Tethr - Detailed Review
Speech Tools
Tethr - Product Overview
Tethr Overview
Tethr is an AI-powered conversation intelligence platform that plays a crucial role in the Speech Tools AI-driven category. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Tethr’s main function is to analyze customer interactions from various channels such as phone calls, chats, and emails. It uses artificial intelligence (AI) and machine learning to extract valuable insights from these conversations, helping organizations improve their customer experience, sales, and operational efficiency. The platform focuses on identifying areas of customer effort and praise, providing actionable insights that can drive transformation.
Target Audience
Tethr is primarily aimed at enterprises and organizations with significant customer interaction volumes, particularly those operating contact centers. The platform is beneficial for product and service leaders, customer experience (CX) teams, and sales organizations looking to enhance their customer-facing operations without the need for extensive data science expertise.
Key Features
Comprehensive Analysis
Tethr analyzes every customer interaction across multiple channels, providing a complete view of customer feedback and sentiment.
AI-Powered Insights
The platform leverages AI and decades of customer experience research to deliver prescriptive insights. These insights are based on pre-configured dashboards and hundreds of pre-built insight categories, eliminating the need for manual data analysis.
Ease of Use
Tethr is designed to be user-friendly, allowing practitioners to use the platform without requiring expensive data scientists or professional services support. This enables companies to create teams of “citizen data scientists.”
Detailed Context
The platform provides detailed context behind entire customer conversations, helping companies understand what happened during an interaction and why it happened.
Data Visualization
Tethr offers comprehensive dashboards and visual representations of data, making it easier for users to spot trends, issues, and track improvements over time.
Operational Metrics
The platform tracks performance metrics to help optimize call center operations and improve overall efficiency.
By leveraging these features, Tethr helps organizations close the gap between customer expectations and actual experiences, leading to improved customer loyalty and financial outcomes.
Tethr - User Interface and Experience
User Interface of Tethr
The user interface of Tethr, an AI-driven speech analytics platform, is crafted to be intuitive and user-friendly, making it accessible to a wide range of users without requiring extensive technical expertise.
Ease of Use
Tethr does not require coding or data teams to pull insights, which is a significant advantage for users. The platform is easy to set up and use, with pre-built integrations that allow you to connect your data streams quickly. This simplicity enables users to start surfacing insights from customer conversations almost immediately.
User Interface
The interface is characterized by its broad and intelligent search capabilities, presented in a simple and easy-to-use format. Users can analyze every conversation, whether from phone calls, chats, or emails, and view the insights in visualized data formats that are easy to interpret. The dashboards are designed to be user-friendly, making it straightforward to track key metrics such as call duration, transfer rate, talk time, and silence time.
Collaboration and Sharing
Tethr facilitates collaboration across teams by allowing users to share information and insights seamlessly. The platform supports comments and notes on conversations, and it alerts staff members about specific issues, such as compliance concerns. This collaborative feature ensures that all relevant teams can access and act on the insights derived from customer interactions.
Customization and Alerts
Users can customize notifications to receive alerts via email, SMS, or app notifications about the most important information. This ensures that critical insights are not missed and that teams can respond promptly to customer needs. Additionally, Tethr allows for custom score configurations based on an organization’s specific needs, ensuring that all existing metrics for success can be tracked with precision.
Integration
The platform integrates with various business tools, including Qualtrics, Salesforce, and other CRM and CX management systems. These integrations simplify and automate business processes, making it easy to distribute insights across the organization. The two-way integrations enable data to be shipped both in and out, enhancing the overall efficiency of the system.
Security and Compliance
Tethr ensures high standards of security and compliance, being PCI Level 1 and SOC 2 compliant, and satisfying GDPR requirements. This provides users with the assurance that sensitive customer data is protected while insights are being generated.
Conclusion
Overall, Tethr’s user interface is designed to be intuitive, easy to use, and highly functional, making it an effective tool for analyzing customer conversations and improving the customer experience.
