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EdgeTier Reviews & Product Details

The EdgeTier Conversational Intelligence and Support Platform helps Customer Support teams uncover the missed insights in their support and survey messages, react faster to emerging customer issues, and have the data they need at their fingertips to make decisions, positioning the contact centre as a strategic hub of insights for the entire company. Global Brands like Abercrombie & Fitch, CarTrawler, TUI Travel, and Ryanair use EdgeTier to process millions of customer messages, boost NPS, CSAT and first contact resolution scores, as well as improve overall efficiency. Having 24/7 insights into customer attitudes, helps you understand customer issues, detect emerging conversational trends in real time, and improve agent performance. Key functionality: - Proactive AI alerting with real time detection of unforeseen customer issues - Automatic tagging of customer messages and surveys - Get real-time alerts for critical customer interactions (set up in advance) - Sentiment analysis of all your customer and agent interactions - Agent performance reports and analysis - Real-time reporting and KPI analysis - AI assisted chat and email handling EdgeTier seamlessly integrates with existing customer support systems without needing any IT time, and monitors customer conversations 24/7 in multilingual environments, as well as providing prompts to support agents speaking to customers.

Seller

Edge Tier

Languages Supported

German, Greek, English, French, Italian, Spanish

Product Description

The EdgeTier platform is a complete customer conversation analytics platform that helps brands dramatically improve their customer experience through the insights hidden within their support and survey messages. It's hard to manage high-volume, fast-paced, multi-lingual customer conversations in B2C environments. There is relentless pressure to meet service level agreements, continually improve customer satisfaction, and report insights back to the business. Operations managers and customer experience professionals are drowning in excel pivot tables, manually labelled conversations, and flakey reports of issues from overworked customer service agents. EdgeTier is an AI-driven platform that automatically spots emerging conversational trends, intelligently identifies risky communications, evaluates customer service agents, and diagnoses the root causes of customer frustrations. EdgeTier seamlessly integrates with almost every customer service platform (including Salesforce, Zendesk, Freshdesk, Intercom, LivePerson, LiveAgent etc) and uses proprietary real-time analytics technology to reveal the insights teams need to reduce churn, improve customer satisfaction scores, and improve efficiency. The EdgeTier product helps to: - React faster to emerging customer issues through completely automatic alerts on customer conversation trends - Improve customer service agent performance through efficient and/or automatic QA processes - Work out what processes are causing problems through automatic and accurate labelling of customer interactions.

Overview by

Shane Lynn

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EdgeTier Reviews (12)

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Vinicius d.

CS Team Leader (Brazil)

Mid-Market (51-1000 emp.)

7/18/2025

"A Powerful Management Aly"

4.5/5

What do you like best about EdgeTier?

EdgeTier has proven to be a powerful and effective tool for real-time analysis. I've been using it over the past few months, and it has been extremely helpful in identifying ongoing issues, gathering valuable data for support tickets, and understanding scenarios to discuss with our BPO partners. Review collected by and hosted on G2.com.

What do you dislike about EdgeTier?

I don’t have any dislikes about EdgeTier — on the contrary, it’s been a valuable addition to our workflow. However, one improvement that would make a big difference is displaying the username in the ticket previews. At least with the Zendesk integration I use, I currently have to retrieve this information manually, one by one, which can be a bit inefficient at times. Review collected by and hosted on G2.com.

What problems is EdgeTier solving and how is that benefiting you?

EdgeTier has been instrumental in bridging the gap between my company and our BPO partners. Given the fast-paced nature of our business and the size of the Brazilian market, issues can arise suddenly—disrupting services and overwhelming support channels, which significantly impacts customer experience.

In such moments, BPOs are expected to share insights so we can engage the right teams to resolve the issue. However, without sufficient evidence and context, our ability to act is limited. While BPOs do support us, they aren't available 24/7 and often need to gather information manually.

EdgeTier, on the other hand, offers an intuitive workflow and often delivers more than enough information—faster than the BPOs can. This has enabled us to establish a high standard for Customer Experience in our Brazil operations, one that has been recognized by senior leadership on a global level. Review collected by and hosted on G2.com.

Gina P.

Digital Readiness Lead

Mid-Market (51-1000 emp.)

7/18/2025

"Easy to use but hard to customise to business needs."

3.5/5

What do you like best about EdgeTier?

