Tethr - Detailed Review
Sales Tools
Tethr - Product Overview
Introduction to Tethr
Tethr is an AI-driven conversation intelligence platform that helps businesses improve their customer service, customer experience, sales, and contact center operations. Here’s a breakdown of its primary function, target audience, and key features:
Primary Function
Tethr’s main function is to analyze customer interactions across various channels, including phone calls, emails, and chat sessions. It uses AI, speech analytics, and machine learning to provide insights into these conversations, helping businesses identify areas for improvement and optimize their customer-facing operations.
Target Audience
The primary target audience for Tethr includes customer service teams, sales teams, call center managers, and product and service leaders. These stakeholders can benefit from the detailed insights Tethr provides to enhance customer experience, improve agent performance, and drive business growth.
Key Features
Conversation Analysis
Tethr integrates with popular voice and chat platforms to analyze every customer conversation. It scores interactions based on team performance and customer experience, providing both overall and individual agent performance metrics.
Custom Scoring Mechanisms
Users can create their own custom scoring mechanisms to align with specific business needs. Tethr also offers pre-set dashboards like Sales RX, Customer RX, Agent RX, Churn RX, and Cost RX to address various business questions.
Benchmarking
Tethr benchmarks your performance against industry averages and leaders, helping you gauge how well you are doing compared to others in the field.
Automated Activities
The platform allows you to automate activities based on conversation outcomes. For example, if a customer expresses interest in a new product, Tethr can trigger an email or create a task in Salesforce.
Identifying Friction Points
Tethr identifies friction points and other impediments to customer loyalty, leveraging decades of research on customer effort. This helps in improving the overall customer experience and reducing effort for customers.
Predictive Analytics
The platform uses predictive analytics to forecast call volume, identify potential issues, and optimize agent staffing and scheduling. This enables proactive management of call center operations.
Sentiment and Emotion Analysis
Tethr analyzes customer sentiment and emotions to identify customers at risk of churning and to improve self-service options like chatbots and virtual assistants.
Ease of Use
Tethr Essentials is designed to be extremely user-friendly, eliminating the need for expensive data scientists. It allows companies to create teams of “citizen data scientists” who can easily deploy and use the platform.
By leveraging these features, Tethr helps businesses make data-driven decisions, enhance customer satisfaction, and improve operational efficiency.
Tethr - User Interface and Experience
User Interface of Tethr
Ease of Use
Tethr is known for its simple and intuitive user interface. The platform is easy to set up and use, even for those who may not be technically savvy. Users can connect their data streams using pre-built integrations, and the system starts surfacing insights immediately.User Interface
The interface features easy-to-use dashboards that display relevant insights from customer conversations. These dashboards are customizable, allowing users to focus on the metrics and data that are most important to their business. The platform also offers broad and intelligent search capabilities with a simple user interface, making it easy to find the information you need.Real-Time Insights and Alerts
Tethr provides real-time insights, enabling companies to quickly identify and address issues as they arise. The platform alerts users to the most important information via customizable email, SMS, or app notifications, ensuring that critical insights are not missed.Collaboration and Integration
The platform facilitates seamless collaboration across teams by integrating with various tools such as CRM systems (like Salesforce), telephony systems, and other business applications. This integration allows for the distribution of insights across the organization, making it easier to share information and take action based on the data.Analytics and Reporting
Tethr offers useful analytics and reporting features that help users identify customer pain points, sentiments, and satisfaction levels. The platform uses advanced machine learning and natural language processing to analyze customer interactions, providing accurate and actionable insights. Users can track customer satisfaction scores, effort levels, and agent performance through predictive scoring models like CSATai and TEI.Customization
While Tethr is generally easy to use, some users have reported that customizing the platform to meet specific business needs can be challenging. However, Tethr’s team can create custom score configurations based on an organization’s unique requirements, which helps in maintaining existing metrics while leveraging the platform’s capabilities.Overall User Experience
The overall user experience with Tethr is generally positive, with users appreciating the platform’s ability to improve customer satisfaction and agent performance. The platform’s customer support is also highlighted as a strong point. However, some users have noted issues with transcription accuracy and finding specific results within the platform. In summary, Tethr’s user interface is user-friendly, with a focus on delivering clear and actionable insights from customer conversations. While there are some areas for improvement, the platform is well-regarded for its ease of use and the value it provides in enhancing customer experience and sales operations. Tethr - Key Features and Functionality
Tethr Overview
Tethr is an AI-powered speech analytics software that offers a range of features to enhance customer experience, sales, and customer support. Here are the main features and how they work:Call Transcription and Analysis
Tethr transcribes calls from speech to text, allowing businesses to analyze customer interactions from phone calls, chats, or emails. This transcription is then analyzed using natural language processing (NLP) and machine learning algorithms to identify key points such as sales objections, customer questions, and sentiment.Custom Tethr Effort Index (TEI) Scoring
