Travel Contact Centre Analytics
“We now have a window of visibility into customer conversations which allows us to quickly spot potential issues and resolve them immediately, rather than wait for a message to arrive at an agent.”
By the time a disruption shows up in your dashboards, passengers are already in the queue. EdgeTier gives you the warning signal that gets you ahead of it.
EdgeTier connects to Salesforce, LivePerson, Zendesk, Kustomer, and most major CRM and support platforms, plus a straightforward API for in-house systems. No heavy IT lift. Quick to set up. Quick time to value.
Ryanair. TUI. loveHolidays. Travel brands that need to stay ahead of passenger issues use EdgeTier. Book a demo to see what it finds in your contact centre data.
Travel contact centre analytics for real-time passenger insight
EdgeTier gives travel brands real-time insight into what passengers are contacting you about, where your agents need support, and which issues are on their way to becoming something bigger.
Tracey Kennedy, Director of Customer Service, Ryanair
Conversation Intelligence for Travel Brands
Travel contact centre analytics gives airlines, tour operators, and OTAs real-time visibility into passenger contact data. It monitors interaction volume across every channel, automatically tags contact reasons, and alerts teams the moment a disruption starts driving unexpected contact. EdgeTier is purpose-built for high-volume, multilingual travel contact centres operating in the travel industry.
Real-time issue detection
Sonar monitors 100% of passenger interactions and flags emerging issues the moment they form. Flight delays, overbooking spikes, broken booking flows. Know about it in minutes, not hours.
Understand why customers are contacting you
Explore analyses every conversation, automatically tags contact reasons, and surfaces the trends behind your CSAT and NPS scores. No manual tagging. No guesswork.
Coach reviews every agent interaction, not just a sample. It identifies where empathy drops, where compliance slips, and where targeted training will make the biggest difference.
5 ways EdgeTier improves CSAT for travel brands
Hassle-free consolidated view of customer interactions
Data capture
Travel contact centres handle high volumes across email, chat, phone, and social. EdgeTier pulls data from every channel, tags it by contact reason and language, and gives you a single, accurate picture of what passengers are saying. Stop chasing insight across disconnected systems.
[See it in action](/content/see-it-live/ "See it in action"/index.html)
Spot customer issues in real time to safeguard your reputation
Real-Time Alerting
Hotel overbooking. Flight cancellations. A broken check-in flow. When something goes wrong at scale, Sonar catches the contact volume spike the moment it starts. You get an alert with full context on who is affected and what they are saying, before the situation escalates.
[More about anomaly detection](/content/sonar/ "More about anomaly detection"/index.html)
Find the real cause behind low CSAT scores
Go beyond the metrics
| Agent labelling errors mean your current reports may be pointing you at the wrong problem. Explore uses AI-driven conversation analysis across 100% of interactions to accurately identify contact reasons and surface patterns in traveller sentiment. Whether it is a specific route, a hotel partner, or a booking error, you will find the root cause fast. |
[Book a personalised demo](/content/see-it-live/ "Book a demo"/index.html)
Stop relying on agents to spot critical conversations
Compliance and escalation monitoring
| Regulatory complaints, flight disturbance scenarios, and mishandled cases going viral. These are the situations that keep CX leaders up at night. EdgeTier reviews every interaction and tags the high-priority ones automatically, so your team knows exactly where to focus and nothing falls through the cracks. |
[See it in action](/content/see-it-live/ "See it in action"/index.html)
QA that covers every agent, every conversation
Agent quality assurance
| Sampling 5% of conversations means 95% of coaching opportunities go unnoticed. Coach analyses 100% of agent interactions, scores them on your own criteria, and flags where empathy or compliance slips. Targeted coaching. Consistent passenger experience. |
Learn more about agent QA
Alerting for the travel industry
Key Features
Real-time anomaly detection
Contact reason AI tags
Agent quality assurance
Targeted agent coaching
Customer sentiment detection
Experience score
Root cause analysis
Cross marketplace monitoring
Multilingual translation
Interaction summaries
Agent scorecards
Secure data handling
Compliance