# EdgeTier Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is EdgeTier the right Live Chat solution for you? Explore 15 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/200214/Arthur/reviews --- EdgeTier 4.9 (15) [View alternatives](https://www.capterra.com/p/200214/Arthur/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of EdgeTier Ease of use 4.9 Customer Service 4.9 ## Showing most helpful reviews Showing 1-15 of 15 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jaime M. Scheduling Executive Consumer Services Used the software for: 2+ years ### "Improve the way you communicate with your customers" May 27, 2020 5.0 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. Review Source AG Andrea G. Head of Customer Support Gambling & Casinos Used the software for: 1-2 years ### "Great tool with an great future" July 4, 2024 5.0 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. Reason for choosing EdgeTier The interface and easy set up along with the price were the selling points. Review Source Response from EdgeTier 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. Carmen S. WFM Administrator Leisure, Travel & Tourism Used the software for: 1-2 years ### "Arthur for reporting and WFM" May 27, 2020 4.0 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. Review Source ME Mabrouka E. Customer Support and KYC Team Leader Gambling & Casinos Used the software for: 2+ years ### "Great addition to have to further enhance your Customer Support! " July 3, 2024 5.0 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 Response from EdgeTier 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. AG Abraham G. Knowledge and Process manager Consumer Electronics Used the software for: 6-12 months ### "Really Helpful Tool" July 24, 2024 5.0 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 Response from EdgeTier 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 Used the software for: 6-12 months ### "Very useful software to understand customer behaviour" July 22, 2024 5.0 Pros Analytics over the customer issues per product. Cons Custom reports could be accessed easier. Review Source Response from EdgeTier 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 Used the software for: 2+ years ### "Amazing cutting edge tools" July 4, 2024 5.0 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 Response from EdgeTier 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! TC Tara C. Systems Specialist Translation and Localization Used the software for: 2+ years ### "Amazing Piece Of Technology" May 26, 2020 5.0 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 Reason for choosing EdgeTier For the technology offering. No request is too big or small. The owners and their team are extremely helpful and a great selling point, if you want a great chat and email solution but also want owners and their team that are personable and are top of their game then go no further than Edgetier Review Source Polly W. Product Manager Leisure, Travel & Tourism Used the software for: 6-12 months ### "Empowering our customers and team" March 17, 2021 5.0 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 ES Erik S. Reporting Analyst Information Technology and Services Used the software for: 6-12 months ### "The perfect solution for any small, medium or large call centre" May 27, 2020 5.0 Pros We have always struggled to get clear data from other systems where if two people were to pull the same data it would never add up to the same number. Arthur does an amazing job with accuracy of data and for the position I am in it is vital that our data is 100% accurate 7 days a week. I also love the anomaly feature in Arthur. This is where if we see a sudden spike or decrease in the volume that we have been expecting Arthur will tell us what a lot of customers are saying and tell us key words like "Malaga", "flights cancelled", "strike". From here we would know that there was a strike at Malaga airport which have affected a lot of flights and we can take the right caution and pre-pare ourselves for these contacts ahead of time. Cons Everything is so smooth from the software to dealing with all the guys and girls working at Edgetier. If there was ever an issue they would get back straight away with a solution. No cons at all. Review Source CD Cian D. CCE Training Executive E-Learning Used the software for: 2+ years ### "Game Changer" June 15, 2020 5.0 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 NR Nuria R. Operations Manager Financial Services Used the software for: 6-12 months ### "User friendly system with high technology behind" September 28, 2021 5.0 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 CB Caroline B. Senior Director, Global Customer Operations Financial Services Used the software for: 1-2 years ### "A choice well made..." March 12, 2021 5.0 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 LS Luke S. Commercial Finance Business Partner Leisure, Travel & Tourism Used the software for: 6-12 months ### "Data, data everywhere" March 17, 2021 5.0 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. Review Source DF Des F. WFM Manager Computer Software Used the software for: 6-12 months ### "Arthur is amazing!" May 27, 2020 5.0 Since it has been introduced we have seen a transformation of our contact centre away from traditional calls and more and more into the live chat experience, we can service customers from many more countries speaking many more languages. Pros I love the technology that allows interactions to be translated in real time and to the highest standard of understanding for both the customer and the customer service rep Cons I can't think of anything within Arthur that I don't like Review Source Similar Products Featured