--- title: "EdgeTier Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about EdgeTier Software - reviews, pricing plans, popular comparisons to other Customer Communications Management products and more." source_url: "https://www.capterra.com/p/200214/EdgeTier/" page_type: "product" language: "en" --- # EdgeTier Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 5, 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)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[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, 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: - Real-time integrations with every customer contact centre system - Proactive AI alerting with real time detection - Automated Agent QA performance reports and analysis - Automatic tagging of customer messages and surveys - Real-time alerts for critical customer interactions - Sentiment analysis and emotion detection of all interactions - Real-time reporting and KPI analysis ## What is EdgeTier used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Live Chat](https://www.capterra.com/live-chat-software/)[Robotic Process Automation](https://www.capterra.com/robotic-process-automation-software/) Top alternative Featured Overall rating Based on 15 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for EdgeTier?[Manage this product listing](https://www.g2.com/products/edge-tier-edgetier/claim_requests/new?auto=true) ## 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. [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting Price Contact vendor Starting Price $15 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.9 (15) Ease Of Use 4.6 (731) Value For Money 4.7 (14) Value For Money 4.6 (515) Customer Service 4.9 (14) Customer Service 4.7 (586) ## EdgeTier alternatives [4.1 (225)](https://www.capterra.com/p/157853/JustCall/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 80% of reviewers rated it above 4 stars [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) [4.5 (734)](https://www.capterra.com/p/132852/Talkdesk/reviews/) Starting price $85.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/132852/Talkdesk/) [Inxide](https://www.capterra.com/p/237162/INX-app/) [4.6 (10)](https://www.capterra.com/p/237162/INX-app/reviews/) Starting price $0.80 Per User, Per Month Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/237162/INX-app/) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) [4.3 (269)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Starting price $75.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 87% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/179417/Genesys-Cloud/) ## FAQs about EdgeTier Overview ### Which roles and teams benefit most from EdgeTier? EdgeTier is most used by customer support leaders, workforce management teams, and operations managers who need real-time visibility into service performance and staffing. Training, process, and systems specialists use it to improve workflows, while product, finance, and analytics roles rely on reporting insights to guide decisions and resource planning. Answer based on 15 reviews Overview ### What company size and specific industries is EdgeTier built for? EdgeTier is designed for mid-market and enterprise organisations that need to manage customer experience at scale. It suits customer service teams in any industry where real-time issue detection, proactive alerting, and automated agent QA reporting are important, especially contact-heavy businesses handling large volumes of support interactions. Features and Usability ### What are the key features of EdgeTier? EdgeTier offers AI Copilot, AI/Machine Learning, and Natural Language Processing for conversation analysis, plus chatbot, live chat, and multi-channel communication. Core operations include automated routing, support ticket management, knowledge base management, alerts/notifications, and real-time analytics, with API access, role-based permissions, and third-party integrations. Integrations ### Which third-party tools and platforms does EdgeTier integrate with? EdgeTier connects natively to more than 20 integrations across contact center, CRM, and support platforms, including Aircall, Five9, Genesys Cloud CX, NiCE CXone, Freshdesk, Freshdesk Omni, Front, Intercom, Kustomer, and Microsoft Exchange. It also supports Dynamics 365, Gladly, LiveAgent, Delighted, and Qualtrics LTI. Getting Started and Support ### What training and onboarding options does EdgeTier offer? EdgeTier provides in person training, live online sessions, webinars, documentation, and videos. In person and live online formats support guided instruction, webinars cover scheduled group learning, documentation offers written reference material, and videos provide on-demand visual guidance for setup and feature review. Getting Started and Support ### What customer support options does EdgeTier offer? EdgeTier provides Email/Help Desk, FAQ/Forum, and Phone Support. Support is presented through multiple direct and self-service channels, giving users ways to submit questions, search common answers, or speak by phone. No reviewer feedback on support quality is available here, so user experience details cannot be assessed. ## Features AI summary Based on 6,967 Customer Communications Management reviews Capterra data shows that buyers of live chat software rank the following features as their top priorities: - **Chat/Messaging** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**51%**) - **Multi-Channel Communication** (**44%**) EdgeTier supports all three of the features reviewers rate most important: **Chat/Messaging**, **Real-Time Notifications**, and **Multi-Channel Communication**. Together, these capabilities help businesses manage conversations as they happen, respond quickly across channels, and maintain consistent customer communication, allowing teams to improve service speed and handle inquiries more efficiently. 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 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 Activity Tracking 4.