Tethr - Detailed Review
Customer Service Tools
Tethr - Product Overview
Tethr Overview
Tethr is an AI-driven conversation intelligence platform that is specifically crafted to enhance customer service, customer experience, sales, and the overall efficiency of customer contact centers.
Primary Function
Tethr’s primary function is to analyze customer interactions across various channels, including voice and chat, using AI, speech analytics, and machine learning. This analysis provides businesses with comprehensive insights into customer conversations, helping them identify areas for improvement and optimize their customer service operations.
Target Audience
The target audience for Tethr includes businesses and organizations that operate customer contact centers, sales teams, and customer service departments. This encompasses a wide range of industries where customer interactions are crucial, such as retail, finance, and healthcare.
Key Features
Automated Conversation Analysis
Tethr integrates with popular voice and chat platforms to automatically analyze every customer conversation, providing scores on team performance and customer experience.
Custom Scoring Mechanisms
Users can create their own custom scoring mechanisms to evaluate interactions based on specific criteria. The platform also offers pre-set dashboards like Sales RX, Customer RX, Agent RX, Churn RX, and Cost RX to address various business needs.
Benchmarking
Tethr allows businesses to compare their performance against industry averages and leaders through its benchmarking feature, helping them gauge their performance relative to others.
Automated Activities
The platform can trigger automated activities based on conversation outcomes, such as sending emails or creating tasks in Salesforce when certain conditions are met.
Friction Point Identification
Tethr identifies friction points and other impediments to customer loyalty, leveraging decades of research on customer effort to provide actionable insights.
Quality Assurance (QA) Automation
Tethr automates the QA process by reviewing every conversation against predefined criteria, saving time and improving feedback quality for agents.
Customer Sentiment and Feedback
The platform generates predicted CSAT scores and provides detailed feedback on customer preferences, user experience issues, and product or service quality.
Churn Risk and Loyalty
Tethr helps identify leading indicators of churn and provides insights to save more customers and increase loyalty.
By leveraging these features, Tethr enables businesses to make data-driven decisions, improve customer satisfaction, and enhance overall customer experience.
Tethr - User Interface and Experience
User Interface Overview
The user interface of Tethr, a customer service tools AI-driven product, is crafted to be intuitive and user-friendly, making it easy for users to extract valuable insights from customer conversations.Ease of Use
Tethr boasts an easy-to-use interface that allows users to start surfacing insights immediately. The platform features a simple user interface with broad and intelligent search capabilities, ensuring that users can quickly find the information they need without extensive training.Dashboards and Insights
The platform displays information in easy-to-use dashboards, which are customizable to meet the specific needs and priorities of the organization. These dashboards provide real-time insights, enabling companies to quickly identify and address issues as they arise. The prescriptive dashboards deliver insights automatically, with minimal setup required, allowing users to act on insights from customer conversations with a single glance.Integration and Sharing
Tethr integrates seamlessly with various tools such as CRM systems (like Salesforce), telephony systems, and experience management systems (like Qualtrics). This integration enables the easy sharing of insights across different teams and departments, facilitating collaboration and action-oriented decision-making. The platform also supports two-way integrations, making it easy to ship data both in and out of the system.Notifications and Alerts
Users can receive alerts and notifications via email, SMS, or app notifications, ensuring they stay informed about the most important information without having to constantly monitor the platform. This feature helps in prioritizing issues based on their impact on the business.Customization
Tethr allows for the creation of custom score configurations based on an organization’s specific needs. This flexibility ensures that users can keep all their existing metrics for success while gaining unparalleled precision in tracking them within the Tethr platform.Security and Compliance
The platform is PCI Level 1 and SOC 2 compliant and satisfies GDPR requirements, providing a secure environment for handling sensitive customer data. This ensures that users can trust the platform with their data while maintaining compliance with regulatory standards.Overall User Experience
The overall user experience is enhanced by Tethr’s ability to analyze 100% of customer conversations, eliminating the need for low-response surveys or time-consuming focus groups. This comprehensive analysis helps in identifying customer needs, preferences, and pain points, allowing for immediate action to improve the customer experience. The feedback from users indicates that Tethr is simple to use, improves credibility with agents, and enhances training and performance.Conclusion
In summary, Tethr’s user interface is designed for ease of use, with a focus on delivering actionable insights quickly and efficiently. Its integration capabilities, customizable dashboards, and secure environment make it a valuable tool for improving customer service and overall business outcomes. Tethr - Key Features and Functionality
Tethr Overview
Tethr, an AI-powered speech analytics platform, offers a range of features that significantly enhance customer service operations in contact centers. Here are the main features and how they work:
Real-Time Analytics and Agent Assist
Tethr Live analyzes customer conversations in real-time using AI-powered speech analytics. This allows contact center agents to receive immediate guidance and improve conversations as they happen. Agent assist prompts provide agents with personalized and consistent answers, linking to knowledge base articles, troubleshooting guides, and more. This real-time assistance helps reduce agent confusion and unnecessary delays, improving both agent performance and customer satisfaction.
