EdgeTier

EdgeTier: AI-Powered Contact Centre Analytics Software

EdgeTier provides AI-powered customer interaction analytics software designed for high-volume contact centres and CX teams. The platform analyses 100% of customer conversations in real time across multiple languages, helping businesses detect trends, improve agent performance, and act on voice-of-customer data instantly.

Key Features

• Explore: A unified hub for customer support data featuring AI-powered contact reason tagging, multi-conversation theme summaries, and sentiment analysis.
• Sonar: Provides real-time anomaly detection and 24/7 interaction monitoring with instant alerts for emerging customer issues.
• Coach: AI-assisted agent performance QA and coaching, featuring a custom QA scorecard builder, AI customer experience scoring, and call recording playback.
• Ask Spotlight: Agentic AI that allows users to ask questions about contact history to receive instant root cause analysis, actionable recommendations, and region, agent, or product breakdowns.
• Multilingual Support: Automatically detects and analyses conversations in any language without requiring separate models.
• Security and Compliance: ISO 27001 certified and fully GDPR compliant, with data encrypted in transit and at rest in EU or US data centres.
• Integrations: Integrates with platforms including Zendesk, Salesforce, Intercom, Gorgias, Five9, Freshdesk, and LivePerson.

Use Cases

• Retail: Understanding customer contact drivers and fixing issues causing frustration.
• iGaming: Monitoring player sentiment, tracking crucial conversations, and staying ahead of compliance risks.
• Travel: Identifying contact drivers to resolve issues before they result in complaints or poor ratings.

Getting Started

Website: https://www.edgetier.com/

EdgeTier equips customer experience, operations, and product teams with quantified insights to reduce contact volume, boost satisfaction, and proactively resolve issues using real-time AI analytics.