EdgeTier

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.

Key Features

• Real-time issue detection and quantification
• AI-driven root cause identification and trend analysis
• Automated QA scoring and coaching opportunities
• Multilingual support with unified architecture
• Seamless integration with existing helpdesk platforms

Who It’s For

EdgeTier is built for CX leaders, operations teams, and quality assurance managers in retail, travel, iGaming, utilities, fintech, and insurance. It also provides value to product, compliance, sales, and logistics teams by surfacing actionable insights from customer conversations.

Use Cases

• Proactively catch and resolve emerging customer issues (e.g., promo code errors, delivery problems)
• Reduce contact volume by fixing root causes in real time
• Improve CSAT scores through faster issue resolution
• Automate quality assurance to review 100% of interactions
• Gain voice-of-customer insights for strategic decision-making

Key Benefits

• Real-time anomaly detection catches issues early
• AI-powered QA reviews 100% of interactions
• Multilingual support without separate models
• Integrates with major helpdesk platforms