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Track and document all activities across devices, networks, and other systems EdgeTier 163 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Adaptive Learning: Intuitive interface and user-friendly design which seamlessly integrate with existing workflows - Agent Interface: Agents can view and manage all customer requests and interactions. - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - AI Text Generation: Allows users to generate text based on a text prompt. - AI Text Summarization: Condenses long documents or text into a brief summary. - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Annotations: Highlight content and/or make notations about parts of content - API: Application programming interface that allows for integration with other systems/databases - Auto-Dialer: System that automatically dials calls - Automated Responses: Automatic reply functionality for incoming messages - Automatic Call Distribution: Distribute/route/connect calls - Automatic Transcription: Use AI to convert voice into text automatically - Automation: Automates manual tasks such as visitor arrival and departure notifications, guest badge printing and contact information autofilling. - Autonomous Task Execution: Completes tasks independently without constant human intervention - Autoresponders: Create and automatically send premade copy in response to customer messages - Batch Communications: Send messages, notifications, or documents to an entire customer base at the same time - Calibration: Offers features for maintaining fair and consistent scoring - Call Analysis: Analyzes or facilitates the analysis of recorded and stored sales calls for insight - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transfer: Transfers live calls to other agents - Callback Scheduling: Schedules callback times - Caller ID: Identify the number and contact information of a caller before answering the phone - Categorization/Grouping: Organize and group data or items based on various criteria - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Communications Strategy Development: Allows planning and deployment of an overall communications strategy. - Compliance: Implements policies and controls to help the organization meet various compliance certifications and standards, such as SOC 1, SOC 2, SSAE 18, ISO 27001, HIPAA and PCI DSS. - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Compliance Tracking: Track and report regulatory data to either internal management or external stakeholders - Compositionality: User created models can be used as features/pre-built in other models - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Management: Manage, organize, and store contact information - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Create Content: Includes or integrates with content creation apps. - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Cross-system Integration: Works across multiple software systems or databases - Custom Extension: Allow user to add custom functions to Analysis capabilities - Custom Reports and Dashboards: Allows users to easily build customized reports and dashboards. - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Journey Mapping: Visualize and analyze customer experience across all touchpoints and channels - Customer Scoring: Leverages technology to rate or "read" recordings to determine the impact of sales calls - Customer Service Channels: Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat - Customer Surveys: Tool to send questionnaires to customers to gauge feedback - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboards: An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization's Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance. - Data Coding: Processing and organizing collected information to a set of meaningful and cohesive categories for further analysis - Data Collection: Process of gathering, measuring, and analyzing accurate data - Data Import/Export: Import and export data to and from software applications - Data Storage Management: Manage and store data in a database - Decision Making: Makes informed choices based on available data and objectives - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Email Management: Manage, store and organize emails within the system or via third-party apps - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - Employee Reward Programs: Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs - Evaluation: Provide criteria to evaluate carriers such as on-time delivery or quality of service. - Feedback: Provides thorough, actionable feedback regarding security vulnerabilities, or allows collaborators to do the same. - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - For Contact Centers: Designed for contact centers. - Forecasting: Form predictions based on past and present data/trends - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Inbound Identification: Inbound contacts are identified and handled based on history. - Inbox Management: Organize, prioritize, and manage incoming communications - Integration: Integrate with a variety of data sources, such as guest wifi, customer data platforms, visitor counters, POS systems, and third-party data sources. - Intent Recognition: Helps understand a user's intentions/actions - Interaction Tracking: Track interaction history by documenting conversations for contacts - Interactive Content: Allow the audience to interact or engage with the content - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Keyphrase Extraction: Extracts keyphrases to determine patterns and themes within text. - Keyword Filtering: Monitor and collect information from social media based on specific keywords - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - KPI Monitoring: Tracking the status of previously identified performance measurements - Language Identification: Identifies the language in which text was written in. - Lead Qualification: Score a lead on their quality or likelihood to buy based on certain behaviors - Leaderboards: Boards that use custom metrics to show how leading performers compare to other individuals/teams - Machine Learning: Enable businesses to implement machine learning algorithms on business data such as sales and revenue - Maintenance: Track maintenance operations for the products sold, such as calibration or preventive maintenance - Mixed Methods Research: Combining elements of both quantitative and qualitative data to conduct research - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Coverage: Software incorporates multiple digital communications channels. - Multi-Language: Manage and support multiple languages - Multi-step Planning: Ability to break down and plan multi-step processes - Multimedia Support: Supports various file formats - Multiple Data Sources: Allows users to manage data from a number of