Sold by: EdgeTier
Deployed on AWS
The EdgeTier platform is an AI-powered customer interaction analytics platform that helps customer support teams dramatically improve customer experience by uncovering valuable insights from customer interactions.
4.5
Overview
EdgeTier is an AI-powered customer interaction analytics platform for CX and contact centre teams. It ingests data from call platforms, chat systems, email ticketing, and survey tools, and analyses 100% of conversations in real time surfacing why customers are contacting you, what is driving frustration, and where operational improvements can be made. With plug-and-play integrations and deployments measured in weeks not months, EdgeTier gives CX leaders the intelligence to reduce unnecessary contact volume, lower operational costs, and protect revenue through better customer experience.
Highlights
- AI-powered conversation analytics across chat, email, and voice. Automatically tag contact reasons, detect sentiment, and surface Voice of the Customer insights in any language. Customers see up to 15% reduction in contact volume and 80% less time spent on manual tagging.
- Real-time anomaly detection that alerts your team the moment customer issues emerge. Identify and resolve problems 96x faster than manual monitoring, protecting CSAT and revenue before issues escalate.
- AI-assisted quality assurance and agent coaching that analyses every interaction, not just a sample. Build custom QA scorecards, spot performance trends early, and increase QA coverage by up to 90% while cutting review time by more than half.
Details
Sold by
Delivery method
Deployed on AWS
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Features and programs
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AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
EdgeTier Platform (Available Through Private Offer Only) | EdgeTier is an AI-powered customer interaction analytics platform for CX and contact centre teams. The product is priced based on annual interaction volumes, starting from 500,000 interactions per year. We strongly advise requesting a private offer for a tailored quote. The intelligence provided helps businesses to reduce unnecessary contact volume, lower operational costs, and grow revenue through better customer experience. | $90,000.00 |
Vendor refund policy
Current: Our refund policy is performance related and defined in every customer SLA. Possible amendment: After the end date of the subscription, the customer may cancel or amend the terms. During the term of an active subscription, no refunds will be provided.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Support
Vendor support
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Customer reviews
Nikos S.
Real-Time Insights with Room for Enhancement
Reviewed on Feb 26, 2026
Review provided by G2
What do you like best about the product?
As a Real-Time Analyst, I love using EdgeTier for real-time monitoring and data collection. The platform makes it easy to centralize data, gain immediate insights, and take proactive action to maintain service levels and overall efficiency. I find the live insights particularly helpful for spotting trends or issues quickly, so I can take immediate action like adjusting staffing or managing queues before service levels are impacted. EdgeTier helps me track live performance metrics, manage queues effectively, and respond quickly to changing operational demands.
What do you dislike about the product?
One area that could be improved is data accuracy and consistency at times; having even more precise real-time updates would make decision-making stronger. It would also be great to see more customization in dashboards and reporting, so views can be tailored even more closely to specific operational needs. Data accuracy could be improved with faster refresh rates and fewer sync delays between systems, so the numbers always fully match across views. More consistency in how metrics are calculated would also help avoid small discrepancies. For dashboards, more flexibility to customize widgets, create role-specific views, and set more advanced alert thresholds would make it even more useful for real-time decision making.
What problems is the product solving and how is that benefiting you?
I use EdgeTier to track live performance metrics, manage queues efficiently, and quickly respond to changing demands. It centralizes data, provides immediate insights, and helps me take proactive actions to maintain service levels and efficiency.
Sietze V.
Simple Interface, Clear Statistics
Reviewed on Feb 25, 2026
Review provided by G2
What do you like best about the product?
I find the global overviews of statistics at EdgeTier very useful. They help us keep track of scores and see where agents' strengths and areas for improvement lie. I also appreciate the easy and clear interface, which significantly enhances usability.
What do you dislike about the product?
I would like to see more interactions visible than the current 30 chats. Currently, only 30 interactions are visible regardless of the period. I would prefer to see all interactions by scrolling down.
What problems is the product solving and how is that benefiting you?
EdgeTier helps me create an overview of where the pain points are and enables us to keep track of scores, so we can point out to agents where their strengths and areas for improvement lie.
Aparna R.
User-Friendly with Exceptional Survey Metrics
Reviewed on Feb 25, 2026
Review provided by G2
What do you like best about the product?
I really appreciate EdgeTier for its survey resolution metrics, as they are a very important part of our KRA. I also like how these metrics are divided with customer emotions, helping us to see what areas require improvement. Additionally, I find EdgeTier very user-friendly.
