Product Updates
Stay up to date on all the latest features across EdgeTier
Featured Updates
27 January 2025
Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the...
27 January 2025
LLM Interaction Summaries
We’re excited to introduce our new Interaction Summaries feature! Now, you can quickly access concise bullet-point summaries of customer interactions,...
26 January 2025
New Emotion: Customer Confusion 😕
We've enhanced our emotion and sentiment detection by adding a powerful new feature that identifies Customer Confusion in messages. This...
Agent QA Review Access
Agents can now log in to EdgeTier to view their agent QA reviews directly, creating a secure, personalised environment for feedback. This enhancement replaces the need to rely solely on email notifications, offering a centralised hub where agents can access all their evaluations in one place.
Anomaly summaries
Anomaly detection just got smarter! We’ve revamped the system with anomaly summaries using the same advanced AI that powers our interaction summaries. This means you no longer need to sift through every message to understand what’s going on. Instead, users get clear, concise insights at a glance.
Call Recording Playback
You can now relive the greatest hits of your call center in EdgeTier! Listen to call recordings right in the system while reviewing interactions.
LLM Interaction Summaries
We’re excited to introduce our new Interaction Summaries feature! Now, you can quickly access concise bullet-point summaries of customer interactions, covering key issues, customer sentiment, and resolutions, without needing to read through the entire conversation. Powered by Claude AI and AWS Bedrock, these AI-driven summaries are fast, accurate, and insightful.
New Emotion: Customer Confusion 😕
We've enhanced our emotion and sentiment detection by adding a powerful new feature that identifies Customer Confusion in messages. This new emotion detection mode automatically flags messages where customers express confusion about products, processes, or solutions provided by agents, eliminating the need for manual tag setup.
Custom Charts: Interactive metrics at your fingertips
Our new custom charts feature offers a dynamic and efficient way to visualise customer insights, allowing users to easily explore their data in real-time. Gone are the days of exporting data, uploading it to external tools, and manually creating graphs.
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