your Data: Web Search in Ask Spotlight
Ask Spotlight can now look up public information on the web when you ask it to, so it can explain
Customer-Focused Leaders Trust EdgeTier
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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."
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."
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