Unlock actionable insights from your customer conversations
4M messages each day
Intelligent insights from interactions
Your Complete Customer Conversation Analytics Platform
Use your customer conversations to give you a competitive edge. EdgeTier delivers the insights you need to keep improving your customer experience.
Never miss a customer issue again
React immediately to emerging customer issues with automatic alerts on customer conversation trends. We notify you of potential problems before they happen, so you can rest easy at night.
Get the insights you need without the manual work
Stop wasting time on manual analysis. Let EdgeTier automate tagging and analysis, allowing your team to become the voice of the customer and focus on delivering a better customer experience.
Help your agents perform at their best
Increase CSAT and train agents faster with full visibility into every interaction. Spend less time diagnosing issues and easily spot performance gaps to deliver targeted feedback that improves support quality.
EdgeTier Platform Overview
Our Products
The EdgeTier platform is an all-in-one conversation intelligence tool that helps customer support teams dramatically improve customer experience by uncovering valuable insights from support and survey messages.
Real-time anomaly detection, day and night
EdgeTier Sonar
Sonar scans and analyses every customer message in real-time, identifying unusual contact patterns and alerting your team to issues that need immediate attention.
24/7 monitoring for anomalies
What issues are you missing right now? Sonar alerts you to problems you didn’t even know existed.
Uncover the root cause
Get a full view of customer issues, who’s impacted, and what they’re talking about, without manual effort or relying on agents to report the problem.
Complete visibility into customer interactions
EdgeTier Index
Our AI platform tags and summarises customer interactions in the moment, delivering quick, reliable insights into why customers are contacting you, in any language.
Less time analysing, more time fixing
Get the level of granularity you need. Filter and explore topics to understand the main drivers of customer frustration and uncover the customer interaction issues influencing key metrics such as CSAT, AHT and response times.
Become your business's insight engine
Monitor recurring patterns and emerging issues in customer conversations, equipping you with the evidence needed to effectively resolve customer problems for good.
Quick agent evaluation, clear feedback
EdgeTier Coach
Having trouble managing agent performance? Move from random checks to focused coaching that gives clear guidance, helping you train and improve agents faster.
Ease the burden on your QA team
Skip the guesswork of manual QA. Auto tag critical conversations and quickly complete reviews – summaries, metrics, guidelines, and scorecards – all in one place.
Targeted coaching for agent improvement
Never miss a training opportunity. Find all problematic conversations quickly and deliver valuable guidance for immediate improvement.
Increase support team speed and efficiency
EdgeTier Assist
Equip your team to deliver faster, personalised responses. Agents receive tailored guidance, allowing them to focus on exceptional customer experiences.
Focus agents on high-value conversations
Reduce agent handling time by automating repetitive tasks like pulling in data, resolving common tickets, suggesting responses, and routing critical interactions to the right agent at the right time.
Complete customer information at your fingertips
Access essential details such as past conversations, orders, reviews, and other customer information in real-time, giving agents the context needed to respond effectively.
Customer-Focused Leaders Trust EdgeTier
Afroditi Pina
Director of Customer Service
"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."
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."
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."
See how EdgeTier drives business impact
30%
improvement in weekly scores on both Trusted Shops and TrustPilot.
100%
coverage of every single message sent by agents.
6
savings equivalent to six full-time employees
-25%
reduction in chat handling time.
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.
Get in touchIntegrates 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.
What our customers say
Real-time insights and powerful AI agent quality assurance
How Novibet uses EdgeTier to listen to the voice of the customers and achieve savings equivalent to six full-time employees.