EdgeTier is an AI-powered, real-time customer interaction analytics platform designed for high-volume contact centres. It helps CX teams proactively identify and fix customer issues by analysing 100% of conversations across channels. The platform consists of three modules: Explore for customer insights and trend analysis, Sonar for instant anomaly detection, and Coach for AI-assisted agent performance QA and coaching. EdgeTier integrates with major support systems such as Zendesk, Salesforce, Intercom, Gorgias, Five9, Freshdesk, and LivePerson. It supports multilingual contact centres by automatically detecting and analysing conversations in any language without separate models. The platform is ISO 27001 certified and GDPR compliant, with data encrypted in transit and at rest. Pricing is based on interaction volume and varies by module.