The Tethr Effort Index measures the effort customers put into each interaction. This metric is derived from over 250 independent variables and 10,000 combinations of distinct phrases and utterances, providing a clear indicator of customer loyalty and satisfaction. This helps businesses identify areas where they can reduce customer effort and improve the overall customer experience.Customer Satisfaction Prediction (CSATai)
Tethr’s CSATai predicts customer satisfaction scores for every conversation, eliminating the need for traditional low-response CSAT surveys. By evaluating 100% of conversations, businesses can pinpoint factors that significantly impact customer satisfaction and take action to improve it.Call Metrics and Analytics
The platform measures various call metrics, including call duration, transfer rate, talk time, and silence time. These metrics help managers and teams track performance and identify trends in customer interactions.Search Capabilities
Tethr offers broad and intelligent search capabilities, allowing users to search call archives in real-time. This feature helps in quickly finding specific conversations and insights, which can be crucial for addressing customer issues or training agents.Integration with CRM and Other Tools
Tethr integrates seamlessly with CRM systems like Salesforce, as well as other CX management tools. This integration enables the automatic creation of new opportunity records, follow-up tasks, and the synchronization of data across different platforms. It also allows for the synthesis of information from multiple data sources into a single dashboard, providing a comprehensive view of customer experience metrics.Real-Time Alerts and Notifications
The platform alerts users to important information via customizable email, SMS, or app notifications. This ensures that critical issues, such as customer dissatisfaction or compliance problems, are addressed promptly.Collaboration and Coaching
Tethr facilitates collaboration within teams through comments and notes on customer interactions. It also provides coaching to agents by identifying best practices and areas for improvement, helping to enhance agent performance and customer satisfaction.Compliance and Security
Tethr ensures enterprise-class security and privacy, being PCI Level 1 and SOC 2 compliant, and satisfying GDPR requirements. This ensures that sensitive customer data is protected while still providing valuable insights.Automated Insights and Reporting
The platform automatically surfaces relevant insights from every customer conversation and displays them in easy-to-use dashboards. This visualized data helps businesses make data-driven decisions and improve their customer experience strategies.Conclusion
By integrating AI into these features, Tethr provides action-focused insights that help businesses improve customer satisfaction, agent performance, and overall operational efficiency. The AI engine continuously learns from customer conversations, ensuring that the insights provided are accurate and relevant. Tethr - Performance and Accuracy
Performance
Tethr is a conversation analytics platform that leverages AI and machine learning to analyze customer interactions, providing valuable insights into customer behavior, agent performance, and areas for improvement. Here are some of its performance highlights:Automated Insights
Tethr automates the analysis of customer conversations, allowing businesses to gain insights without the need for manual evaluations. It processes data from various sources, including call records, chat logs, and case data, to build models of customer behavior.Agent Performance
The platform scores and benchmarks every conversation against industry standards, helping to identify areas where agents need improvement. It also provides objective, data-driven coaching to enhance agent performance.Customer Experience
Tethr helps in reducing customer effort and improving first-call resolution rates by identifying and eliminating friction points in the contact center. It measures key metrics such as customer satisfaction, engagement, and effort scores.Ease of Use
Users appreciate that Tethr does not require coding or data teams to pull insights, and it offers visualized data in user-friendly formats. The platform is also noted for its ease of setup and minimal integration requirements.Accuracy
While Tethr has several strengths, there are some areas where its accuracy and performance can be improved:Transcription Accuracy
Some users have reported issues with transcription accuracy, which can affect the overall reliability of the insights generated by the platform.Customization Limitations
Tethr can be difficult to customize to meet specific business needs. Users have found it cumbersome to find the results they are looking for, and there is a lack of clarity around how certain scores, such as the Agent Impact Scores (AIS), are calculated.Depth of Insights
Compared to some competitors, Tethr’s insights can be surface-level, particularly in areas like Voice of the Customer (VoC) reports and quality assurance scoring. The platform relies on identifying predefined keywords and phrases rather than using more advanced semantic intelligence and generative AI.Areas for Improvement
Advanced AI Capabilities
Tethr’s AI capabilities, while advanced in some respects, are limited to identifying keywords and phrases. This contrasts with more modern platforms that use semantic intelligence and generative AI to provide deeper and more nuanced insights.Personalized Coaching
The platform does not allow for setting up personalized coaching sessions and plans within the system, which can limit its effectiveness in agent development.Real-Time Agent Assist
While Tethr provides real-time insights, it does not continuously learn and adapt to the evolving needs of customers and agents in the same way some other platforms do. In summary, Tethr is a solid choice for businesses looking to automate and analyze customer interactions, but it has some limitations, particularly in terms of transcription accuracy, customization, and the depth of insights provided. Addressing these areas could further enhance its performance and accuracy. Tethr - Pricing and Plans
Pricing Structure of Tethr
Free Trial
Tethr offers a 30-day free trial, known as the “Zero Touch” trial. This trial allows users to:- Access the Tethr solution
- Upload up to 1,000 of their own calls
- Explore pre-built dashboards using data from sample customer interactions
- See how Tethr scores customer interactions and identifies key moments and issues impairing the customer experience.
