Edgetier

Edgetier is an AI-powered Customer Conversation Intelligence platform designed to help contact centres understand, monitor, and improve every customer interaction at scale. It ingests and analyses support conversations across channels such as voice, email, and chat to surface actionable insights on performance, quality, and customer experience. The primary purpose of Edgetier is to give operations, quality, and CX teams a unified, data-driven view of what is happening in their contact centre in real time.

The platform automatically transcribes and classifies conversations, detects topics and intents, and identifies trends in customer issues and agent behaviour. It provides quality monitoring and coaching tools, including automated QA scoring, conversation reviews, and performance dashboards, reducing the need for manual sampling. Edgetier also flags compliance risks, process deviations, and potential churn signals, enabling teams to intervene early. Integration with existing contact centre systems and CRMs allows for streamlined deployment and a consolidated view of operational metrics.