Tethr - Key Features and Functionality
Tethr Overview
Tethr, a speech analytics software, leverages AI to convert customer interactions into actionable insights, benefiting various business teams such as sales, marketing, IT, and finance. Here are the main features and how they work:Automatic Speech Recognition (ASR)
Tethr uses advanced ASR technology, enhanced by its partnership with Deepgram, to quickly and accurately transcribe speech into text. This allows enterprises to analyze all customer and agent conversations efficiently, overcoming the limitations of traditional transcription methods which are often costly and slow.Sentiment Analysis
Tethr’s sentiment analysis model is trained to identify 28 different emotions, including frustration, confusion, or apprehension, based on customer and agent phrases. This helps in gauging the emotional tone of conversations, enabling teams to address customer concerns promptly and improve overall customer experience.Topic Analysis
The platform offers keyword-based topic analysis, which identifies key themes and use cases such as customer churn or revenue increase. While this method is less reliable than generative AI-based analysis, it still provides valuable insights into common topics discussed during customer interactions.AI Assist – Response Triggers
Tethr Live detects “response triggers” based on hundreds of words frequently used by customers and agents. When these triggers are detected, the system can alert supervisors or suggest relevant knowledge-based articles, complaint checklists, and other resources to help agents respond effectively.Customizable Insight Categories and Dashboards
Tethr allows managers to create customizable insight categories and utilize pre-configured dashboards to monitor various metrics such as sales, customer loyalty, product offers, and channel switching. This customization ensures that teams can focus on the specific data that is most relevant to their goals.Integration with Third-Party Systems
The platform integrates seamlessly with popular systems like Qualtrics, Salesforce, Microsoft Dynamics, and Tableau. This integration enables simple onboarding, efficient insight distribution, and collaboration across different teams within the organization.Real-Time Call Archives and Alerts
Tethr enables call centers to search call archives in real-time to uncover customer experiences. Managers can receive alerts about specific conversations that require follow-up, allowing for timely interventions and improved customer satisfaction.Training and Compliance
The software facilitates custom training sessions for agents based on the insights gathered from customer interactions. It also helps in maintaining an audit trail of calls, interventions, and other activities, monitoring brand risks, script deviations, and compliance issues. Staff members can receive notifications about compliance issues and collaborate through comments and notes.Actionable Insights and ROI Tracking
Tethr provides actionable insights by analyzing customer interactions across all channels (phone, chat, email, etc.). It helps in identifying key points such as sales objections, offers, and questions, and allows teams to track the return on investment (ROI) data. This ensures that businesses can make data-driven decisions to improve their operations and customer experience.Conclusion
By integrating these features, Tethr leverages AI to turn unstructured conversational data into valuable insights, enhancing business outcomes across various departments. Tethr - Performance and Accuracy
Performance
Tethr is praised for its ability to extract meaningful data from customer conversations, which aids in strategic decision-making. Here are some of its strengths:
User-Friendly Interface
The platform is generally easy to use and learn, with users appreciating its simple and intuitive interface.
Automated Insights
Tethr provides automated insights from customer interactions, including call metrics such as duration, transfer rate, and talk time. It also offers visualized data in user-friendly formats, making it easier to spot trends and track improvements.
Customizable AI Models
Users can customize AI models to fit specific business needs, ensuring the insights generated are relevant and actionable.
Support and Feedback
Tethr’s support team is highly regarded for their responsiveness and willingness to incorporate user feedback to improve the platform.
Accuracy
While Tethr has several strengths, there are also some notable limitations and areas for improvement regarding its accuracy:
Transcription Accuracy
One of the significant drawbacks is the accuracy of call transcriptions. Many users have reported mistakes and misunderstandings in the transcribed content, which can be challenging for precise documentation.
Tone and Sentiment Detection
Tethr has limited ability to detect tone in speech-to-text analysis, which can be crucial for capturing the full context of customer interactions.
Language Support
The platform currently supports only English, which can be a limitation for businesses that handle calls in multiple languages.
Search Functionality
A significant number of users (62%) have found it difficult to use Tethr’s search tool, making it hard to find specific information quickly.
Areas for Improvement
Transcription Speed
Users have noted that it takes extensive time to transcribe calls, which can delay the review process and impact real-time analysis.
Integration Issues
There are reports of difficulties in integrating Tethr with other programs, particularly chat and social media platforms, which hampers the seamless sharing and use of data.
Cost and ROI Analysis
Some users have found it challenging to determine the cost drivers and ROI from the insights provided by Tethr, which can make it difficult to justify the investment.
