Award-Winning Conversational Intelligence for Contact Centers & Customer Service
Our customer intelligence software turns your customer conversation data into powerful insights that drive smarter decisions across the entire contact centre, powered by a deeper understanding of your customers.
- Reduce AHT, lower repeat contacts, and improve first response times.
- Identify the causes of customer frustration and fix them for good.
- Lower operational costs and drive better agent performance in less time.
Trusted by forward-looking customer service teams
Recognise these roadblocks?
- Disconnected support channels.
- Missing SLAs without data to explain why.
- Struggling to improve CSAT.
- Slow agent response times.
- Long handling times.
- Reactive customer support.
- Struggling to track customer sentiment.
- Inconsistent service quality across channels.
- Difficulty tracking agent adherence to protocol.
- Missed grammatical errors by agents.
- Unapproved brand tone from agents.
- Lack of agent comparison.
The only customer intelligence platform you’ll ever need
360° Feedback Visibility
Enhance customer experience with 100% visibility into interactions across all service channels—email, chat, phone, WhatsApp, and surveys.
1
Uncover the Root Causes of Customer Frustration
Use emotion detection to pinpoint the exact sources of customer dissatisfaction and resolve issues before they escalate.
2
Zero in on conversations that need attention
Quickly identify conversations needing closer review and seamlessly share feedback with agents to improve support quality.
3
What our customers are saying about us
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Nick Brazitis
Global Customer Care Manager
“The onboarding process was super easy, the team was very agreeable and made the process seamless. We are very impressed with EdgeTier’s responsiveness – we typically get a response to any question almost immediately.”
Vladimir Greavu
Director of Customer Service Berlin Brands Group
“If we didn’t have EdgeTier it would feel like going back to the stone age."
James Waghorn
Director of Customer Contact at CarTrawler
“EdgeTier has improved data visibility and has ultimately helped us understand our business better”
Deborah Guivisdalsky
COO, Codere
"We now have a highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions our customers feel when talking to our team."
Marily Tsega
Head of Customer Operations. Novibet
“EdgeTier provides us with details and insights into agents' conversations, and this helps us identify areas for training and development. Before this, we relied on a manual review process, which was time-consuming and less effective in pinpointing specific training needs."
Afroditi Pina
Director of Customer Service. Novibet
“We have managed a saving or if you wish, a return on investment by applying EdgeTier in Novibet, saving something close to six full-time employees during the last six months from efficiencies.”
Automated insights from your customer conversations
- AI-powered interaction analysis
- Omnichannel feedback capture
- Real-time anomaly detection
- Customer sentiment analysis
- Built-in scorecards
- Standardised agent review evaluations
- Send feedback directly to agents
- Seamless integration
- Go live in 2 hours
- Real-time reporting
- Support in 140+ languages
Stay ahead of emerging customer issues
EdgeTier monitors 100% of your customer service channels (chat, email, calls, social media, surveys) and alerts you to emerging issues. Gain a clear view of what’s happening, who it impacts, and the root cause.
Understand your customer’s experience
Facing drops in satisfaction, complaints, or missed SLAs? Fragmented data, inconsistent tagging, and manual processes make it difficult to pinpoint the cause. Our platform analyses every interaction in real-time, uncovering actionable insights to improve customer support.
Increase strategic credibility
Position customer support as the voice of the customer within your organisation. Turn feedback into valuable insights, positioning your team as a leader in driving strategic decisions that improve retention, reduce churn, and align the business with customer needs.
Key Features
AI-Anomaly Detection & Alerts
Comprehensive Conversation Analysis
Real-Time Data Integration
Targeted Agent Coaching
Smart Tagging
Multilingual Translation and Support
Customer Emotion Detection
Fast and Easy Setup
Secure Data Handling and Compliance
"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.
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 dedication to Voice of the Customer.
What is voice of the customer software, and how does it work?
EdgeTier is an advanced conversational intelligence platform designed for contact centres. It analyses 100% of your customer interactions across multiple channels (email, chat, social media, phone, and surveys) in real-time. By using AI and machine learning, EdgeTier provides actionable insights into customer sentiment, emerging issues, and agent performance, helping teams deliver smarter, more efficient customer support.
What type of customer service channels does EdgeTier support?
EdgeTier integrates with a wide range of customer service channels including email, live chat, phone calls, social media, and surveys. Our platform scans interactions across all these channels to give you a comprehensive view of customer behaviour and feedback.
How does EdgeTier help improve agent performance?
EdgeTier offers real-time insights that allow agents to enhance their performance. By analysing conversations for sentiment and identifying areas for improvement, it helps agents handle customer inquiries more efficiently, reducing handle time, and repeat contacts, and boosting first response times.
How does EdgeTier help with emerging customer issues?
EdgeTier’s AI-driven platform scans all customer interactions and alerts you to emerging or unknown issues. This allows you to get ahead of potential problems, understand the root causes, and proactively address customer frustration before it escalates.
How quickly can I see results after implementing EdgeTier?
EdgeTier provides actionable insights from day one. While full adoption and optimization may take some time, you’ll start seeing improvements in key performance metrics like first response time, customer satisfaction, and agent efficiency within the first few weeks of using the platform with the insights you will surface from your customer conversations.
Is EdgeTier easy to integrate with existing systems?
Yes! EdgeTier is designed to seamlessly integrate with your existing CRM, customer service platforms, and communication channels. Whether you’re using Zendesk, Salesforce, or other tools, our platform can easily connect to provide insights across all touchpoints.
Can EdgeTier identify customer sentiment in conversations?
Absolutely! EdgeTier uses advanced sentiment analysis to detect the emotional tone of customer interactions. This helps you identify issues like frustration or confusion early, so you can respond proactively and improve customer outcomes.
How does EdgeTier improve customer retention?
By analysing all customer interactions and identifying pain points or areas of dissatisfaction, EdgeTier helps you address issues before they lead to churn. With insights into customer preferences and behaviour, you can personalise your service and improve retention by responding to needs faster and more effectively.
Can I get support with onboarding and training?
Get in touch with our knowledgeable team! We’re happy to answer any questions you have about our AI-powered contact centre software.
Still have questions?
Get in touch with our knowledgeable team! We're happy to answer any questions you have about our AI-powered VoC software.
Get in touch