Voice of the Customer Program
The intelligence engine behind your Voice of the Customer program
Your team can see the numbers moving – contact rising, CSAT dipping, repeat tickets climbing – but you still don’t know why. EdgeTier Explore is a modern Voice of Customer analytics engine that unifies and analyses fragmented customer support data from every channel and language. It goes beyond traditional VoC dashboards by surfacing emerging problems early, revealing their root causes, and prioritising what actually matters – helping frontline and operational teams act faster every day.
12%
reduction in contact volume
+15
point increase in NPS
21%
improvement in CSAT
-80%
manual tagging time
How Explore powers a proactive, root-cause-driven Voice of the Customer program
Complete Visibility
See the customer data you need instantly. Explore unifies, indexes, and tags every interaction automatically – creating a real-time VoC source of truth without manual tagging.
Identify trends
Uncover not just historical themes but early signals: emerging issues, shifts in sentiment, and operational problems that will impact your KPIs. Explore moves Voice of Customer analytics from retrospective reporting to proactive early detection.
Clear quantification
Put the “why” behind every customer contact. Explore measures frequency, scale, and business impact, enabling you to prioritise the right action.
Voice of the customer
Make trusted VoC insights easy to share across the organisation – giving CX, product, operations, and compliance the clarity they need to act with confidence. Explore is built for day-to-day teams, not just leadership reporting.
Clarity, impact, and prioritisation from every customer conversation
Unify tickets, calls, surveys, reviews, email, and chat in one platform that powers a Voice of the Customer program built to surface emerging issues early, reveal root causes, and prioritise what truly drives impact
See all your customer conversations in one unified source of truth
Explore indexes and tags 100% of conversations across every channel and language, giving you a complete, unbiased foundation for your Voice of the Customer program.
All support data unified with no manual tagging needed
A complete, accurate dataset without agent wrap-up bias or dropdown limitations
Fully categorised hub of customer insight available in any language
Identify the trends impacting your KPIs
Whether you’re trying to understand a dip in CSAT, uncover why repeat contacts are rising, or spot feedback your surveys are missing, Explore reveals the underlying drivers behind your key metrics. Issues surface instantly so you can take action early.
Automatic categorisation of every interaction into clear, actionable themes
Sentiment analysis applied automatically across all conversations
Instant alerts for high risk or priority issues
Automatic interaction analysis in any language
Clear quantification of issues and drivers
Explore takes the themes you’ve identified and quantifies their size, impact, and urgency. AI summaries turn noisy conversations into a clear, prioritised list of insights – giving you a continual loop for understanding the “why” and knowing what to fix next.
Automatic quantification of every issue, trend, and contact driver
AI summaries across topics, groups of conversations, and individual customer profiles
Clear understanding of the reasons behind negativity, complaints, or churn
Voice-of-the-customer insights for every team
Explore becomes a complete customer intelligence layer for the organisation — not a dashboard for a single department. It powers a Voice of the Customer program that connects insights directly to operational fixes.
Easy sharing of insights, summaries, and reports across departments
Custom reports for specific teams, regions, or themes
Clear opportunities for improving product, service, and operational decisions
Visibility into operational blockers or policy failures
Insight without needing analysts or AI expertise
“Now that we’ve got the insights, we can target the problems our staff and customers are facing"
TUI used Explore and Spotlight to pinpoint the real root causes behind surging contact volumes – including an emerging payment confirmation issue responsible for 20% of all queries. By turning their Voice of the Customer program into a direct link to operational fixes, TUI reduced payment contacts by 40%, cut overall volume by 7%, and saved over 100,000 agent hours annually.
TUI’s impact after using Explore
80%
reduction in manual tagging
80-90%
faster analysis
12%
fewer customer contacts
12%
boost in CSAT
Why EdgeTier for Your Voice of the Customer Program?
Move beyond dashboards and survey summaries with a Voice of the Customer program that uncovers real root causes, reveals early signals, prioritises by impact, and helps your teams act faster — not analyse more.
Before
Before EdgeTier
Existing VoC tools only surface broad themes, missing the real root causes behind customer issues.
