EdgeTier

EdgeTier is an Irish software firm that uses AI to analyse all of a contact centre's customer conversations as they happen. The aim is to flag a new problem, such as a broken promo code at checkout, before it turns into a wave of extra contacts.

What EdgeTier offers

• Ask Spotlight — staff type questions in plain language and get answers from their own contact history, broken down by region, agent or product.
• Contact reason tagging — automatically labels why customers get in touch, across channels and languages, in a single view.
• Sonar alerts — real-time anomaly detection that warns teams when a customer issue starts to grow.
• Coach — AI-assisted quality assurance that reviews every interaction and highlights agent coaching needs.
• Voice of the customer insights — measured findings shared with CX, operations and product teams.

Who it works with

It serves customer experience, operations, quality and product teams in companies with busy contact centres. Named users include Ryanair, TUI and Holland & Barrett.

Key facts

• Based in: Ireland
• Coverage: all customer conversations, analysed in real time
• Named customers: Ryanair, TUI, Holland & Barrett