Supervisor Alerts and Real-Time Coaching
Supervisors can monitor critical issues as they occur through real-time alerts. They can see real-time transcriptions of calls, insights into customer sentiment, and key performance indicators. This enables supervisors to intervene promptly with real-time coaching, enhancing service levels and customer satisfaction.
Compliance Checklists and QA Steps
Tethr Live includes in-moment compliance checklists to keep conversations on track. The system alerts agents if they miss any QA steps before the call ends, ensuring that all necessary procedures are followed. This helps maintain compliance and consistency in customer interactions.
Historical Data Analysis
Tethr analyzes historical customer interactions to identify drivers of cost, churn, and sales opportunities. This analysis helps in prioritizing the highest areas of impact and optimizing contact center operations. Historical data is used to forecast call volume, identify potential issues, and optimize agent staffing and scheduling.
Sentiment and Emotion Analysis
The platform uses AI to analyze customer interactions to understand their sentiment and emotions. This helps managers identify customers at risk of churning and take proactive steps to prevent it. It also aids in identifying opportunities for upselling and cross-selling by understanding customer needs and preferences.
Call Metrics and Performance Monitoring
Tethr measures various call metrics such as call duration, transfer rate, talk time, and silence time. It provides real-time visibility into agent performance, including handle time, first call resolution, and customer satisfaction. This data helps managers quickly identify and address issues with agent performance.
Conversation Transcription and Search
Tethr transcribes calls from speech to text, allowing for the analysis of recorded and stored calls. The platform offers search capabilities for customer interactions, enabling managers to quickly find specific conversations and extract valuable insights.
Custom Effort Index Scoring
Tethr uses a Custom Effort Index scoring system to measure customer effort in each interaction. This helps in identifying areas where customers are experiencing high effort, allowing companies to improve the customer experience and reduce frustration.
Predictive Analytics and Forecasting
The platform uses predictive analytics to forecast call volume, identify potential issues, and optimize agent staffing and scheduling. This proactive approach enables managers to take action before problems arise, ensuring better resource allocation and improved service levels.
Self-Service Optimization
Tethr analyzes customer interactions to identify common customer needs and issues that could benefit from self-service options. This data is used to improve self-service channels such as chatbots or virtual assistants, reducing the effort required for customers to get their issues resolved.
Integration and Security
Tethr offers an open API and integration opportunities, ensuring seamless onboarding and enterprise-class security and privacy. This allows for easy integration with existing systems while maintaining high standards of data security.
Conclusion
By integrating these features, Tethr provides a comprehensive solution for contact centers to improve customer experiences, enhance agent performance, and optimize operational efficiency. The AI-driven analytics and real-time insights enable proactive management and continuous improvement in customer service operations.
Tethr - Performance and Accuracy
Evaluating Tethr in the Customer Service Tools AI-driven Category
Evaluating the performance and accuracy of Tethr in the Customer Service Tools AI-driven category involves examining its capabilities, benefits, and any identified limitations.
Performance
Tethr is praised for its ability to provide comprehensive insights into customer interactions and agent performance. Here are some key performance aspects:
Customer Interaction Analysis
Tethr uses advanced machine learning and natural language processing to analyze customer interactions across multiple channels, including phone calls, emails, and chat sessions. This helps in identifying common pain points, customer sentiment, and areas for improvement.
Agent Performance
The platform evaluates agent performance based on metrics such as handle time, first call resolution, and customer satisfaction. It also scores agents on their impact and performance on difficult calls, providing actionable insights for coaching and improvement.