What do you dislike about the product?
I don't like the real-time figures in EdgeTier. It takes some time for it to link with our current stats and interactions figures.
What problems is the product solving and how is that benefiting you?
I use EdgeTier for a consolidated interaction record with resolutions, and its survey resolution metrics are critical for our KRA. The breakdown by customer emotions helps us identify areas for improvement.
Nicolás S.
Great for Visibility and Efficiency, Needs Improved Data Accuracy
Reviewed on Feb 25, 2026
Review provided by G2
What do you like best about the product?
What I like most about EdgeTier is its ability to centralize customer interaction data into one unified platform. It significantly reduces the need to switch between multiple tools and improves visibility across teams.
The platform is relatively intuitive (Ease of Use – 8/10) and offers a strong set of features (Number of Features 8/10), particularly around tagging, conversation analysis, and trend identification. Once familiar with the interface, daily navigation becomes efficient and practical for operational use.
The platform is relatively intuitive (Ease of Use – 8/10) and offers a strong set of features (Number of Features 8/10), particularly around tagging, conversation analysis, and trend identification. Once familiar with the interface, daily navigation becomes efficient and practical for operational use.
What do you dislike about the product?
The main area for improvement is data accuracy. In some cases, the automated categorization or collected data is not fully precise, which impacts reporting reliability and requires manual validation. Improving consistency and automation accuracy would increase trust in the analytics output.
Additionally, while customer support is responsive, more complex or technical issues can take longer to resolve. A more proactive and technically detailed support approach would enhance the overall experience.
Additionally, while customer support is responsive, more complex or technical issues can take longer to resolve. A more proactive and technically detailed support approach would enhance the overall experience.
What problems is the product solving and how is that benefiting you?
EdgeTier solves the challenge of manually reviewing and organizing high volumes of customer interactions. It helps us identify key conversations faster, detect trends, and focus on high-impact cases.
Also time efficiency. EdgeTier allows us to quickly identify key interactions, recurring issues, and important customer signals without manually reviewing large volumes of conversations.
Implementation was smooth overall and integration into existing workflows works well , even though some adjustments were needed. We use the platform regularly (Frequency of Use 9/10). especially for monitoring performance and detecting patterns that support data-driven decision-making.
This leads to improved response times, better quality monitoring, and more strategic operational decisions. By centralizing data and offering structured insights, it allows us to work more efficiently and prioritize what truly matters in customer experience management.
Also time efficiency. EdgeTier allows us to quickly identify key interactions, recurring issues, and important customer signals without manually reviewing large volumes of conversations.
Implementation was smooth overall and integration into existing workflows works well , even though some adjustments were needed. We use the platform regularly (Frequency of Use 9/10). especially for monitoring performance and detecting patterns that support data-driven decision-making.
This leads to improved response times, better quality monitoring, and more strategic operational decisions. By centralizing data and offering structured insights, it allows us to work more efficiently and prioritize what truly matters in customer experience management.
Athina Z.
Powerful Real-Time Insights and AI Sentiment Analysis for Better Customer Experience
Reviewed on Feb 24, 2026
Review provided by G2
What do you like best about the product?
Real-time insights across all customer interactions, adding "calls" makes the platform even more powerful. The AI powered analysis also highlights sentiment and recurring problems, making it easier to identify gaps and improve the overall customer experience.
What do you dislike about the product?
While the team is always open to discussion and genuinely listens to our concerns and business needs, customization is somewhat limited to very specific or advanced use cases, often requiring the involvement of the Edgetier team to set up custom workflows or reports.
What problems is the product solving and how is that benefiting you?
EdgeTier helps us tackle one of the biggest challenges in Customer Service and Contact Centers: understanding and acting on customer interactions quickly and effectively.
By analyzing interactions in real time, it surfaces trends, sentiment and recurring issues that would be difficult to spot manually.
This makes it easier for us to identify gaps, coach our team more efficiently, and continuously improve the overall customer experience.
In short, it turns complex data into actionable insights and helps us make faster, more informed decisions.
By analyzing interactions in real time, it surfaces trends, sentiment and recurring issues that would be difficult to spot manually.
This makes it easier for us to identify gaps, coach our team more efficiently, and continuously improve the overall customer experience.
In short, it turns complex data into actionable insights and helps us make faster, more informed decisions.