In summary, while Tethr offers valuable insights and has a user-friendly interface, it faces challenges in transcription accuracy, tone detection, and integration with other platforms. Addressing these areas could significantly enhance its performance and overall user satisfaction.
Tethr - Pricing and Plans
Pricing Structure of Tethr
When it comes to the pricing structure of Tethr, a speech analytics platform, here are the key points to consider:Custom Pricing
Tethr does not offer publicly available pricing plans. Instead, their pricing is custom and requires a direct inquiry to their sales team. This approach suggests that the costs are tailored to the specific needs and scale of each business.No Free Plan
Tethr does not provide a free plan. However, they do offer a free trial that allows potential users to upload up to 1000 of their own calls to experience the platform’s capabilities.Free Trial
The free trial version of Tethr allows users to:- Upload and analyze their own calls
- See call transcripts and key moments identified in each call
- View Tethr Rx dashboards and build reports using sample interactions
- Identify positive and negative agent behaviors
- Analyze customer sentiment and spot issues that impair the customer experience
- Unlock an analytics dashboard if 100 calls or more are uploaded, showing top CX issues, causes of difficult calls, and customer sentiment analysis.
Full Version Features
The full version of Tethr, beyond the trial, includes:- Automatic ingestion of call data through integrations with leading telephony and chat systems
- More comprehensive insights, including agent performance scoring and custom reports
- The ability to use machine learning to detect key moments specific to the user’s brand or industry
- Collaboration tools such as comments and notes, and alerts for compliance issues
- Integration with various third-party systems like Qualtrics, Microsoft Dynamics, and Salesforce.
Tethr - Integration and Compatibility
Tethr Overview
Tethr, an AI-driven speech analytics platform, is notable for its seamless integrations and broad compatibility, making it a versatile tool for various business needs.Integrations
Tethr integrates with a wide range of popular systems, ensuring easy onboarding and efficient distribution of insights throughout your organization. Key integrations include:Customer Relationship Management (CRM) Systems
Tethr integrates with systems like Salesforce, allowing for the synchronization of customer data and insights.Experience Management Systems
It integrates with Qualtrics, enhancing the management of customer experiences.Business Intelligence (BI) Tools
Integrations with tools like Tableau enable comprehensive data analysis and visualization.Contact Center Systems
Tethr works with various contact center platforms to provide real-time analytics and agent assistance.Data Consumption and Security
Tethr securely consumes conversational data through multiple channels, including cloud-based API integration, simple upload processes, on-premise recording, or directly from the carrier network. This flexibility ensures that data can be easily fed into the system, regardless of the source.Compatibility
Cloud and On-Premise
Tethr is compatible with both cloud-based and on-premise environments, making it suitable for businesses with different infrastructure preferences.Devices and Platforms
While the primary focus of Tethr is on analyzing customer conversations, it does not have specific compatibility issues with various devices or platforms. It is designed to work seamlessly across different systems and tools.Compliance and Security
Tethr is compliant with significant security standards, including PCI Level 1 and SOC 2, and satisfies GDPR requirements. This ensures that sensitive customer data is protected and handled securely.Real-Time Analytics
Tethr Live, a real-time call center analytics solution, provides immediate insights into customer conversations. This feature allows for real-time monitoring, agent assistance, and supervisor alerts, all of which can be configured to work with existing systems and tools.Conclusion
In summary, Tethr’s integration capabilities and compatibility make it a highly adaptable and secure solution for analyzing customer conversations and improving customer experience across various business platforms. Tethr - Customer Support and Resources
Overview
Tethr, a speech analytics platform, offers a range of customer support options and additional resources to enhance the user experience and optimize the use of their AI-driven tools.
Automated Insights and Analytics
Tethr provides automated insights from every customer conversation, which are displayed in easy-to-use dashboards. This includes broad and intelligent search capabilities, allowing users to quickly find and analyze key data points from customer interactions.
Agent Coaching and Performance Metrics
Tethr enables high-impact agent coaching by analyzing every conversation and providing coachable insights. The platform offers pre-built dashboards that give quick access to the analysis of customer interactions, allowing coaches to focus on skill development rather than searching for and listening to calls. It also provides proprietary conversation scores based on nearly a decade of research, which help in identifying the best and worst interactions and driving best practices.