Predictive Analytics
Tethr employs predictive analytics to forecast call volume, identify potential issues, and optimize agent staffing and scheduling. This proactive approach helps in managing call center operations more efficiently.
Self-Service Improvement
By analyzing customer queries, Tethr helps in improving self-service options like chatbots and virtual assistants, reducing the effort required for customers to resolve their issues.
Accuracy
The accuracy of Tethr’s insights is largely dependent on its AI and machine learning capabilities:
Speech Analytics
Tethr uses speech analytics to analyze the content of customer interactions, which helps in understanding customer needs and preferences accurately. However, it relies on detecting predefined keywords and phrases, which might limit the depth and detail of insights compared to more advanced AI technologies.
Sentiment Analysis
The platform accurately identifies customer sentiment and emotions, helping managers to take steps to prevent customer churn and improve the overall customer experience.
Limitations and Areas for Improvement
Despite its strengths, Tethr has some limitations and areas where it could improve:
Transcription Accuracy
Some users have reported issues with transcription accuracy, which can affect the reliability of the insights generated.
Customization
The platform can be difficult to customize to meet specific business needs, and some users find it cumbersome to find the results they are looking for.
AI Capabilities
Tethr’s AI capabilities are described as outdated by some competitors, as it is limited to identifying predefined keywords and phrases rather than using more advanced semantic intelligence and generative AI.
Agent Impact Scores
There is a lack of clarity around how the Agent Impact Scores (AIS) are calculated, which can make it challenging for managers to fully trust and utilize these scores.
Conclusion
In summary, Tethr is a powerful tool for analyzing customer interactions and improving agent performance, but it has some limitations, particularly in terms of AI capabilities and customization. Addressing these areas could further enhance its performance and accuracy.
Tethr - Pricing and Plans
The Pricing Structure of Tethr
The pricing structure of Tethr, a conversation intelligence platform, is not publicly disclosed on their website or in the available resources. Here are some key points that can be gathered:
Free Trial
Tethr offers a free trial that allows users to experience the platform’s capabilities without a commitment. This trial includes the ability to upload calls, view sample conversations and dashboards, and analyze key metrics such as call handling information, customer sentiment, and agent performance.
Features in the Trial
During the trial, users can see how Tethr scores customer interactions, view Tethr Rx dashboards, and build reports using sample interactions. Uploading 100 or more calls unlocks additional analytics dashboards that show top CX issues, causes of difficult calls, and customer sentiment analysis.
Full Version
While the trial version allows manual upload of calls, the full version integrates automatically with leading telephony and chat systems, providing more comprehensive insights. The full version also includes features such as agent performance scoring, custom report building, and the ability to use machine learning to detect specific key moments relevant to the user’s business.
No Public Pricing Details
There is no publicly available information on the pricing tiers, costs, or specific features included in each plan beyond what is offered in the free trial. For detailed pricing, users would need to contact Tethr directly or schedule a call with one of their product experts.
Tethr - Integration and Compatibility
Tethr Overview
Tethr, a conversation analytics platform, is designed to integrate seamlessly with various tools and systems to enhance its functionality and provide a comprehensive view of customer interactions.
Integrations
Tethr integrates with several key systems that are commonly used in customer service and contact center operations. Here are some of the notable integrations:
- Customer Relationship Management (CRM) Systems: Tethr integrates with CRM systems like Salesforce, allowing for the synchronization of customer data and insights across different platforms.
- Telephony Systems: The platform can integrate with telephony systems to analyze customer interactions over phone calls, ensuring a holistic view of customer communications.
- Experience Management Systems: Tethr also integrates with experience management systems such as Qualtrics, which helps in managing and analyzing customer experience data more effectively.
- Business Intelligence (BI) Tools: Integrations with BI tools enable businesses to combine customer interaction data with other business metrics, providing a more comprehensive analytical framework.
Compatibility
Tethr is built to be compatible across various platforms and devices:
- Cloud-Based and On-Premise: The platform supports both cloud-based and on-premise deployments, making it flexible for businesses with different infrastructure needs.
- Multi-Channel Insights: Tethr can analyze customer interactions across multiple channels, including phone calls, emails, and chat sessions, ensuring that businesses get a complete picture of the customer journey.
