AI-Powered Customer Interaction Analytics Software

EdgeTier’s AI analyses 100% of conversations in real time, so you can detect trends, improve performance, and act on voice-of-customer data instantly to drive change throughout your business.

Keep your eyes and ears on every interaction

Bring every customer interaction into one source of truth – automatically and in any region or language.

Empower teams, from customer experience to operations and product, with the quantified insights they need to reduce contact volume, boost satisfaction, and act quickly when issues arise.

[More about Explore](/content/explore/ "More about Explore"/index.html)

  • AI-powered contact reason tagging
  • Multi-conversation theme summaries
  • Sentiment analysis
  • Voice of the customer insights

Cut contact volume by solving issues faster

Get real-time alerts the moment customer issues emerge, and quickly understand their impact so you can prioritise what matters most.

By spotting problems early, you’ll reduce contact spikes, speed up resolution, and protect both customer satisfaction and operational costs.

[More about Sonar](/content/sonar/ "More about Sonar"/index.html)

  • Real-time anomaly detection
  • Instant notifications & alerts
  • 24/7 data and interaction monitoring

Catch agent performance trends early – and act fast

Spot agent behaviour trends, identify coaching opportunities, and give your QA team time back with AI-assisted analysis of every interaction.

Target the training that moves the needle – improving CSAT, cutting handling time, and saving hours across the QA process.

[More about Coach](/content/coach/ "More about Coach"/index.html)

  • AI-assisted agent QA & coaching
  • Custom QA scorecard builder
  • AI customer experience score
  • Call recording playback

Solve customer problems faster

Don’t just measure how you handle issues – understand how to fix them proactively with AI-powered, real-time customer interaction analytics software.

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"My promo code keeps failing." Frustration up 43%.

95 customers reported this issue

Checkout promo code error detected

Rising customer issue quantified

Promo issue resolved by web team

Related contact volume down to zero within the hour

Real results across your business

80% Faster Customer Insight and 18% of Risk Cases Prevented

Automated tagging and real-time monitoring cut hours of manual reporting, helping the team identify issues early, protect players, and stay ahead of compliance risks.

[Kaizen Case Study](/content/case-study/how-kaizen-leverages-real-time-insights-to-proactively-manage-cx-and-responsible-gaming/ "Kaizen Case Study"/index.html)

Hours of manual reporting replaced with real-time visibility

Analysis that once took hours is now immediate giving managers real-time insight into customer issues, faster response times, and clearer performance visibility across five markets.

[Codere Case Study](/content/case-study/codere-online/ "Codere Case Study"/index.html)

100% visibility into customer conversations

Gained visibility into every customer interaction, so the team can catch problems early, understand what’s driving contact spikes, and improve how agents respond.

[Abercrombie & Fitch Co. Case Study](/content/case-study/driving-a-cultural-shift-at-abercrombie-fitch-co/ "Abercrombie & Fitch Co. Case Study"/index.html)

21% improvement in customer CSAT scores

Now a contact centre that provides the wider business with reliable, real-time customer insight — leading to a 21% improvement in CSAT, a 19% rise in first contact resolution, and a 37% drop in email volumes.

[Electric Ireland Case Study](/content/case-study/from-reaction-to-resolution-how-electric-ireland-used-edgetier-to-boost-customer-csat-scores-by-21/ "Electric Ireland Case Study"/index.html)

Integrate with any tool for clearer insights and smoother processes

From the industry’s biggest platforms like Zendesk, Live Person, and Salesforce, to simple in-house tools, gain complete, crucial insights that other solutions alone can’t give.

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Frequently asked questions

What makes EdgeTier’s AI different from other CX analytics tools?

EdgeTier’s AI is purpose-built for customer interaction data – not generic large language models. It’s trained on millions of real customer conversations across industries, combining language understanding, emotion detection, and business context to surface insights that traditional analytics tools miss.

Can EdgeTier’s AI work with my existing support systems?

Yes. EdgeTier integrates seamlessly with platforms like Zendesk, Salesforce, Intercom, Gorgias, Five9, Freshdesk, LivePerson, and so many others. That means you can start using AI insights without changing your workflows or migrating data.

How does EdgeTier ensure data security and compliance?

Data privacy and compliance are core to EdgeTier’s platform. All customer data is encrypted in transit and at rest and processed in full compliance with GDPR. EdgeTier is ISO 27001 certified, demonstrating our commitment to the highest standards of information security management.

Is EdgeTier suitable for multilingual contact centres?

Yes. EdgeTier automatically detects and analyses conversations in any language without requiring separate models per language. Its unified multilingual architecture delivers consistent insights across all markets, making it ideal for European contact centres handling customers in 5–10+ languages simultaneously.

Can EdgeTier identify the root causes of customer issues?

Yes. Using AI-driven tagging and trend detection, EdgeTier automatically categorises contact reasons and identifies emerging friction points, so teams can act before issues escalate.

Who uses EdgeTier?

EdgeTier is built for high-volume contact centres and CX teams that care about delivering exceptional customer experiences. It’s trusted by brands like Holland & Barrett, Ryanair, and TUI across industries such as retail, travel, utilities, iGaming, fintech, and insurance.