Multichannel Insights
Tethr allows users to gain insights from multiple channels, including calls, chats, and other customer interactions. This comprehensive approach helps in minimizing customer churn, reducing customer effort, and improving first-call resolution.
Integration and Collaboration
The platform integrates seamlessly with various CRM systems like Salesforce, as well as experience management systems like Qualtrics. These integrations enable the distribution of insights across the organization, simplifying and automating business processes. Tethr also supports two-way integrations, making it easy to share data both in and out of the platform.
Security and Compliance
Tethr ensures data security by being PCI Level 1 and SOC 2 compliant, and it satisfies the requirements for GDPR. This provides users with the assurance that their sensitive customer data is protected.
User Interface and Accessibility
The platform is known for its simple and user-friendly interface, making it easy to start surfacing insights from day one. Users can connect their data streams using pre-built integrations and begin analyzing conversations immediately.
Customer Feedback Analysis
Tethr helps in analyzing customer feedback from every conversation, eliminating the need for mediocre survey response rates or time-consuming focus groups. This allows businesses to identify issues with their products and services and make improvements based on real customer feedback.
Alerts and Notifications
The platform provides customizable email, SMS, or app notifications to alert users to the most important information, ensuring they stay informed about critical insights without needing constant monitoring.
Conclusion
Overall, Tethr’s customer support and resources are centered around providing actionable insights, improving agent performance, and enhancing customer satisfaction through advanced speech analytics and seamless integrations.
Tethr - Pros and Cons
Pros of Tethr
Tethr, an AI-powered speech analytics software, offers several significant advantages for businesses, particularly in the areas of customer experience, sales, and operations.Ease of Use and Setup
Tethr is known for being easy to use and set up, requiring no coding or data teams to pull insights from customer interactions.Comprehensive Analytics
The platform provides automatic insights into agent behavior, customer sentiment, and key topics of discussion. It measures various call metrics such as call duration, transfer rate, talk time, and silence time.Real-Time Analytics
Tethr Live offers real-time speech analytics, enabling contact center agents to act and improve conversations in the moment. This includes real-time agent assist, supervisor alerts, and compliance checklists.Custom Training and Alerts
Managers can provide custom training sessions to agents, receive alerts about specific conversations, and search call archives in real-time. The platform also allows for collaboration within teams via comments and notes.Visualized Data
Tethr presents data in user-friendly formats, making it easier for users to share contact center trends across the organization.Partnerships and Integrations
Tethr partners with companies like Deepgram to improve transcription accuracy and offers an open API for integration, ensuring enterprise-class security and privacy.Cons of Tethr
Despite its advantages, Tethr also has some notable drawbacks.Transcription Accuracy
There have been reported issues with the accuracy of transcribed content, which can sometimes be inaccurate.Tone Detection Limitations
The platform has limited ability to detect tone in speech-to-text analysis, which can affect the accuracy of sentiment analysis.Time-Consuming Insight Generation
It can take extensive time to pull insights from the analyzed data, which can be a significant drawback for timely decision-making.Customization Challenges
Users have found it difficult to customize the platform to meet specific business needs, and the out-of-the-box features can be quite basic.ROI and Cost Drivers
Determining cost drivers and ROI from the insights provided by Tethr can be challenging, which may hinder comprehensive business analysis.Limited Depth in Insights
Some users feel that the insights provided by Tethr lack depth, particularly in comparison to more advanced AI-powered alternatives that use semantic intelligence and generative AI. Tethr - Comparison with Competitors
When comparing Tethr to other AI-driven speech analytics tools, several key features and differences stand out.
Unique Features of Tethr
Tethr is distinguished by its ability to analyze customer interactions from various channels such as phone calls, chats, and emails. Here are some of its unique features:- Transcription and Analysis: Tethr transcribes calls from speech to text and analyzes recorded and stored calls to provide insights into customer experiences.
- Custom Tethr Effort Index: This feature measures customer effort in each interaction, helping businesses identify areas to improve the customer experience.
- Comprehensive Dashboards: Tethr offers data visualization through comprehensive dashboards, making it easier for users to understand trends and track improvements over time.
