EdgeTier
Unlock insights from your customer conversations
What is EdgeTier? Complete Overview
EdgeTier is a comprehensive customer conversation analytics platform designed to unlock actionable insights from customer interactions. It helps businesses improve customer experience by automatically analyzing and tagging conversations, detecting anomalies, and providing real-time alerts. The platform is ideal for customer support teams in retail, travel, iGaming, and utilities, offering solutions to enhance agent performance, reduce manual analysis, and proactively address customer issues. EdgeTier's AI-driven tools, including Sonar, Index, Coach, and Assist, provide real-time monitoring, detailed insights, and targeted coaching to ensure high-quality customer service.
EdgeTier Interface & Screenshots
EdgeTier Official screenshot of the tool interface
What Can EdgeTier Do? Key Features
EdgeTier Sonar
Sonar scans and analyzes every customer message in real-time, identifying unusual contact patterns and alerting your team to emerging issues. It provides 24/7 monitoring for anomalies, uncovering root causes and enabling immediate action to prevent potential problems before they escalate.
EdgeTier Index
Index uses AI to tag and summarize customer interactions, delivering quick, reliable insights into why customers are contacting you. It offers granular filtering to understand main drivers of customer frustration and helps monitor recurring patterns and emerging issues in customer conversations.
EdgeTier Coach
Coach automates agent quality assurance by monitoring all agent messages for off-brand language, errors, and other quality issues. It replaces random manual checks with focused coaching, providing clear feedback and training opportunities to improve agent performance.
EdgeTier Assist
Assist enhances agent efficiency by automating repetitive tasks like data retrieval and response suggestions. It provides real-time customer information, allowing agents to focus on high-value conversations and deliver faster, personalized responses.
Best EdgeTier Use Cases & Applications
Proactive Issue Resolution
A travel company uses EdgeTier Sonar to detect and resolve emerging customer issues in real-time, reducing complaints and improving customer satisfaction.
Agent Performance Improvement
A retail business leverages EdgeTier Coach to identify and address agent performance gaps, resulting in faster training and higher CSAT scores.
Efficiency Gains in Support
An iGaming company implements EdgeTier Assist to automate repetitive tasks, reducing chat handling time by 25% and saving the equivalent of six full-time employees.
How to Use EdgeTier: Step-by-Step Guide
Sign up for EdgeTier and integrate it with your existing customer service platform (e.g., Salesforce, Zendesk, LivePerson).
Configure the platform to start analyzing your customer conversations in real-time, setting up alerts for anomalies and key metrics.
Use EdgeTier Sonar to monitor emerging issues and EdgeTier Index to gain insights into customer interactions and trends.
Leverage EdgeTier Coach to evaluate agent performance and provide targeted feedback for improvement.
Utilize EdgeTier Assist to automate repetitive tasks and equip agents with real-time customer information for faster responses.
Review insights and reports to continuously optimize your customer service strategy and improve overall performance.
EdgeTier Pros and Cons: Honest Review
Pros
Considerations
Is EdgeTier Worth It? FAQ & Reviews
EdgeTier’s AI technology scans and analyzes every customer and agent message in real-time, allowing teams to react to emerging issues before they escalate. It provides insights into customer frustration and agent performance with minimal manual effort.
EdgeTier is ideal for businesses with customer service teams of 25-250 agents handling high volumes of inquiries in B2C settings, often in multiple languages. Industries include retail, travel, iGaming, and utilities.
EdgeTier is an AI company based in Dublin, founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017. It serves B2C companies in Europe and the Americas.
Sonar monitors customer conversations in real-time, identifying unusual patterns and alerting teams to hidden risks and opportunities within individual interactions.
Index extracts key insights from customer interactions, providing detailed summaries and trends to help businesses make informed decisions.
EdgeTier integrates seamlessly with major platforms like Salesforce, Zendesk, Freshdesk, and Intercom, as well as in-house systems via API.