Custom Pricing
Tethr does not have publicly listed pricing tiers or plans. Instead, it provides custom pricing for its software. This means that the cost is quotation-based and varies depending on the specific needs and requirements of the customer.Features in Custom Plans
While the exact pricing is not disclosed, here are some features that are typically included in Tethr’s custom plans:- Analysis of every conversation with customers, transforming them into business intelligence insights
- Scoring of customer interactions
- Access to Tethr Rx dashboards and the ability to build reports using sample interactions
- Automatic ingestion of call data through integrations with leading telephony and chat systems (in the full version, not the trial)
- Agent performance scoring and evaluation
- Detection of customer frustration, payment issues, and other key moments
- The ability to use machine learning to teach the system to look for specific key moments relevant to the brand or industry.
No Free Plan
Tethr does not offer a free plan beyond the 30-day free trial. After the trial period, users need to opt for a custom pricing plan to continue using the service.Summary
In summary, Tethr’s pricing is based on custom quotations, and while there is a free trial available, there are no standard pricing tiers or a free plan beyond this trial period. Tethr - Integration and Compatibility
Integration with CRM Systems
Salesforce Compatibility
Tethr is fully compatible with customer relationship management (CRM) systems, particularly Salesforce. It is available on Salesforce’s AppExchange, allowing businesses to integrate Tethr’s analytics capabilities directly into their Salesforce environment. This integration enables the synthesis of data from multiple sources into a single dashboard, providing comprehensive metrics related to customer experience and sales performance.Integration with Telephony and Other Systems
Tethr can integrate with telephony systems and other tools that companies use, such as existing CRM and contact center systems. This integration provides a more comprehensive view of customer interactions across multiple channels, including phone calls, emails, and chat sessions.Real-Time Insights and Automation
Tethr can automatically create new opportunity records, follow-up tasks, and escalate issues based on the insights it detects from customer interactions. For example, if Tethr identifies a customer who had to make multiple calls to address the same issue, it can automatically send that customer’s information to the retention department for a follow-up call.Custom Dashboards and Compliance
Tethr allows companies to create custom dashboards that are tailored to their specific needs and priorities. Additionally, the platform can automatically flag interactions that may be in violation of compliance regulations, giving companies more control over their compliance risks.Multi-Channel Analysis
Tethr uses advanced machine learning and natural language processing to analyze customer interactions across multiple channels. This includes analyzing sentiment, tone, and intent from conversations, providing actionable insights that help sales teams and customer service agents improve their communication strategies.Compatibility Across Devices
While the primary focus of Tethr is on integrating with CRM and contact center systems, there is no specific information available on its compatibility with wearable devices or other specialized hardware, unlike the unrelated product “Tethr It” which is designed for different purposes.Conclusion
In summary, Tethr integrates well with key business systems like Salesforce and telephony platforms, providing real-time insights and automation capabilities that enhance both sales and customer service operations. Its compatibility is primarily centered around CRM and contact center analytics. Tethr - Customer Support and Resources
Comprehensive Customer Support Options
Tethr offers a comprehensive set of customer support options and additional resources to support its AI-driven conversation analytics platform, particularly in the sales tools category.
Automated Insights and Dashboards
Tethr provides prescriptive dashboards that deliver insights automatically, with easy integrations and minimal setup. These dashboards help users quickly act on insights from customer conversations, making it simple to identify cost drivers, customer friction points, and successful sales techniques.
