# EdgeTier Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about EdgeTier Software - reviews, pricing plans, popular comparisons to other Live Chat products and more.

Source: https://www.capterra.com/p/200214/Arthur

---

# 

 EdgeTier Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews)

EdgeTier

## What is EdgeTier?

The EdgeTier Conversational Intelligence and Support Platform helps Customer Support teams uncover the missed insights in their support and survey messages, react faster to emerging customer issues, respond quicker to customers and have the data they need at their fingertips to make decisions, positioning the contact centre as a strategic hub of insights for the entire company. Global Brands like Abercrombie & Fitch, CarTrawler, TUI Travel, and Ryanair use EdgeTier to process millions of customer messages, boost NPS, CSAT and first contact resolution scores, as well as improve overall efficiency. Key functionality: - Proactive AI alerting with real time detection of unforeseen customer issues - Automatic tagging of customer messages and surveys - Sentiment analysis of all your customer and agent interactions - Agent performance reports and analysis - Real-time reporting and KPI analysis - AI assisted chat and email handling

## What is EdgeTier used for?

[Customer Service](https://www.capterra.com/customer-service-software/)[Live Chat](https://www.capterra.com/live-chat-software/)[Contact Center](https://www.capterra.com/contact-center-software/)

Top alternative

Featured

Overall rating

Based on 15 user reviews

Reviews sentiment

Positive

\-

Neutral

\-

Negative

\-

Contact vendor  
for pricing

Free trial  
not available

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## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### EdgeTier

4.9 (15)

VS.

[4.4 (18,765)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Starting Price

Contact vendor

Starting Price

$25

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.9 (15)

Ease Of Use

4.0 (18,100)

Value For Money

4.7 (14)

Value For Money

4.0 (12,789)

Customer Service

4.9 (14)

Customer Service

4.1 (14,021)

## EdgeTier alternatives

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

Highest Rated

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting price

$15.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

97%

of reviewers

rated it above 4 stars

[4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Starting price

$25.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

95%

of reviewers

rated it above 4 stars

[4.5 (3,407)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

[View all alternatives](https://www.capterra.com/p/200214/Arthur/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Dashboard

4.0 (4)

25.00% of 4 reviewers that rated this feature as important or highly important

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Real-Time Notifications

4.8 (4)

25.00% of 4 reviewers that rated this feature as important or highly important

Notifications that are delivered to users as soon as an event occurs

Reporting/Analytics

4.5 (4)

50.00% of 4 reviewers that rated this feature as important or highly important

View and track pertinent metrics to find patterns and gain insights from data

Contact Management

5.0 (3)

33.33% of 3 reviewers that rated this feature as important or highly important

Manage, organize, and store contact information

Customer Database

4.5 (2)

50.00% of 2 reviewers that rated this feature as important or highly important

A collection of customer information such as contact details, demographics, previous interactions, etc.

Email Management

4.0 (2)

0.00% of 2 reviewers that rated this feature as important or highly important

Manage, store and organize emails within the system or via third-party apps

EdgeTier 71 features

Define levels of authorization for access to specific files or systems

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

Track and document all activities across devices, networks, and other systems

Agents can view and manage all customer requests and interactions.

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

Software program that continuously adjusts its behavior based on observed data

System alerts about the need to escalate an issue or request

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

Application programming interface that allows for integration with other systems/databases

Tickets are automatically assigned to specific agents based on predefined rules

Create and automatically send premade copy in response to customer messages

Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes

Listen to live phone conversations for the purpose of training and assessing agent performance

Shortcuts for inputting frequently used messages

Communicate using direct chat or messages within the system

AI-based platform which conducts a conversation via auditory or textual methods

Provides a channel for team members to share media files, communicate, and work together

Computer-telephony integration is the use of computers to manage telephone calls

Manage, organize, and store contact information

Interprets what a user is doing based on context and helps guide them through the process.

Recording, transcription, and analysis of sales calls for the purpose of training and generating insights

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

A collection of customer information such as contact details, demographics, previous interactions, etc.

