EdgeTier
EdgeTier is a real-time AI software that monitors conversations and provides valuable insights to enhance customer experience. It enables c...
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What is EdgeTier?
EdgeTier is an AI-powered conversation intelligence platform that analyzes 100% of customer conversations in real time across chat, email, voice, social media, and surveys. The platform helps contact centers and CX teams proactively detect issues before they escalate, understand root causes of customer frustration, and deliver targeted agent coaching. It seamlessly integrates with major customer service platforms like Salesforce, Zendesk, Intercom, LivePerson, and LiveAgent, delivering actionable insights that increase customer retention, improve efficiency, and boost satisfaction scores.
The platform consists of three main products: EdgeTier Sonar for AI-powered anomaly detection and real-time alerts on emerging issues, EdgeTier Index (Explore) for comprehensive conversation analysis and voice-of-customer insights, and EdgeTier Coach for AI-assisted agent quality assurance and targeted coaching. Key features include AI-anomaly detection & alerts, comprehensive conversation analysis, real-time data integration, smart tagging, multilingual translation and support, customer emotion detection, and custom QA scorecard builder.
EdgeTier is designed for high-volume contact centers and CX teams in retail, travel, iGaming, utilities, fintech, and insurance sectors. It serves businesses with customer service teams ranging from 25 to 250 agents who interact with customers through chat and messaging in multiple languages. Trusted by brands like Ryanair, TUI, and Holland & Barrett, the platform helps product teams spot bugs faster, operations teams detect compliance risks, and logistics teams identify delivery issues.
Typical results include a 21% improvement in CSAT, 25% reduction in chat handling time, 12% reduction in contact volume, and 2.5x faster QA reviews. The platform goes live in less than 2 hours with zero IT time required, and customers start seeing insights within weeks of implementation.
EdgeTier pricing
Pricing model: Free
EdgeTier's pricing is based on interaction volume (number of customer conversations analyzed each month) and differs depending on the size and complexity of the contact center. Pricing also varies by module, allowing teams to choose capabilities they need: Sonar for proactive issue detection, Explore for customer insights and trend analysis, and Coach for AI-powered QA and performance management. This modular approach ensures each customer only pays for what delivers value to their business. Specific dollar amounts are not publicly listed; customers must contact EdgeTier for a custom quote based on their interaction volume and module selection.
EdgeTier pros
- Analyzes 100% of customer conversations in real time
- Detects emerging issues before they escalate with Sonar anomaly detection
- Integrates seamlessly with Salesforce, Zendesk, Intercom, LivePerson, and LiveAgent
- Works in any language without separate models per language
- Goes live in less than 2 hours with zero IT time required
- AI-powered agent QA monitors 100% of conversations instead of 1-5% manual sampling
- Custom QA scorecard builder for tailored quality assessment
- Real-time alerts and instant notifications for emerging issues
- 24/7 data and interaction monitoring
- Customer emotion detection and sentiment analysis
- Smart tagging automatically categorizes contact reasons
- Multi-conversation theme summaries for quick insights
- ISO 27001 certified with GDPR compliance
- Data stored securely in EU or US data centers
- Dedicated Onboarding Manager and Customer Success Manager included
- Modular pricing allows teams to pay only for needed capabilities
- Call recording playback within the platform
- AI customer experience score for agent performance
- Reduces contact volume by identifying root causes faster
- Creates one version of truth aligning entire organization
EdgeTier cons
- Pricing based on interaction volume may be expensive for high-volume centers
- Modular pricing structure requires selecting specific capabilities
- Best suited for businesses with 25-250 agents (may not fit very small teams)
- Primarily designed for B2C high-volume contact centers
- Requires chat and messaging channels for optimal use
- Pricing varies by size and complexity making cost estimation difficult
- May be overkill for businesses with low conversation volumes
- Implementation takes weeks not days for full insights
- Focus on customer service may limit broader business applications
Frequently asked questions about EdgeTier
What is EdgeTier?
EdgeTier's Artificial Intelligence (AI) technology scans and analyses every single customer and agent message in real-time, allowing teams to react to customer issues as they emerge, typically before anybody has even noticed there is an issue. EdgeTier's platform also provides a clear understanding of what is causing customer frustration and happiness, and where customer service agents are having problems. All in real-time, all with minimal manual effort.
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.
What is EdgeTier Sonar?
The EdgeTier Sonar system watches what is going on in your contact centre so that you don't have to. Our AI learns about 'normality' within your contact centre; how your customers phrase things, words and the language they use. By understanding what normal looks like, it brings to light the hidden opportunities and risks buried within the details of individual conversations. It alerts you whenever there's emerging or unknown issues on the rise.
What is EdgeTier Index?
EdgeTier's Index is a tool designed to extract key insights from customer service interactions, providing a concise snapshot of information. It helps users quickly understand and analyse large volumes of text, calls, surveys and tickets, providing fast and detailed insights from every customer interaction – arming your team with intelligent insights for confident business decisions.
What is EdgeTier Coach?
Rather than rely on random and manual spot-checks for agent quality assurance, EdgeTier's AI monitors all agent messages to detect the things important to your customer service team. Detect off-brand language, banned words or phrases, spelling and grammatical errors, excessive template usage, generation of repeat contacts, or any other quality issues in agent conversations. 100% of conversations are monitored 100% of the time.
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.
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 commitment to the highest standards of information security management. Customer data is stored securely in EU or US data centres, depending on your organisation's location and regulatory requirements. No data is ever used for model training outside your environment.
Will EdgeTier work with our customer service platform?
EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc). Pull and push data with your existing software stack so your existing business processes still work, just better. EdgeTier is ready with integrations to all major players as well as a simple API to connect to in-house system.
Who is behind EdgeTier?
EdgeTier is an AI company based in Dublin Ireland. Founded by Shane Lynn PhD, Bart Lehane PhD, and Ciarán Tobin in 2017, the company builds products that help customer centric organisations access and use the insights contained within their customer conversations. With backgrounds in software engineering, machine learning, and technology entrepreneurship, the founders have built a company that now serves B2C companies operating in travel, igaming, retail, and government sectors through Europe and the Americas.
How quickly can we get started?
Most customers connect their helpdesk and start seeing insights within weeks. Implementation is lightweight and guided by EdgeTier's onboarding team. Go live in less than 2 hours with zero IT time required from your team for the initial connection, with full insights developing over the following weeks as the AI learns your contact center's patterns.