EdgeTier is really easy to navigate and with only basic use you can see great insights. This makes it simple to train out to business users and easy to fit it into your day to day. That gives it a high adoption rate. I also love the role profiles and how you can control access to specific features easily. And it's great that it gets updated regularly and always has new features available. A lot of our team now use it daily and our QA team have built a whole continuous improvement process around it, which has helped us do root cause analysis and gather data to help resolve some of our customers issues. Review collected by and hosted on G2.com.

What do you dislike about EdgeTier?

It's great that new features get added but I wish there was a test system, where we could then play with them before pushing to production. This is because we have to have all our process documented and it means screen shots in SOPs can become out of date very quickly. It also confuses new users or trainers during training sessions.

I've found our account manager Ran supportive but I do find it hard to get clear timelines. I also don't feel like the way EdgeTier uses third parties was clearly communicated to us at sign up, meaning some of our favourite features such as auto tag have been turned off whilst we secure sign off.

Integrating EdgeTier into our Salesforce was tough. Each time we thought it was complete, I'd run the data and find interactions missing. It took a long time to get this right and because of this, it was harder to implement EdgeTier into our day to day as the development of features such as auto tag and the repeat contact report stalled whilst everyone tried to get the implementation correct. Review collected by and hosted on G2.com.

What problems is EdgeTier solving and how is that benefiting you?

Before EdgeTier, our QA team were only able to check 0.1% of our customer interactions. They had to look one by one, listen to the whole call and then give the agent a pass or fail. With EdgeTier, they now have access to 100% of customer interactions, they can filter by our compliance tags like: blockers and barriers, unhappy/dissatisfied or customer confusion then export the data, slice by autotag and start finding the biggest problems effecting our customers. Our QA team have already been able to use EdgeTier data to uncover problems with our claiming journey comms and get info on the app updated. Review collected by and hosted on G2.com.

Slavcho .

Process improvement and analytics manager

Enterprise (> 1000 emp.)

7/16/2025

"Better customer insights and faster action with Edge Tier"

4.5/5

What do you like best about EdgeTier?

Edge Tier's analytics tool has helped us greatly understand what drives customer contacts, dive into specific areas and improve the customer experience through changes in product and processes. You have the option to rely on AI to support this or use internal analysts to get to the bottom of every contact type. We've turned to Edge Tier to move away from using agent categorization of contacts, which is good enough for reporting, however doesn't really give a lot of insight where change is necessary and how urgent a problem really is. With Edge Tier, we were able to understand in detail which processes and product features drive customer dissatisfaction, quantify the problems and go back to the business with clear proposals and monetary impact. This made a world of difference to how product teams react to suggestions coming out of the support, up to the point they actively asked for feedback.

Another really useful feature are the alerts you get, when the algorithm detects an unusual topic or increase in contacts on a known topic. It allowed us to escalate live issues faster, with more detail on number of affected customers, examples and steps to replicate.

I also appreciate the very responsive Edge Tier team, who are extremely open to suggestions and have developed a number of features based on feedback we've given. Review collected by and hosted on G2.com.

What do you dislike about EdgeTier?

While it's still one of the easier analytics tool to use, you are presented with a lot of filters and metrics, which can feel overwhelming for the average user. My recommendation to anyone using the tool is to have a dedicated analyst or process improvement person, who can guide support managers and leads how to best use the tool, while also mining the tons of available data for insight. Review collected by and hosted on G2.com.

What problems is EdgeTier solving and how is that benefiting you?

Watch Tower is our main analytics tool for understanding what drives customer contacts and which levers to pull to reduce contacts and improve customer experience. We are in the process of fully replacing agent categorization through AI automated tags. The best thing is the control you have in the process.

Real time alerts allow us to react faster when there's an issue impacting customer and reduce time to resolve.

Agent performance metrics, coupled with customer emotions (frustration, confusion) and tags, allow us to identify exactly which contact types agents struggle with, and provide targeted coaching. Review collected by and hosted on G2.com.

Elena S.

Process and Implementation coordinator

Enterprise (> 1000 emp.)

7/15/2025

"Powerful Monitoring Tool with Great Potential and Room for Improvement"

4.5/5

What do you like best about EdgeTier?

We’ve been using EdgeTier’s Watchtower in our call center for a while now, primarily to monitor agent performance, track metrics like average handling time and service quality, and identify anomalies. We're also in the process of integrating it into our quality assurance framework to enable automated, data-driven evaluations across all interactions—not just random samples.

What stands out most is the system’s versatility and user-friendly interface. It offers a wide range of capabilities for both performance monitoring and quality checks. The layout is intuitive, with clearly marked buttons, color-coded visuals, and icon-based navigation. The ability to visualize data through interactive graphs and dashboards makes it easy to interpret and act on insights in real time. Review collected by and hosted on G2.com.

