EdgeTier

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.

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.

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.

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.

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.

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.

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.

What do you like best about the product?

At its best it offers a wide range of Data and it gives great overview of Guest interactions with our Agents. It offers insights to topics discussed and provides trends in the data provided. It has been an important support in our daily tasks in this position when monitoring Guest interactions with our Agents, evaluating and analysing them. I do like the feature it has, to provide transcripts of the Guest incoming calls, but the accuracy of these could be improved. In certain languages it fails to translate accordingly and this can create confusion and incorrect evaluations, that affect the Agent performance and bonuses.

What do you dislike about the product?

It used to be extremely slow. It does not always, consistently, provide results of some conversations that have happened between the Guest and our Agent. These conversations are visible in another system we use to chat with our Guests, and they should be in sync with WT, but this is not always the Case.

What problems is the product solving and how is that benefiting you?

It is supporting me in my daily tasks, when I am monitoring quality of our Customer service Agents and their and AI interactions with our Guests. It supports, when in need of deep dive analysis or a quicker overview of performance.

What do you like best about the product?

The data structure has some useful filters for finding specific information. This helps in everyday life.

What do you dislike about the product?

Reasonable graphics, no chance to change these views for quick readings or quick reports

What problems is the product solving and how is that benefiting you?

Search for good phrases and triggers for chats. This results in good snippets for detailed analysis.

What do you like best about the product?

I like the dynamic and easy-to-understand interface of EdgeTier. Additionally, the connection with Slack's workflow makes work more efficient. EdgeTier identifies the scheduled triggers and sends the identified cases to Slack, which requires immediate action from a person to handle the case.

What do you dislike about the product?

A lot of occurrences of duplicate alerts or lack of context analysis. The initial setup was considerably difficult, the need for small accesses for each change or requirement makes the task complicated.

What problems is the product solving and how is that benefiting you?

EdgeTier resolves the delay in immediate action for critical cases, allows for mass case analysis, and uses AI to detect behavior patterns.

What do you like best about the product?

I like that we can search for specific phrases or words to find interactions with them.

What do you dislike about the product?

The option when downloading data, I think that it would help if it included the feedback the client leaves about the contact

What problems is the product solving and how is that benefiting you?

To localize more quick interactions that could cause pain to our customers.

What do you like best about the product?

I really like the vision that EdgeTier offers. The most valuable features for me are the creation of triggers and the ability to identify patterns. The tool's visualization makes it easy to see trends, recurring offenses, and opportunities for continuous improvement. I also found the initial setup quite easy.

What do you dislike about the product?

I think the way we can use it and what it does, like the training for the tool

What problems is the product solving and how is that benefiting you?

I use EdgeTier to define triggers and service patterns, helping in the identification of errors and trends. The visualization makes it easier to see opportunities for continuous improvement and identify recurring offenders, which is very valuable for quality.