Teams manually pull data from multiple systems, trying to piece together what’s driving contact and CSAT changes.
Customer feedback is acted on too late — often weeks after issues have already escalated.
Data is fragmented across channels, making voice of customer analytics slow, incomplete, and hard to trust.
VS
After
After EdgeTier
A real-time Voice of the Customer program built on 100% of customer interactions across all channels and languages.
Instant clarity on what’s driving contact — with root causes, trends, and emerging issues surfaced automatically.
Prioritisation based on business impact, not volume, so teams know exactly what to fix first.
Faster operational action through AI-powered VoC software that unifies insight, eliminates manual tagging, and delivers clear next steps.
Trusted by leading brands
to deliver measurable CX impact
Integrations
Integrate with any tool for clearer insights and smoother processes
From the industry’s biggest platforms like Zendesk, Live Person, and Salesforce, to simple in-house tools, gain complete, crucial insights that other solutions alone can’t give.
FAQs
Frequently asked questions
Everything you need to know about EdgeTier’s products.
What is EdgeTier Explore?
Explore is EdgeTier’s customer insight and conversation intelligence platform — a next-generation Voice of the Customer software solution. It analyses 100% of customer interactions in real time across chat, email, calls, and surveys to reveal what’s driving contact, frustration, and customer experience. With built-in voice of customer analytics, Explore quantifies the size and impact of every issue so you can prioritise what to fix first.
How does Explore analyse customer conversations?
Explore uses AI to tag and index every message, sentence, and theme across all customer channels. It automatically detects sentiment, frustration, confusion, praise, contact drivers, and emerging issues — giving you a powerful layer of VoC analytics without manual tagging or agent wrap-up
What problems does Explore help us solve?
Explore helps teams identify and size the issues causing avoidable contact, low CSAT, repeat interactions, or operational inefficiencies. As a practical, everyday VoC software tool, it highlights which fixes will make the biggest impact, enabling data-driven prioritisation across CX, Product, Operations, and Compliance.
How does Explore quantify issue size and impact?
Explore measures the volume, trend, and business impact of every customer issue or contact driver. Spotlight summaries show how many customers are affected, the severity, and the root cause — giving your Voice of the Customer program the clarity it needs to act on real data, not assumptions.
Can Explore help reduce contact volume?
Yes. Explore identifies high-volume or avoidable contact drivers and shows which changes will have the biggest impact. Organisations such as TUI have used Explore to cut payment contacts by 40% and lower overall contact volume by identifying issues early and prioritising the right operational fixes — a key benefit of effective Voice of the Customer software.
Does Explore work across multiple languages and regions?
Absolutely. Explore automatically tags and analyses conversations in any language or region, giving global teams a unified and comparable view of sentiment, issues, and voice of customer analytics across markets.
Can teams outside the contact centre use Explore?
Yes — Explore is built for the entire organisation, not just CX. Product teams use it to understand feature feedback and journey friction, compliance teams use it to detect regulatory or vulnerable-customer risks, and leadership uses it to track sentiment and experience at scale. It powers a Voice of the Customer program that connects insights directly to operational decisions across the business.
How is Explore different from traditional VoC or BI tools?
Traditional VoC tools rely on surveys, manual tagging, or sampling and often surface themes only in hindsight. Explore analyses every customer interaction automatically, quantifies each issue, and prioritises fixes based on impact — delivering real-time Voice of Customer analytics, not partial or lagging insight. It’s VoC built for action, not dashboards.
Does Explore provide alerting on critical or high-risk messages?
Yes. Explore includes automatic alerting for issues such as payment failures, compliance risks, abusive behaviour, system errors, or vulnerable customers. Alerts can be delivered via Slack, Teams, or email, allowing your Voice of the Customer program to act on risks immediately.
How long does it take to implement Explore?
Explore is fast to deploy. The EdgeTier team handles setup, integration, and tagging configuration for you — meaning your VoC software can be live within a few weeks, with minimal engineering effort needed.
Fix customer experience faster.
Pinpoint customers' biggest problems sooner and take decisive action to solve them.
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