- Customizable Dashboards: The platform allows for the creation of custom dashboards that can be accessed from various devices, providing real-time insights and actionable data.
Data Exchange
Tethr facilitates easy data exchange through its two-way integrations, enabling businesses to both import and export data seamlessly. This feature helps in automating business processes and ensuring that insights are distributed across the organization efficiently.
Compliance and Security
Tethr is compliant with several important standards, including PCI Level 1 and SOC 2, and it satisfies the requirements for GDPR. This ensures that sensitive customer data is protected while still allowing for comprehensive analytics.
Conclusion
In summary, Tethr’s integration capabilities and compatibility features make it a versatile tool that can be easily incorporated into existing customer service ecosystems, providing valuable insights and improving overall customer experience.
Tethr - Customer Support and Resources
Customer Support
- Tethr provides good customer support, as highlighted by user reviews. This support is crucial for addressing any issues or questions users may have while using the platform.
Analytics and Reporting Tools
- Tethr offers advanced analytics and reporting features that are easy to use and set up. These tools help users analyze customer interactions, identify key metrics, and generate actionable insights. The platform includes features like real-time reporting, customizable dashboards, and integration with existing systems such as CRMs, BI tools, and customer experience management systems.
Coaching and Agent Performance
- Tethr’s platform automatically surfaces impactful coaching opportunities, allowing managers to coach agents on-the-spot. This feature helps turn frustrated agents into high performers by addressing issues immediately. The platform also scores each agent and team based on their impact and call difficulty, providing clear and actionable feedback.
Security and Compliance
- Tethr ensures compliance with various security, privacy, and regulatory measures, including PCI and HITRUST. This ensures that customer data is kept safe and secure.
Integration Capabilities
- The platform allows for the export of insights to enterprise data lakes, CRMs, BI tools, and customer experience management systems. This integration capability helps in leveraging customer interaction data downstream to make informed business decisions.
Training and Setup
- Tethr is designed to be easy to use and set up, even for users without extensive data science expertise. The platform can be trained to listen for insights relevant to the business, making it accessible to a wide range of users.
Additional Resources
- While specific additional resources like documentation, webinars, or community forums are not explicitly mentioned, the comprehensive nature of Tethr’s analytics and reporting tools suggests that users have access to detailed insights and metrics to guide their decision-making processes. User reviews also indicate that the platform is generally easy to use, which may reduce the need for extensive additional resources.
Tethr - Pros and Cons
Advantages of Tethr
Tethr offers several significant advantages in the customer service tools and AI-driven product category:Comprehensive Analysis
Tethr analyzes customer interactions across multiple channels, including phone calls, chats, and emails, providing a holistic view of customer experiences. This helps in identifying common issues, customer needs, and preferences.Automatic Insights
The platform uses AI to extract data from customer interactions, eliminating the need for manual call monitoring and post-call surveys. It generates predictive CSAT scores based on conversation data, giving a clear picture of customer satisfaction.Effortless Setup and Use
Users appreciate that Tethr does not require coding or data teams to pull insights, making it easy to set up and use. The platform provides useful analytics and reporting in user-friendly formats.Agent Performance and Coaching
Tethr helps managers evaluate agent performance, identify areas needing additional training, and provide coaching. It also allows for real-time search of call archives and alerts staff about compliance issues.Cost Reduction and Efficiency
By analyzing 100% of customer conversations, Tethr helps reduce contact center and operational costs. It identifies leading indicators of churn, allowing proactive measures to strengthen customer loyalty and increase lifetime value.Improved Customer Experience
Tethr’s conversation intelligence helps in creating a more seamless customer experience by pinpointing areas of customer effort and praise. It also aids in improving self-service options like chatbots and virtual assistants.Disadvantages of Tethr
While Tethr offers many benefits, there are also some notable drawbacks:Transcription Accuracy Issues
Some users have reported issues with the accuracy of call transcriptions, which can affect the reliability of the insights generated.Customization Challenges
Users have found it difficult to customize the platform to meet specific business needs, which can limit its flexibility.User Interface
Some users find it cumbersome to find the results they are looking for within the platform, indicating potential usability issues.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 hard for users to fully trust the metrics.Basic Out-of-the-Box Features
