Target the conversations that don’t meet your standards
Missing key insights because of manual reviews? Not with EdgeTier. We review every conversation, show you where agents need targeted support, and help you deliver immediate feedback with built-in scorecards. Lower frustration, Higher praise, Improved response times.
4M messages each day
Intelligent insights from interations
Do these problems sound familiar:
- No insight into agent challenges.
- Random conversation reviews.
- QA criteria vary across assessors and teams.
- Complex spreadsheets.
- Time-consuming QA.
- Delayed feedback.
- Unknown causes of repeat contacts.
- Unclear if agents follow guidelines.
- Multiple systems.
- Difficulty flagging at-risk customer interactions.
- Missed agent grammar or spelling errors.
- Unapproved tone or statements from agents.
- Lack of agent comparison for improvement.
Make quality assurance easy, efficient, and effective
Review 100% of agent conversations
With AI analysing 100% of interactions across every support channel you get full visibility into each agent’s performance in any language and understand their impact on KPIs, like CSAT and NPS, in real-time.
1
All-in-one system for faster reviews
Centralise conversations, scorecards, and reporting into one platform to eliminate the need for multiple tools.
2
Zero in on conversations that need attention
Filter interactions by topic, sentiment, or other key metrics to pinpoint problem areas and provide targeted, actionable feedback, empowering agents to do their best work.
3
What our customers are saying about us
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Vladimir Greavu
Berlin Brands Group
“If we didn’t have EdgeTier it would feel like going back to the stone age."
Nick Brazitis
Abercrombe & Fitch Co.
“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.”
James Waghorn
CarTrawler
“EdgeTier has improved data visibility and has ultimately helped us understand our business better”
Deborah Guivisdalsky
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
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.”
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!”
AI-assisted QA for exceptional support quality
- AI-assisted QA for exceptional support quality
- Built-in scorecards
- 100% customisable agent review cards
- AI tagging on key metrics like sentiment and tone
- Standardised agent review evaluations
- Send feedback directly to agents
- Review data stored in one place
- Real-time reporting
- Go live in 2 hours
- Support in 140+ languages
Focus on coaching, not manually reviewing conversations
Coach uses AI to analyse every interaction across all channels, automatically highlighting those that need extra attention. No more manual sorting, just focus on coaching agents and improving support quality.
Share feedback with agents easily
Use a combination of human and AI-driven elements to ensure consistent and unbiased agent evaluations across the board. Once completed, reviewers can send real-time feedback to agents for immediate performance impact.
Keep Your Data in One Place
Easily access and analyse all of your metrics, scores, and interactions in one place to find out the information you need, like agent pass rate and review scores across markets, brands, or teams.
"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 Quality Assurance.
What is QA software for customer service, and how does it work?
Our QA software leverages AI to analyse 100% of customer interactions across all support channels. It provides a full, real-time view of agent performance, uncovering hidden issues that manual reviews may miss. You can evaluate agent adherence to policies and best practices and uses data-driven insights to offer targeted coaching that helps agents perform at their best. The platform also tracks key metrics like CSAT and NPS in real-time, giving you a comprehensive understanding of both agent performance and customer satisfaction.
What customer service channels does the QA software support?
Our software analyzes interactions across all major customer service channels, including voice, chat, email, and surveys. This ensures that you have a full view of your customer interactions, no matter where they happen.
How easy is it to integrate with existing tools (CRM, ticketing, etc.)?
EdgeTier integrates seamlessly with all major CRM and customer service platforms, including Salesforce, Zendesk, Live Person, Kustomer, and many more. It also offers a simple API to integrate with in-house systems. You can go live in under two hours, with no IT support required from your team, making the implementation process quick and hassle-free.
Can the QA software provide analytics and reporting on agent performance?
Our software provides detailed analytics on agent performance, tracking key performance indicators like CSAT, AHT and response times. It also allows you to compare conversations across agents and create AI-assisted reports to highlight top performers and identify areas needing improvement. You can track performance over time, ensuring continuous improvement.
How customisable are the QA scorecards and evaluation criteria?
You can fully customize scorecards to align with your company’s unique customer experience priorities. Whether it’s adherence to internal policies, response time, or issue resolution, you can adjust the scoring criteria to fit your business needs. Both human evaluators and AI work together to ensure that evaluations are fair, consistent, and aligned with your standards.
How does the software help with agent training and development?
The software identifies areas where agents need improvement by analysing their performance in real time. Managers can track progress and provide immediate feedback, creating a clear pathway for agent development and continuous improvement.
Is the software scalable for growing teams?
Yes, our software is highly scalable, capable of handling teams of any size and adapting as your business grows. As you expand, you can continue to rely on EdgeTier to provide consistent, real-time insights into your agents’ performance, regardless of team size.
What are the pricing options and contract terms?
Our pricing is tailored to the specific needs of your business, based on the number of interactions the system analyzes. We understand that every business is different, so we offer tailored proposals to ensure you get the right plan for your requirements. Reach out, and we can provide a quote in a short timeframe.
Still have questions?
Get in touch with our friendly knowledgeable and we will assist with your questions.
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