Sales-Specific Tools
For sales teams, Tethr’s SalesRx dashboard analyzes every sales conversation to improve sales processes, increase conversions, and grow revenue. It automates the QA process, identifies common objections, and tracks how well sales agents address them. Users can also customize their dashboards to reflect their organization’s specific goals and metrics.
Chat and Multichannel Analytics
Tethr supports an omnichannel customer experience, analyzing conversations across voice, chat, chatbot, and email. It evaluates customer support and sales chat performance, measuring key metrics such as resolution rates, wait times, and customer sentiment. This helps in pinpointing areas of customer frustration and improving agent responses.
Agent Coaching and Performance
The platform offers tools to coach agents effectively by providing unbiased, strategic coaching based on automated scoring of every interaction. This helps agents close more deals and improves overall performance. Tethr also enables the creation of custom reports to track team-wide performance around specific behaviors and events.
Integration and Collaboration
Tethr integrates seamlessly with various CRM systems like Salesforce, as well as experience management systems like Qualtrics. This allows for easy distribution of insights across the organization, simplifying and automating business processes. The platform also supports two-way integrations, making it easy to share data both in and out of the system.
Security and Compliance
Tethr is PCI Level 1 and SOC 2 compliant and satisfies GDPR requirements, ensuring that sensitive customer data is protected while providing valuable insights.
Additional Resources
Ebooks and Guides
Tethr offers resources like ebooks and guides that provide detailed information on how to improve customer experience, increase sales conversions, and reduce churn.
Case Studies
Users can access case studies that showcase how other companies have benefited from using Tethr, providing real-world examples of the platform’s effectiveness.
Blog
The Tethr blog shares expert insights and key phrases that drive a good customer experience, offering additional tips and best practices.
Conclusion
Overall, Tethr provides a well-rounded suite of tools and resources to support customer engagement, sales performance, and overall business improvement.
Tethr - Pros and Cons
Pros of Tethr
Tethr, a conversation intelligence platform, offers several key advantages that make it a valuable tool for businesses, especially in the context of sales and customer service.
Easy to Use and Set Up
Tethr is known for its user-friendly interface, which does not require extensive technical expertise or coding skills to pull insights from customer interactions.
Useful Analytics and Reporting
The platform provides automatic insights into agent behavior, customer sentiment, and key metrics such as call duration, transfer rate, and talk time. These insights are presented in visualized, user-friendly formats.
Customer Sentiment Analysis
Tethr uses AI to analyze customer interactions, identifying sentiments, key topics of discussion, and customer satisfaction levels. It also places tone insights in a greater context, explaining why a customer might be upset and what the agent is doing to address the issue.
Cost Reduction
The platform helps businesses reduce call center costs by optimizing contact center operations, reducing repetitive tasks, and identifying opportunities for self-service options.
Compliance and Security
Tethr ensures compliance with various security, privacy, and regulatory measures, including PCI and HITRUST, to keep customer data safe.
Agent Coaching and Performance
Tethr automatically surfaces impactful coaching opportunities, allowing for on-the-spot coaching and improving agent performance. It also enables managers to provide custom training sessions and track ROI data.
Integration Capabilities
The platform offers an open API and integration opportunities with enterprise data lakes, CRMs, BI tools, and customer experience management systems, making it easy to incorporate into existing systems.
Cons of Tethr
While Tethr offers several benefits, there are also some notable drawbacks that users have reported.
Transcription Accuracy Issues
Some users have reported issues with the accuracy of transcribed content, which can affect the reliability of the insights generated.
Limited Tone Detection
Tethr’s speech-to-text analysis has limited ability to detect tone, which can sometimes lead to inaccurate interpretations of customer emotions.
Time-Consuming Insight Generation
It can take extensive time to pull insights from the data analyzed, which can be a significant drawback for businesses needing quick decision-making.
Difficulty in Customization
Users have found it challenging to customize the platform to meet specific business needs, which can limit its flexibility.
Lack of Clarity in Scoring
There is a lack of clarity around how certain scores, such as the Agent Impact Scores (AIS), are calculated, which can make it difficult to fully trust the insights provided.
Basic Out-of-the-Box Features
Some users have noted that the out-of-the-box features are very basic and may not meet the advanced needs of all businesses.
These points highlight both the strengths and weaknesses of Tethr, helping potential users make an informed decision about whether the platform aligns with their needs.