Some users feel that the out-of-the-box features are very basic and may not meet all the advanced needs of their operations. These points highlight both the strengths and weaknesses of Tethr, providing a balanced view for potential users. Tethr - Comparison with Competitors
When comparing Tethr to other AI-driven customer service tools
Several key features and differences stand out.Tethr’s Unique Features
Tethr is notable for its real-time contact center analytics and agent assist capabilities. Here are some of its unique features:Real-Time Analytics
Tethr Live analyzes conversations in real-time, providing agents with immediate guidance and supervisors with critical issue alerts.Agent Assist
Offers real-time prompts and guidance to agents during customer calls, linking to knowledge base articles and troubleshooting guides to improve agent performance and customer satisfaction.Supervisor Alerts
Allows supervisors to monitor and intervene in critical issues as they occur, with real-time transcription and sentiment analysis of calls.Compliance Checklists
Ensures conversations stay on track with in-moment compliance checks and alerts agents if they miss QA steps before the call ends.Comparison with Competitors
Forethought AI
Forethought AI, unlike Tethr, focuses more on automating and optimizing customer support ticketing processes. It uses machine learning to categorize and route tickets to the right agents and can automatically resolve common issues. While Tethr is strong in real-time call analytics, Forethought excels in predictive ticket routing and automated ticket resolution.Yellow.ai
Yellow.ai offers an omnichannel AI solution that supports both text and voice interactions across multiple platforms, including social media and messaging apps. This is different from Tethr, which is more focused on real-time call analytics and agent assist. Yellow.ai’s advanced sentiment analysis and support for over 135 languages make it a strong choice for multinational corporations.Zendesk AI
Zendesk AI is another competitor that stands out with its comprehensive suite of tools for customer service. It automates up to 80% of customer interactions using AI-powered bots and provides an agent copilot that guides support teams to resolution. Unlike Tethr, Zendesk AI has a stronger focus on automated self-service and omnichannel support across email, live chat, and social media.Sprinklr AI
Sprinklr AI offers an all-in-one customer support platform that manages large-scale customer interactions across multiple channels. It provides AI-driven sentiment analysis, automated ticket routing, and powerful analytics. While Tethr is specialized in real-time call analytics, Sprinklr AI is more geared towards managing customer experience at scale across various channels.Potential Alternatives
Level AI
Level AI is presented as a more advanced alternative to Tethr, leveraging generative AI and semantic intelligence. It offers deeper insights into customer and agent performance, GenAI-powered Voice of the Customer reports, and more personalized coaching sessions. If businesses need more advanced AI capabilities and deeper analytics, Level AI might be a better fit.Kodif
Kodif is another alternative that uses OpenAI’s GPT technology to automate customer support. It allows businesses to create custom AI workflows and integrates seamlessly with CRM tools like Zendesk and Salesforce. Kodif is particularly useful for businesses looking to reduce manual workload and improve response times for common customer queries.Conclusion
Tethr excels in real-time contact center analytics and agent assist, making it a strong choice for businesses that need immediate insights and guidance during customer calls. However, depending on the specific needs of a business, such as omnichannel support, automated ticket resolution, or more advanced AI analytics, alternatives like Forethought AI, Yellow.ai, Zendesk AI, Sprinklr AI, Level AI, or Kodif might be more suitable. Each of these tools has unique features that cater to different aspects of customer service and support operations. Tethr - Frequently Asked Questions
Frequently Asked Questions about Tethr
What is Tethr and what does it do?
Tethr is an AI-powered speech analytics platform that analyzes customer interactions from various channels such as phone calls, chats, and emails. It provides insights into customer experiences, identifies key points in conversations like sales objections and questions, and helps businesses improve their customer service, sales, and operations.How does Tethr analyze customer interactions?
Tethr uses advanced machine learning and natural language processing (NLP) algorithms to analyze audio and text data from customer interactions. This allows it to identify keywords, sentiments, and other critical elements within conversations, providing valuable insights into customer behavior and agent performance.What are the key features of Tethr?
Key features of Tethr include:- Transcribing calls from speech to text
- Custom Tethr Effort Index scoring to measure customer effort in each interaction
- Analyzing recorded and stored calls for insights
- Measuring call metrics such as call duration, transfer rate, and talk time
- Real-time search capabilities for customer interactions
- Providing alerts about specific conversations and compliance issues
- Enabling collaboration within teams via comments and notes.
