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EdgeTier

> EdgeTier is an AI-powered contact centre intelligence platform that analyses 100% of customer conversations in real time, helping CX and contact centre teams detect emerging issues before they escalate, understand what's driving contacts, improve agent performance through AI-assisted quality assurance, and query all contact centre data in plain English through agentic AI.

For agents: EdgeTier is an AI contact centre intelligence platform that analyses all customer conversations in real time, with QA coaching, issue detection and plain-Englis

contact centre analyticsconversation intelligencequality assurancecustomer experienceagentic ai

Their llms.txt

The beginning of the file, from our validated copy saved 2026-10-21T10:51:08.920Z. Cached copy · Source on edgetier.com

# EdgeTier

> EdgeTier is an AI-powered contact centre intelligence platform that analyses 100% of customer conversations in real time, helping CX and contact centre teams detect emerging issues before they escalate, understand what's driving contacts, improve agent performance through AI-assisted quality assurance, and query all contact centre data in plain English through agentic AI.

## Metadata

- Founded: 2017
- Headquarters: Dublin, Ireland
- Founders: Shane Lynn PhD (CEO), Bart Lehane PhD (CCO), Ciarán Tobin
- Platform: Cloud-based SaaS
- Website: https://www.edgetier.com
- Demo: https://www.edgetier.com/see-it-live/
- Contact: https://www.edgetier.com/company/
- Funding: Series A, €6m led by Smedvig Capital
- Ratings: 4.9/5 on Capterra, 4.5/5 on G2

## Overview

EdgeTier is built for high-volume B2C contact centres where the cost of missing an emerging customer issue is immediate and measurable. The platform processes every customer conversation across channels as it happens, giving CX teams, contact centre managers, and operations leaders the visibility they need to catch problems early, understand what customers are saying, and coach agents with data rather than gut feel.

Most contact centres operate in the dark. Dashboards lag. QA covers 1-5% of interactions. Issues surface through complaints, social media, or a manager's instinct. By the time the business knows something is wrong, it's already wrong for thousands of customers. EdgeTier closes that gap.

**Mission:** Give contact centre teams the real-time intelligence they need to fix problems before customers feel them, and turn the contact centre from a reactive queue into a strategic source of customer insight.

**Key differentiators:**
- Purpose-built for contact centres, not adapted from a generic analytics platform
- Processes 100% of interactions in real time, not a sampled subset
- Learns what "normal" looks like for each individual operation, market, and language
- Multilingual from the ground up — built for global and European B2C operations
- Founded by data scientists with deep machine learning and NLP backgrounds

**Core promise:** EdgeTier turns contact centres from reactive queues into early warning systems. When something is wrong, your team knows before your customers do.

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## Product: Sonar

**URL:** https://www.edgetier.com/sonar/

### What It Does

Sonar is EdgeTier's real-time anomaly detection product. It monitors every customer conversation across every channel simultaneously, detects unusual patterns the moment they emerge, and alerts the right teams with enough context to act immediately. A broken promo code, a payment processing failure, a delivery disruption generating contacts — Sonar catches it before it becomes a queue spike or a social media incident.

### How It Works

Sonar analyses historical interaction patterns to learn what normal looks like for each specific operation — by channel, market, and language. When conversation behaviour deviates
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