Access previous interactions or concerns to maintain customer relationships

Add customized logos and colors to align with company branding

Alter the layout and content of reports

Assembly of graphs and charts for visualizing and tracking statistics/metrics

Automatically retrieve and pull information from documents, websites, images, data sets, and other sources

Import and export data to and from software applications

Manage, store and organize emails within the system or via third-party apps

Public or private sharing of digital files such as documents, audio/video, images, and more

Geographic location of visitors determines behavior of the software

Embed/link applications into third party software so it can be accessed within a third party system

Helps understand a user's intentions/actions

Track interaction history by documenting conversations for contacts

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

Ability to chat online in real time

Access software remotely via mobile devices

Observe and track the demand, usage, progress or quality of a system, product, or user

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Manage and support multiple languages

Process and analyze human language in text or audio form

Ability to interact with the application using human languages such as English

Organize and manage the accomplishments and development of employees or performance of applications or systems

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Existing bot models for AI-based tools commonly used for auditory and textual conversation methods

Predict future data based on historical data sets

Copy on the page or chat window encouraging the user to engage with the chat option

Focuses on improving processes by collecting data and spotting bottlenecks or other challenges.

Monitor wait time and abandonment for incoming requests that have not been routed

Analyze and gain insights into data in real-time

Engage in direct, instant messaging with consumers

Receive data and information in real time

Active monitoring of systems, applications, or networks

Notifications that are delivered to users as soon as an event occurs

Active reporting of data and metrics

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

View and track pertinent metrics to find patterns and gain insights from data

Set & manage permission levels based on user roles and restrict access to only authorized individuals

Search and filter data across systems to locate required information by entering keywords or certain criteria

Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

Train your system to interpret and transcribe voice messages

Allow customers/users to submit support queries and service requests

Gauge satisfaction and receive information for improvement and success

Set up connections to third-party platforms to improve business processes

View messages sent by both parties during the chat conversation

Transfer queries and organize messages between agents

Interact with data visualization elements, such as charts and graphs, to drill down into data

Create, design and manage workflows for repetitive tasks

A set of processes to optimize the productivity of its employees

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We can help you find the software with the features you need.

Features

4.9 (15)

4.9

Based on 15 reviews

## Pricing

Value for money

4.7 (14)

### Starting price

Contact vendor  
for pricing

Free trial  
not available

Value for money

4.7 (14)

4.7

Based on 14 reviews

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## Support, customer service and training options

Customer Service

4.9 (14)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.9 (14)

4.9

Based on 14 reviews

## User reviews

Overall rating

4.9

Based on 15 reviews

Filter by rating

5(14)

4(1)

3(0)

2(0)

1(0)

Mentioned topic

Sorted by most recent

AG

Abraham G.

Knowledge and Process manager

Consumer Electronics

### "Really Helpful Tool"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

July 24, 2024

Pros

Quick and direct support from the team. How good it is at real-time monitoring. The tailor-made dashboards.

Cons

Nothing really, but perhaps an improvement in how the data is transferred into Excel would be welcomed.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

Response from Vendor

August 7, 2024

Thank you for reviewing us, Abraham! We are happy to see you enjoy our rapid and straight-to-business approach. That's how we deliver great value in a short time! Your feedback on data extraction has been noted, and we are working on advanced filtering and customisation options to export data from WatchTower. Thank you for being a valuable partner, and please keep sharing feedback on where we can improve.

AM

Anastasios M.

Head of IoT

Consumer Electronics

### "Very useful software to understand customer behaviour"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

9/10

July 22, 2024

Pros

Analytics over the customer issues per product.

Cons

Custom reports could be accessed easier.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

Response from Vendor

August 7, 2024

Thank you, Anastasios, for your review! We appreciate your feedback and partnership with you and your team. Your use case of tracking each product's issues and performance has contributed to our roadmap and helped us leverage our technology to a whole new area. Our Custom Reports will undergo a complete redesign in 2025. We plan to make them more customised, accessible, insightful, independent, and valuable. A lot more to come!

AC

Andrea C.

Manager

Gambling & Casinos

### "Amazing cutting edge tools"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

July 4, 2024

Pros

Pushing the boundaries of great Customer Support, Data and Quality assurance, thinking a step ahead and working hand in hand with the growing AI technology.

Cons

Currently I do not have such opinion.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

Response from Vendor

August 7, 2024

Thank you for your feedback, Andrea! We are glad to see how you leverage our solution to provide exceptional service. Many more capabilities are coming to make sure we push the boundaries of Customer Support together!

