EdgeTier provides an AI‑powered conversation intelligence platform that captures 100 % of customer interactions across chat, email, voice and surveys, automatically tagging contact reasons, extracting sentiment and detecting anomalies in real time. The solution aggregates insights in a unified dashboard, offers AI‑assisted quality‑assurance scorecards for agent coaching, and integrates with major CX systems via pre‑built connectors or APIs, while meeting GDPR and ISO 27001 security standards.
Funding
$6.5M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
SVFounders
Product
Problem
Many enterprises rely on fragmented support tools and manual tagging, which delays visibility into customer issues, inflates contact volume, and hampers timely improvements to satisfaction and operational efficiency.
Solution
EdgeTier delivers an AI‑driven conversation intelligence platform that ingests 100 % of customer interactions across chat, email, voice, and survey channels in real time. Its purpose‑built natural‑language processing engine automatically tags contact reasons, extracts sentiment, and surfaces emerging themes without human intervention. Anomaly detection (Sonar) flags spikes or abnormal patterns within minutes, while the Explore module aggregates and quantifies issue impact for prioritization. Coach provides AI‑assisted quality‑assurance and customizable scorecards to streamline agent coaching. The platform integrates via pre‑built connectors or APIs with major CX systems such as Zendesk, Salesforce, and Genesys, enabling seamless data flow and instant alert delivery to Slack, Teams, or email. All data is encrypted in transit and at rest and processed in compliance with GDPR and ISO 27001, ensuring secure, enterprise‑grade handling.
Target Audience
The solution is aimed at CX leaders, contact‑centre managers, and product or operations teams in mid‑size to large enterprises across retail, travel, utilities, iGaming, and fintech sectors that need unified, real‑time insight into customer conversations.
Features
- Real‑time, AI‑powered contact‑reason tagging and sentiment analysis across all supported channels
- Multilingual NLP engine that processes conversations in any language without separate models
- Sonar anomaly detection delivering minute‑level alerts with contextual impact metrics
- Explore dashboard that consolidates, indexes, and visualizes trends, volume, and root‑cause insights
- Coach module with automated QA scoring, custom scorecard builder, and agent‑facing feedback portal
- Extensive library of out‑of‑the‑box integrations (Zendesk, Salesforce, LivePerson, Freshdesk, etc.) plus RESTful API for custom connections
- End‑to‑end encryption, GDPR compliance, and ISO 27001 certification for data security
- Configurable webhook notifications to collaboration tools (Slack, Microsoft Teams, email) for rapid response