Tethr - Comparison with Competitors
When comparing Tethr with other AI-driven sales tools, several key features and differences stand out:
Tethr
Tethr is a customer conversation analytics platform that automatically surfaces insights from every customer interaction. Here are some of its unique features:
- Comprehensive Conversation Analysis: Tethr analyzes 100% of customer conversations across various channels, including phone, chat, and email, providing detailed insights into customer satisfaction, effort, and preferences.
- Proprietary Metrics: Tethr offers metrics like TEI (Total Effort Index) and CSATai, which predict customer satisfaction scores and measure the effort in each customer interaction, based on extensive research and data analysis.
- Integration and Collaboration: The platform integrates with tools like Qualtrics, Salesforce, and other CRM and CX management systems, making it easy to share and act on insights across the organization.
- Customizable Insights: Tethr allows for custom score configurations based on an organization’s specific needs, ensuring that existing metrics can be tracked with precision.
Exceed.ai by Genesys
Exceed.ai is an AI conversational marketing tool that focuses on automating sales processes:
- Automated Lead Qualification and Scheduling: Exceed.ai automates lead qualification, meeting scheduling, and follow-up processes, acting as a virtual assistant to sales teams.
- Lead Re-engagement: It helps in scaling and finding more qualified leads through AI-powered conversations.
- Pricing: Targeted at enterprise companies, with a reported price of $1950 per month, which may be too expensive for small businesses or startups.
Salesforce Einstein
Salesforce Einstein is an AI-powered CRM tool that integrates with the Salesforce platform:
- AI-Powered Insights and Content Generation: Einstein provides AI-driven insights into sales and customer data, generates sales content based on customer data, and summarizes sales calls to keep track of essential details.
- Automation and Customizable Dashboards: It automates various sales processes and offers customizable dashboards to enhance sales productivity and efficiency.
- Integration: Being part of the Salesforce ecosystem, Einstein integrates seamlessly with other Salesforce tools, making it a strong choice for organizations already using Salesforce.
Key Differences
- Focus Area: Tethr is primarily focused on analyzing customer conversations to improve customer experience and reduce churn, while Exceed.ai and Salesforce Einstein are more geared towards automating sales processes and enhancing sales productivity.
- Integration: While all three tools offer integrations, Tethr stands out for its broad range of integrations with various CRM, BI, and CX management tools. Exceed.ai is more specialized in its integration with Genesys systems, and Salesforce Einstein is deeply integrated within the Salesforce ecosystem.
- Metrics and Insights: Tethr’s proprietary metrics like TEI and CSATai are unique and based on extensive research, whereas Exceed.ai and Salesforce Einstein focus more on automating tasks and generating insights from sales data.
Choosing the Right Tool
When choosing between these tools, consider your organization’s specific needs:
- If you need deep insights into customer conversations to improve customer experience, Tethr might be the best choice.
- For automating lead qualification, meeting scheduling, and other sales processes, Exceed.ai could be more suitable.
- If you are already using Salesforce and need AI-powered CRM capabilities, Salesforce Einstein would be a natural fit.
Tethr - Frequently Asked Questions
Frequently Asked Questions about Tethr
What does Tethr do?
Tethr is a customer experience (CX) platform that analyzes customer feedback and interactions to provide insights that can improve customer service, sales, and operations. It processes and analyzes audio and text data from customer conversations using natural language processing (NLP) and machine learning algorithms to identify key insights, customer sentiment, and areas for improvement.How does Tethr analyze customer interactions?
Tethr analyzes every customer interaction, including calls, by transcribing them from speech to text and then applying advanced analytics. It measures various call metrics such as call duration, transfer rate, talk time, and silence time. The platform also uses AI to identify keywords, sentiments, and trends within the conversations, providing insights into customer behavior and agent performance.What are the key features of Tethr?
Tethr has several key features:- Transcribes calls from speech to text.
- Custom Tethr Effort Index (TEI) scoring to measure customer effort in each interaction.
- Analyzes recorded and stored calls for insights.
- Measures call metrics like call duration and transfer rate.
- Search capabilities for customer interactions.
- Automated QA process and assessment of interactions for key behaviors.
- Identification of common objections and successful rebuttals in sales conversations.
- Customizable dashboards and reports to reflect organizational goals and metrics.
How does Tethr help in sales and revenue growth?