How does Tethr improve customer loyalty?
Tethr helps improve customer loyalty by identifying common pain points and issues that cause customer dissatisfaction. It analyzes agent performance to identify areas needing improvement and provides insights to create better self-service options, such as scripts for chatbots or virtual assistants. This reduces customer effort and enhances the overall customer experience.Can Tethr be integrated with other systems?
Yes, Tethr offers an open API and integration opportunities, allowing it to be integrated with enterprise data lakes, CRMs, BI tools, and customer experience management systems. This simplifies the onboarding process and ensures enterprise-class security and privacy.How does Tethr support agent training and coaching?
Tethr automatically surfaces impactful coaching opportunities by analyzing agent behavior and performance. It provides real-time visibility into agent metrics such as handle time, first call resolution, and customer satisfaction, enabling managers to coach agents on-the-spot and improve their performance.What kind of data does Tethr use to optimize call center performance?
Tethr uses a variety of data, including:- Agent performance data (e.g., negative and positive agent language, performance on difficult calls)
- Call handling information (e.g., handle time, first call resolution rate, customer satisfaction scores)
- Customer interaction data (e.g., customer sentiment, pain points, outcomes)
- Historical data to identify patterns and trends in customer interactions.
How does Tethr ensure data security and compliance?
Tethr ensures compliance with multiple security, privacy, and regulatory measures, including PCI and HITRUST, to keep customer data safe.What are some 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
- 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
- Very 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.Can Tethr automate the QA process in contact centers?
Yes, Tethr can automate the QA process by tracking not just custom QA criteria but also customer sentiment, agent behavior, and other factors influencing the customer experience. This provides a more comprehensive view of the customer experience beyond standard QA scorecards. Tethr - Conclusion and Recommendation
Final Assessment of Tethr in the Customer Service Tools AI-Driven Product Category
Tethr is an AI-powered conversation intelligence platform that offers a comprehensive set of tools to analyze and improve customer interactions, making it a valuable asset for various business teams, particularly those in customer service, sales, and operations.Key Benefits
- Insightful Analytics: Tethr transcribes calls from speech to text, analyzes recorded and stored calls, and measures key metrics such as call duration, transfer rate, and talk time. This provides a holistic view of customer interactions, helping businesses identify patterns, trends, and areas for improvement.
- Customer Effort Measurement: The platform uses the Tethr Effort Index to measure customer effort in each interaction, which is crucial for enhancing the customer experience and reducing friction points.
- Agent Performance and Training: Tethr helps managers evaluate agent performance, identify areas needing additional training or coaching, and automate the quality assurance (QA) process by reviewing every conversation against predefined criteria. This ensures consistent high-quality service and saves QA managers significant time.
- Compliance and Collaboration: The platform alerts staff about compliance issues and facilitates collaboration within teams through comments, notes, and real-time search capabilities for call archives.
Who Would Benefit Most
Tethr is particularly beneficial for:- Contact Centers: By analyzing customer interactions across multiple channels, contact centers can pinpoint leading indicators of churn, improve customer retention, and reduce operational costs.
- Sales Teams: Tethr helps sales managers refine sales processes, create targeted training, and measure the success of special offers and marketing campaigns. It also identifies best practices and effective sales behaviors that can be replicated across the sales organization.
- Customer Service Teams: These teams can use Tethr to address customer pain points, improve self-service options, and deliver better overall customer experiences. The platform also helps in identifying and resolving common issues that cause customer frustration.
Overall Recommendation
Tethr is a strong choice for businesses looking to leverage AI-driven conversation intelligence to enhance their customer service, sales, and operational efficiency. Here are some key points to consider:- Ease of Use: Tethr is generally easy to set up and use, even for those without extensive coding or data analysis skills.
- Valuable Insights: The platform provides automatic insights into agent behavior, customer sentiment, and key trends, which can be shared across the organization to drive improvements.
- Customization and Integration: While Tethr integrates well with voice, chat, and email systems, some users have reported difficulties in customizing the platform to meet specific business needs.
Considerations
Before adopting Tethr, it’s important to be aware of a few potential drawbacks:- Transcription Accuracy: Some users have reported issues with transcription accuracy, which could impact the reliability of the insights generated.
- Customization Challenges: Customizing the platform to meet specific business needs can be cumbersome.