--- description: Review of EdgeTier Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: EdgeTier | Reviews, Pricing & Demos - SoftwareAdvice GB --- Breadcrumb: [Home](/) > [Contact Centre Software](/directory/4389/contact-center/software) > [EdgeTier](/software/450301/Arthur) # EdgeTier Canonical: https://www.softwareadvice.co.uk/software/450301/Arthur Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.co.uk/software/450301/Arthur?page=2) > EdgeTier is an AI-powered contact center analytics software designed to analyze customer conversations in real time. It helps organizations identify and address issues before they escalate. The platform is used in industries such as retail, travel, iGaming, fintech, insurance, and utilities. Teams in areas such as customer experience, operations, product development, compliance, and quality assurance use the software to turn interaction data into actionable insights that support improvements in customer satisfaction and operational efficiency. The software includes three main modules that provide contact center intelligence. Explore acts as a centralized hub for customer support data, automatically tagging contact reasons, analyzing sentiment, and identifying voice-of-customer insights across various channels and languages. Sonar offers real-time anomaly detection with instant notifications, monitoring interactions continuously to detect emerging issues and measure their impact. Coach supports quality assurance by reviewing agent interactions against custom scorecards, highlighting coaching opportunities and performance patterns. The platform also includes Ask Spotlight, an AI interface that allows users to query contact history conversationally and receive root cause analysis without requiring technical expertise. EdgeTier processes conversations in multiple languages through automatic detection. It is ISO 27001 certified and GDPR compliant, with customer data encrypted during transmission and storage. Organizations can select EU or US data centers to meet regulatory needs. The software analyzes complete interaction volumes to provide detailed insights into customer issues, agent performance, and operational trends. > > Verdict: Rated **4.9/5** by 15 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.9/5** | 15 Reviews | | Ease of Use | 4.9/5 | Based on overall reviews | | Customer Support | 4.9/5 | Based on overall reviews | | Value for Money | 4.7/5 | Based on overall reviews | | Features | 4.9/5 | Based on overall reviews | | Recommendation percentage | 100% | (10/10 Likelihood to recommend) | ## About the vendor - **Company**: EdgeTier - **Founded**: 2015 ## Commercial Context - **Pricing model**: Per User - **Target Audience**: 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: Arabic, Basque, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese - **Available Countries**: American Samoa, Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Bahamas, Barbados, Belize, Bermuda, Bolivia, Bosnia & Herzegovina, Brazil, British Virgin Islands, Brunei, Burkina Faso, Canada, Cape Verde, Cayman Islands, Central African Republic and 80 more ## Features - AI Copilot - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Agent Interface - Alerts/Escalation - Alerts/Notifications - Automated Routing - Autoresponders - Business Process Automation - CRM - Call Monitoring - Canned Responses - Chat/Messaging - Chatbot - Collaboration Tools - Computer Telephony Integration - Contact Management ## Integrations (24 total) - Aircall - CxEngage - Delighted - Dynamics 365 - Five9 - Freshdesk - Freshdesk Omni - Front - GENESYS - Genesys - Genesys Cloud CX - Gladly - Intercom - Kustomer - Live Chat Software ... and 9 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Phone Support ## Category - [Contact Centre Software](https://www.softwareadvice.co.uk/directory/4389/contact-center/software) ## Related Categories - [Contact Centre Software](https://www.softwareadvice.co.uk/directory/4389/contact-center/software) - [Live Chat Software](https://www.softwareadvice.co.uk/directory/4569/live-chat/software) - [RPA Software](https://www.softwareadvice.co.uk/directory/4341/robotic-process-automation/software) - [Customer Service Software](https://www.softwareadvice.co.uk/directory/255/customer-service/software) - [Chatbot Software](https://www.softwareadvice.co.uk/directory/3923/chatbot/software) ## Reviews ### "Improve the way you communicate with your customers" — 5.0/5 > **Jaime** | *27 May 2020* | Consumer Services | Recommendation rating: 10.0/10 > > **Pros**: Arthur has made it easier for agents and supervisors to be able to effectively communicate with customers, optimising time, resources and implementing AI solutions which make the experience seamless to both customers and agents. > > **Cons**: Difficult to find anything bad, communication with the team has always been great and they have always helped every time we found a roadblock. ----- ### "Great tool with an great future" — 5.0/5 > **Andrea** | *4 July 2024* | Gambling & Casinos | Recommendation rating: 10.0/10 > > **Pros**: User friendly, very easily set up. Harnessing the power of AI in a very useful way for an operation servicing multiple brands. Continued improvement of the product. > > **Cons**: Not able to access different instances for different brands to offer clients access to their chats in a very neat and organised way. > > Whilst the tool is great to use, the support from the company and developers is top notch. ----- ### "Arthur for reporting and WFM" — 4.0/5 > **Carmen** | *27 May 2020* | Leisure, Travel & Tourism | Recommendation rating: 8.0/10 > > **Pros**: It's very easy to use , the information displayed in the home page is very clear and allows us to check the performance of our agents in a very explicit way. > > **Cons**: Sometimes it crashes a bit and it goes offline for few minutes. ----- ### "Great addition to have to further enhance your Customer Support\!" — 5.0/5 > **Mabrouka** | *3 July 2024* | Gambling & Casinos | Recommendation rating: 8.0/10 > > **Pros**: Love how it is very user-friendly and easy to get used to. It's helps to conduct better reviews for your customer support team in order to further develop the team and the customer experience. Love how EdgeTier are open for suggestions to add new features and further develop the tool. > > **Cons**: Overall, I don't see any disadvantage of using this tool, as it is simply a great tool to have. > > It helps with making our work more time efficient and less time-consuming. It's easier to find what you are looking for in chats and to give feedback to the team. The team at EdgeTier are also super friendly and always open to new ideas to add to the tool. ----- ### "Amazing Piece Of Technology" — 5.0/5 > **Tara** | *26 May 2020* | Translation & Localization | Recommendation rating: 10.0/10 > > **Pros**: Chat and Email functionality is second to none. The features that Edgetier have created for us i.e. Translations has transformed the way our contact centre works. The ease of adding new functionality to Arthur is done with ease and precision. The routing requirements we have are complex but Edgetier managed to work with us and give us exactly what we needed ensuring that we are meeting or exceeding out KPI's. Integration to Salesforce was pivotal as we want to equip our advisors with as much information as possible on all customers contacts so having this linked has made things so much easier to report on all aspects of our business. Reporting is very simple from a daily dump to wallboard's, access to their database we have all we need and more. We are a very innovative company so we are always coming up with new and grand ideas and Edgetier are more than happy to help us realise them > > **Cons**: I don't have any cons relating to Arthur ----- Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.co.uk/software/450301/Arthur?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/450301/Arthur) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data