EdgeTier

EdgeTier is a text conversation analysis tool. EdgeTier applies AI to 100% of contact centre conversations in real time, combining contact reason tagging, sentiment analysis, anomaly alerts and agent QA in one platform. It suits customer experience and operations teams at brands with high contact volume.

EdgeTier is a customer interaction analytics platform built for contact centres that want to spot problems while they are still happening rather than weeks later in a retrospective report. The system ingests every customer conversation, across regions and languages, and applies AI to tag contact reasons, summarise themes, read sentiment and surface voice-of-customer signals. The claim on the homepage is coverage of 100% of conversations in real time, which is the central distinction from sampling-based quality tools that review a fraction of interactions after the fact. The product is organised into three modules. Explore acts as a single source of truth for interactions, using AI-powered contact reason tagging, multi-conversation theme summaries, sentiment analysis and voice-of-customer insight. Sonar handles real-time anomaly detection, raising alerts when a customer issue starts to spike and quantifying its impact so teams can prioritise. Coach covers agent performance: AI-assisted QA across every interaction, a custom scorecard builder, an AI customer experience score and call recording playback. A fourth capability, Ask Spotlight, is an agentic layer that answers plain language questions against your own contact history, with root cause analysis and breakdowns by region, agent or product. No SQL or analyst queue is required. The tool is aimed at customer experience, operations and product teams in businesses with meaningful contact volume: travel, retail, gaming, utilities and consumer brands. The named customer roster includes Ryanair, TUI, Holland & Barrett, Abercrombie & Fitch, Codere, Novibet and Berlin Brands Group. In practice, a team connects its existing support stack, watches for flagged spikes, drills into the underlying conversations and routes the finding to whichever team owns the fix. Published case outcomes include a 21% CSAT improvement at Electric Ireland, a 40% cut in payment contacts at TUI and a six-figure salary equivalent saving from replaced manual reporting at Novibet. Against generic conversation intelligence or survey-led CX platforms, EdgeTier positions itself on purpose-built models trained on customer interaction data rather than general large language models. Pricing is not published on the homepage, so buyers should expect a demo-led sales process rather than self-serve signup.