sources - Multiple Scoring Models: Create multiple models or equations for generating scores - Named Entity Recognition: Gives user the ability to extract entities from text (such as locations and names). - Natural Language Interaction: Allows users to give natural-language instructions for browser-based tasks. - Natural Language Processing: Process and analyze human language in text or audio form - No-Code: Drag and drop/visual interfaces that allow non-tech users to build without writing code - Notes Management: Allow users to create, edit, and sort multiple notes - NPS/CSAT Scoring: Measures and reports on NPS, CSAT, or other metrics over time - On-Demand Communications: Generate personalized communications upon request to meet customer needs - Online Reviews: Analyzes feedback from online reviews - Open Listening: Allows incorporation of inbound contacts from non-marketing channels. - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Personalization: Adjust communications based on previous interactions or personal preferences - Physical Media: Includes physical media (mail, flyers, billboards, etc.) in the channels mix. - Playbooks: Tactical guides providing information and instructions for teams to navigate through tasks and processes - Pre-Built Parameterization: Allow capabilities to be customized (key-phrase, topics, sentiment, named entity) by adding keywords or exceptions. - Predictive Analytics: Predict future data based on historical data sets - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Prioritization: Arrange tasks based on the level of priority or urgency - Proactive Assistance: Uses webpage, tab, browsing session, or selected text context to generate responses and suggestions - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Updates: Receive system updates as soon as any changes are made - Recommendations: Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Reports: Delivers insights into charger performance, energy consumption, revenue, and usage trends to optimize operations and maximize utilization. - Retention Tracking: Measures the retention rate and satisfaction of customers. - Rules-Based Workflow: Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work - Screen Recording: Record and save a video file of what is happening on a computer screen - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Security: Ensures that the application itself is protected and assures data interacting with third-party plugins or integrations do not allow for unapproved access or privilege escalation. - Segmentation: Group leads or contacts based on their specific characteristics - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Single Sign On: Allow users to access multiple services after entering their login credentials once - SMS Messaging: Send messages via SMS - Social Media: Integrates with social media platforms to collect customer posts that mention or display a particular brand - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Speech-to-Text: Transcribes sales calls from speech to text - Statistical Analysis: Apply statistical/mathematical models to sets of data - Surveys: Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Syntax/Part of Speech Parsing: Provides the ability to identify syntax and parts of speech. - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Template Management: Create, save, and re-purpose templates for emails, forms, etc. - Text Analysis: Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc - Text Mining: Transforming unstructured text into a structured format to identify meaningful patterns and new insights - Thematic Analysis: Identifies key phrases, themes, and patterns within a given text - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Topic Analysis: Automatically identifies and organizes text based on topic or subject matter. - Training: Provided training to users/administrators to ensure ongoing success after consultanting engagement was complete - Trend Analysis: Review data from past periods to reveal recurring tendencies and predict future performance - Trend/Problem Indicators: Visually identify direction of development and areas that require attention - User Research Analysis: Analyze and gain insights into user experience - Video Conferencing: Connect with meeting participants remotely over video - Video Support: Supports various video file formats - Visual Analytics: Interact with data visualization elements, such as charts and graphs, to drill down into data - Voice Mail: Computer-based system that allows users to send and receive voice messages - Voice Recognition: Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking - Website Analytics: Track and analyze information regarding website visitors - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice 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 Free trial not available Value for money 4.7 (14) 4.7 Based on 14 reviews ## Integrations [ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[ LiveChat](https://www.capterra.com/p/62194/LiveChat/)[ Ringover](https://www.capterra.com/p/169627/RingOver/)[ NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[ Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/)[ Five9](https://www.capterra.com/p/132405/Five9/)[ PostgreSQL](https://www.capterra.com/p/48791/PostgreSQL/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## 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 Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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 Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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 Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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 Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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 Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. 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 Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. 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 Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. 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 Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. 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 Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. [View all Reviews](https://www.capterra.com/p/200214/EdgeTier/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.