Tethr analyzes every sales conversation to surface insights that can improve sales processes, increase conversions, and grow revenue. It provides a SalesRx dashboard to identify quick wins and areas of improvement. The platform helps in automating the QA process, identifying common objections, tracking how well sales agents address these objections, and coaching agents to use successful rebuttals effectively.Can Tethr improve customer satisfaction and reduce churn?
Yes, Tethr helps in improving customer satisfaction and reducing churn by identifying areas of friction in customer interactions. It uses speech analytics to automate call center QA, ensuring first-call resolution and reducing customer effort. The platform also measures customer satisfaction, engagement, and effort scores, providing actionable insights to drive business outcomes such as improving customer loyalty.How does Tethr support agent training and performance?
Tethr provides tools for custom training sessions, alerts about specific conversations, and real-time search of call archives. It scores every interaction for key competencies that contribute to higher conversion rates and offers unbiased, strategic coaching to help agents improve their performance. The platform also identifies positive behaviors of top-performing agents and helps in replicating these behaviors across the team.Is Tethr easy to set up and use?
Tethr is generally considered easy to set up and use. It offers an easy-to-use interface, pre-built integrations, and seamless connections with other business tools like Salesforce and Qualtrics. Users can start surfacing insights quickly without needing coding or data teams to pull insights.What kind of integrations does Tethr support?
Tethr supports various integrations, including those with Customer Relationship Management (CRM) systems like Salesforce, Experience Management Systems like Qualtrics, and other business intelligence (BI) and CX management tools. These integrations help in simplifying and automating business processes by distributing insights across the organization.Is Tethr compliant with data security standards?
Yes, Tethr is compliant with several data security standards. It is PCI Level 1 and SOC 2 compliant and satisfies the requirements for GDPR, ensuring the protection of sensitive customer data.What are some common pros and cons of using Tethr?
Pros include:
- Easy to use and set up
- Useful analytics and reporting
- Ability to identify customer pain points and sentiments
- Helps to improve customer satisfaction and agent performance
- Good customer support
Cons include:
- Reported issues with transcription accuracy
- Difficulty in customizing the platform to meet specific business needs
- Can be cumbersome to find the results users are looking for
- Lack of clarity around how the Agent Impact Scores (AIS) are calculated
- Basic out-of-the-box features.
How does Tethr pricing work?
Tethr pricing varies based on factors such as the number of users, the volume of data analyzed, and the specific features required. For detailed pricing, it is best to contact Tethr directly as pricing can be customized to fit the needs of the organization. Tethr - Conclusion and Recommendation
Final Assessment of Tethr in the Sales Tools AI-Driven Product Category
Tethr is an AI-powered speech analytics platform that offers a comprehensive set of tools to analyze and improve customer interactions, making it a valuable asset in the sales tools category.Key Benefits
- Insightful Analytics: Tethr transcribes calls, chats, and emails, and uses natural language processing (NLP) and machine learning algorithms to extract valuable insights from customer conversations. This includes identifying customer sentiment, key topics of discussion, and compliance adherence.
- Customer Experience Improvement: The platform helps businesses gather insights from 100% of their customer interactions, eliminating the need for surveys or focus groups. This data is crucial for improving customer satisfaction, agent performance, and overall customer experience.
- Effortless Setup and Use: Tethr is praised for its ease of use and setup, requiring no coding or data teams to pull insights. It provides automatic insights into agent behavior and enables users to share contact center trends across the organization.
- Custom Training and Alerts: Managers can use Tethr to create custom training sessions, receive alerts about specific conversations, and search call archives in real-time. This helps in optimizing sales processes and training practices.
Who Would Benefit Most
Tethr is particularly beneficial for:- Contact Centers: Teams can track ROI data, maintain an audit trail of calls and interventions, and collaborate through comments and notes.
- Sales and Marketing Teams: Tethr helps in identifying sales objections, questions, and best practices, allowing for more targeted sales training and improved sales processes.
- Product and Service Leaders: By analyzing customer feedback, leaders can identify issues with products and services, build a better customer experience, and create a more loyal customer base.
Pros and Cons
Pros:- Easy to use and set up
- Useful analytics and reporting
- Ability to identify customer pain points and sentiments
- Helps improve customer satisfaction and agent performance
- Good customer support.
- Reported issues with transcription accuracy
- Difficult to customize the platform to meet specific business needs
- Can be cumbersome to find the results users are looking for
- Lack of clarity around how the Agent Impact Scores (AIS) are calculated
- Very basic out-of-the-box features.