AG

Andrea G.

Head of Customer Support

Gambling & Casinos

### "Great tool with an great future"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

July 4, 2024

Whilst the tool is great to use, the support from the company and developers is top notch.

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.

Reasons for choosing EdgeTier

The interface and easy set up along with the price were the selling points.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

Response from Vendor

August 6, 2024

Thank you, Andrea, for the valuable feedback and your partnership with us. We have many more AI features coming! Fortunately, what was listed as a 'Con' is now a feature in the system. We hear and appreciate your feedback and suggestions; they are an integral part in what is driving our roadmap.

ME

Mabrouka E.

Customer Support and KYC Team Leader

Gambling & Casinos

### "Great addition to have to further enhance your Customer Support! "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

July 3, 2024

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.

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.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

Response from Vendor

August 6, 2024

Thank you, Mabrouka, for your and your team's partnership with us. It is great to see how you enjoy and leveraging WatchTower! We value your contributions and ideas for improvement, and we are constantly seeking ways to provide easy and valuable features.

NR

Nuria R.

Operations Manager

Financial Services

### "User friendly system with high technology behind"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

September 28, 2021

Edgetier delivers a very good solution for managing customers through different channels, all in the same place. Sometimes less is more and in this case simple is more, a user friendly system with high technology behind to support Multilanguage. Arthur and Eva are a pair matched in heaven.

Pros

Change is not always easy but Edgetier system is so easy to use that even the most reluctant person got onboard with it. Training was a breeze and the Edgetier team is always on hand to support our numerous needs for changes. The routing by skills feature is excellent and reporting is available as much or as little as you want.

Cons

No Cons, the team is great and always available to help.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

LS

Luke S.

Commercial Finance Business Partner

Leisure, Travel & Tourism

### "Data, data everywhere"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

March 17, 2021

It has been incredibly impressive how the team at Edgetier have reacted to the integration with our many systems and areas around the business (sometimes complex integration). They have been great thought sharing partners, always ready with a suggestion or there to bounce an idea off.

Pros

The levels of data visibility from Edgetier and the Arthur system have been and are fantastic. This is allowing us to understand our customers better, as well as understand our own team’s performance in much more detail. This is leading to fast handling times on all contact (chat and email) and improved NPS scores from our customers.

Cons

Nothing comes to mind.

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

Polly W.

Product Manager

Leisure, Travel & Tourism

### "Empowering our customers and team"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

March 17, 2021

Pros

Immediate impact for agents and customers. Implementation has significantly reduced handling times and provided our agents with rich functionality to aid in supporting all customer needs efficiently and effectively. The integration across our systems has been complex but EdgeTier have been open and reactive to all of our (many) requests and working with them has been a joy. Collaborating with EdgeTier has felt easy as if they are an extension of our team.

Cons

None other than a slight disappointment to find out ‘Arthur’ wasn’t an acronym or had a complex back story but was chosen as a friendly name. Friendly is everything in the customer space so fine by us!

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

CB

Caroline B.

Senior Director, Global Customer Operations

Financial Services

### "A choice well made..."

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

March 12, 2021

Pros

We were looking for a cost effective way to reduce our reliance on hiring multi lingual agents while still being agile enough to support more markets and EdgeTier gave us the platform to do that. Using both Chat and Email, Arthur by EdgeTier has enabled us to not only respond quicker and more accurately to our customers but also in many languages using their translation tool. Its easy to navigate from an agent perspective and provides better insights into customer support demands through the use of Al and ML. The EdgeTier Team are great to work with and we look forward to our continued partnership in improving customer care while continuously optimizing operating costs.

Cons

none at present

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

CD

Cian D.

CCE Training Executive

E-Learning

### "Game Changer"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

June 15, 2020

It has been a pleasure to work with the Edgetier team, incredibly creative and responsive to suggestions, they are problem solvers and I couldn't recommend this product enough.

Pros

I love the suggested templates for chat communication that provide agents with relevant responses to customer queries. It's also beautifully laid out and easy to use. It has made my job as a trainer much easier as I am now able to slowly ramp up new hires work flow and contact types as they develop new skills

Cons

Arthur is always evolving so right now I have no negative comments about the product

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/200214/Arthur/reviews/)

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