What do you dislike about EdgeTier?

The system can be slow when loading filtered data, and the filtering functionality itself has several limitations. Filters don’t support wide data ranges, and in dashboards, they’re not always dependable. Additionally, the filters are not easy to read or use—the subcategories can be unclear and feel disorganized. While the visual design is appealing, the wording and structure can be confusing at times.

Some widgets occasionally malfunction, and certain features—though promising in concept—need refinement to be fully usable. For example, the audio transcription function struggles with less common languages like Nordic, Polish, or Czech. Phrase tagging also needs improvement, both in terms of tag recognition and the ease of mapping phrases. Review collected by and hosted on G2.com.

What problems is EdgeTier solving and how is that benefiting you?

Watchtower helps us keep better track of what’s happening in the call center. We can monitor all chat and call interactions, spot issues early, and get a clearer picture of things like handling time and service quality.

It’s also helping us move toward a more structured quality check process. Instead of just reviewing a few calls, we’re working on using the data to automatically assess performance across the whole month. This gives us more consistent and fair insights, and saves time compared to doing everything manually.

Overall, it’s helping us be more proactive and data-driven in how we manage performance and quality. Review collected by and hosted on G2.com.

Steffan H.

CS Operations Transformation Manager

Enterprise (> 1000 emp.)

7/14/2025

"Quick insights at your fingertips"

4/5

What do you like best about EdgeTier?

Edgtetier is a fantastic tool that we use every day to cut through the noise in customer service and to highlight ongoing trends in what customers are contacting us about.

It provides me with invaluable insight into contact reasons and anomalies which does not rely solely on agents tagging tickets manually which can be inaccurate.

The spotlight feature allows me to quickly summarise contact reasons for a large number of inbound interactions. Review collected by and hosted on G2.com.

What do you dislike about EdgeTier?

I would benefit from the ability to create my own custom reports to show me exactly what I would like to see instead of having to filter reporting each time to get specifically what I want. Review collected by and hosted on G2.com.

Leanne D.

QA Team Leader

Mid-Market (51-1000 emp.)

7/15/2025

"The team were supportive and listened to concerns and suggestions about the product"

5/5

What do you like best about EdgeTier?

Its a user friendly system and is easy to use. For QA reviews within our Customer Service and Safter Gaming team, are easy to complete and more time efficient and as it gives agents real-time feedback as the review is complete they are happier with the regular feedback.

The system was easy to set up and explore, and integrated seamlessly with Zendesk. Review collected by and hosted on G2.com.

What do you dislike about EdgeTier?

The need at first that we were not able to create our own scorecards for reviews. but this has since been resolved. Review collected by and hosted on G2.com.

Verified User in Gambling & Casinos

Small-Business (50 or fewer emp.)

7/14/2025

"Smarter Support with EdgeTier, a game-Changer"

5/5

What do you like best about EdgeTier?

What I like most about EdgeTier is how easy it makes things for support teams. The AI actually feels helpful, and it picks up on trends and issues in real time, so you're not left guessing what's going on. It’s extremely intuitive to use, and it seamlessly integrates into the workflow without requiring additional setup or hassle. It saves time and makes everything feel way more in control, especially for the admin team who do not have to analyze a plethora of chats to get in touch with customer issues and queries. Review collected by and hosted on G2.com.

What do you dislike about EdgeTier?

One thing I’ve noticed is that while EdgeTier is powerful, it can take a bit of time to get fully comfortable with all its features. Some parts of the setup could be a little more straightforward, especially for teams without a lot of tech support. It’s definitely worth the effort, but there’s a bit of a learning curve at the start. For example, it took a while for me to play around with the features and utilise it to suit my purposes. I guess I am still learning and adapting to its immense potential. Review collected by and hosted on G2.com.

What problems is EdgeTier solving and how is that benefiting you?

EdgeTier’s been a big help for me as a support Team Lead. It picks up on issues in real time, so we’re not finding out about problems hours later, we can jump on them right away. That’s made a huge difference in keeping things running smoothly.

It also takes a lot of pressure off the team. The smart suggestions and automation save time on repetitive stuff, so agents can focus on actually helping customers. And for me, the reports are super handy,I get a clear picture of what’s working, where we’re stretched, and how the team’s doing overall. The spotlight tool is my absolute favorite with the 'edgetir anomalies report' closing in at second place. Review collected by and hosted on G2.com.