The only customer intelligence software you'll ever need
Uncover the top drivers of customer frustration, reduce repeat contacts, and give your support team the insights they need to improve customer experience and drive real change in your business.
4M messages each day
Intelligent insights from interations
Your Complete Customer Insights Platform
100% visibility into customer interactions and agent performance. Our customer intelligence software turns your data into powerful insights that drive smarter decisions across the entire business, all fuelled by a deeper understanding of your customers.
Boost Agent Performance
Increase your CSAT scores and ramp agents faster with a 360° view of agent and customer interactions. Identify performance gaps and deliver targeted feedback.
Spot Issues Instantly
Stop relying on agent reporting and never miss an issue again. Analyse all customer contact channels in real time, alerting you to critical issues you didn’t even know existed.
Unlock Customer Insights
Get the answers you need, when you need them. Uncover customer frustrations, track their attitudes, and identify unforeseen trends.
What our customers are saying about us
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James Waghorn
CarTrawler
"EdgeTier has improved data visibility and has ultimately helped us understand our business better"
Tracy Kennedy
Ryanair
“EdgeTier’s multilingual AI has dramatically increased the efficiency of our email handling in Ryanair. We save thousands of hours of agent time per month!”
Nick Brazitis
Abercrombe & Fitch Co.
"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."
Vladimir Greavu
Berlin Brands Group
“We are now able to proactively identify what are the main complaints that the customers are having about our product…before actually taking further the hit and hurting our customer experience.”
Deborah Guivisdalsky
Codere
"We are now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed for days."
Afroditi Pina
Novibet
“We have managed a saving or… a return on investment by applying EdgeTier in Novibet, saving something close to six full-time employees during the last six months from efficiencies.”
Unlock insights to drive change in your contact centre
- Go live in 2 hours
- Support in 140+ languages
- Detect and resolve issues instantly
- Eliminate manual reporting
- Boost agent performance
- Reduce agent workload
- Identify root customer concerns
- Increase operational efficiency
- Drive business improvements
Improve customer satisfaction
Quickly identify and resolve customer issues before they escalate. EdgeTier's anomaly detection ensures that no problem goes unnoticed, enabling faster resolutions, reduced customer frustration, and boosted CSAT scores.
Reduce operational costs
Save significant agent hours with increased efficiency by automating routine tasks, like tagging, and identifying and addressing team inefficiencies with targeted coaching.
Gain product insights
Understand how your products or suppliers are impacting customer experience and brand reputation by automatically analysing support interactions for recurring issues or defects.
"We love that the EdgeTier team is very hands-on. It is also exciting to be able to influence the future capabilities of the tool."
"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."
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"Novibet has saved close to six full-time employees during the last six months from efficiencies."
"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."
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"We are now able to proactively identify the main complaints that the customers are having about our product."
"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."
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"-25% Chat Handling Time Reduction"
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
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"EdgeTier’s platform has allowed us to deliver better customer experience!"
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
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Integrates effortlessly with your preferred software.
Pull and push data with your existing software stack so your existing business processes still work, just better. EdgeTier is ready with integrations to all major players such as Salesforce, Live Person, Zendesk, Kustomer etc. as well as a simple API to connect to in-house system. Go live in less than 2 hours, with zero IT time required from your team.
Customer-Focused Leaders Trust EdgeTier
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."
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Get your free demo
Give us 30 minutes and we’ll show you how to detect emerging issues, gain 100% visibility into customer attitudes, and boost agent performance with targeted coaching.
Frequently asked questions
FAQ's
Everything you need to know about EdgeTier’s products.
What is EdgeTier?
EdgeTier’s Artificial Intelligence (AI) technology scans and analyses every single customer and agent message in real-time, allowing teams to react to customer issues as they emerge, typically before anybody has even noticed there is an issue. EdgeTier’s platform also provides a clear understanding of what is causing customer frustration and happiness, and where customer service agents are having problems. All in real-time, all with minimal manual effort.
Is EdgeTier suitable for us?
EdgeTier partners with various businesses in retail, travel, iGaming, and utilities. These companies have customer service teams ranging from 25 to 250 agents who interact with customers through chat and messaging. They usually deal with high volumes of customer inquiries in a B2C setting, often in multiple languages.
Who is behind EdgeTier?
EdgeTier is an AI company based in Dublin Ireland. Founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017, the company builds products that help customer centric organisations access and use the insights contained within their customer conversations. With backgrounds in software engineering, machine learning, and technology entrepreneurship, the founders have built a company that now serves B2C companies operating in travel, igaming, retail, and government sectors through Europe and the Americas.
What is EdgeTier Sonar?
At a busy, multilingual contact centre, it’s close to impossible to keep track of the conversation topics that are ongoing at any one time of the day. Even if you could listen to several hundred agents simultaneously, identifying and extracting patterns from their communications would be impossible.
The EdgeTier Sonar system does just this, it watches what is going on, so that you don’t have to. Our AI learns about ‘normality’ within your contact centre; how your customers phrase things, words and the language they use. By understanding what normal looks like, it brings to light the hidden opportunities and risks buried within the details of individual conversations.
What is EdgeTier Index?
EdgeTier’s Index is a tool designed to extract key insights from customer service interactions, providing a concise snapshot of information. It helps users quickly understand and analyse large volumes of text, calls, surveys and tickets, providing fast and detailed insights from every customer interaction – arming your team with intelligent insights for confident business decisions.
What is EdgeTier Coach?
Rather than rely on random and manual spot-checks for agent quality assurance, EdgeTier’s AI monitors all agent messages to detect the things important to your customer service team. Detect off-brand language, banned words or phrases, spelling and grammatical errors, excessive template usage, generation of repeat contacts, or any other quality issues in agent conversations. 100% of conversations are monitored 100% of the time.
What is EdgeTier Assist?
EdgeTier Assist is a modern chat and email handling system for customer service agents in high volume customer facing contact centres. Assist specialises in improving agent contact centre performance by sending messages to the right agent automatically, retrieving helpful customer information for agents and automated wrap up processes after chats.
Will EdgeTier work with our customer service platform?
EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc).
Still have questions?
Get in touch with our friendly team and we will assist with your questions.
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