- Operational Metrics: The platform tracks performance metrics to help optimize call center operations, including call duration, transfer rate, talk time, and silence time.
- Collaboration Tools: Tethr allows for collaboration within teams via comments, notes, and alerts about compliance issues and specific conversations.
Potential Alternatives
Several alternatives offer similar or complementary features:Alvaria Engagement Analytics
- This platform provides advanced speech analytics and engagement metrics, similar to Tethr. It is known for its ability to integrate with various contact center systems and provide detailed insights into customer interactions.
Contexta360
- Contexta360 offers real-time speech analytics and can analyze interactions across multiple channels. It is particularly strong in providing emotional and sentiment analysis, which can be a valuable addition to Tethr’s features.
Prodigal
- Prodigal focuses on automating the analysis of customer interactions to identify key issues and opportunities. It provides detailed analytics and can integrate with CRM systems, offering a more automated approach compared to Tethr.
Recordsure
- Recordsure specializes in compliance and risk management through speech analytics. It offers advanced search capabilities and can help in maintaining an audit trail of calls and interventions, which might be particularly useful for organizations with strict compliance requirements.
Xdroid Voice Analytics
- Xdroid Voice Analytics provides AI-driven insights into customer interactions, similar to Tethr. It is known for its ease of use and the ability to provide real-time analytics, which can help in quick decision-making.
Key Differences
- Integration and Customization: While Tethr offers an open API and integration opportunities, some alternatives like Alvaria Engagement Analytics and Contexta360 might have more seamless integrations with existing contact center systems.
- Emotional and Sentiment Analysis: Contexta360 and Prodigal are stronger in emotional and sentiment analysis, which could be a significant factor if your organization needs deeper insights into customer emotions and sentiment.
- Compliance Focus: Recordsure stands out with its strong focus on compliance and risk management, making it a better choice for organizations with stringent regulatory requirements.
User Experience and Feedback
Users of Tethr appreciate its ability to extract data from customer interactions without requiring coding or data teams. However, some users have noted challenges such as the time it takes to pull insights, limited tone detection in speech-to-text analysis, and occasional inaccuracies in transcribed content. In contrast, alternatives like Alvaria Engagement Analytics and Contexta360 are often praised for their ease of use and more accurate analytics, although they may have different learning curves and navigation complexities. Ultimately, the choice between Tethr and its alternatives depends on the specific needs and goals of your organization, such as the level of customization required, the importance of compliance, and the need for real-time analytics. Tethr - Frequently Asked Questions
Who are the typical users of Tethr?
Tethr is used by a variety of business teams, including contact centers, sales, marketing, IT, and finance, across different business sizes such as large enterprises, mid-size businesses, and small businesses.
What languages does Tethr support?
Currently, Tethr supports the English language.
What are the key features of Tethr?
- Transcribes calls from speech to text.
- Analyzes recorded and stored calls for insights.
- Measures call metrics such as call duration, transfer rate, talk time, and silence time.
- Provides a Custom Tethr Effort Index scoring to measure customer effort in each interaction.
- Offers search capabilities for customer interactions.
- Uses machine learning to predict customer satisfaction scores (CSAT) through its CSATai model.
Does Tethr offer an API?
Yes, Tethr has an API available for use, which helps in integrating the platform with various third-party systems and simplifying the onboarding process.
What kind of integrations does Tethr support?
Tethr supports integrations with several third-party systems, including Qualtrics, Microsoft Dynamics, Salesforce, and others like Talkdesk, Gladly, and InMoment.
How does Tethr help in customer experience management?
Tethr analyzes customer interactions from phone calls, chats, or emails to provide insights into customer experiences. It helps in identifying key points such as sales objections, questions, and customer effort. The platform also predicts customer satisfaction scores using its CSATai model, which eliminates survey bias and helps in making impactful changes in the contact center.
What kind of support does Tethr offer?
Tethr offers various support options, including a knowledge base, email/help desk support, and phone support.
Can Tethr help in compliance management?
Yes, Tethr facilitates compliance management by alerting staff members about compliance issues and allowing them to maintain an audit trail of calls, interventions, and other activities. It also monitors brand risks and script deviations to ensure legal compliance.
How does Tethr facilitate team collaboration?
Tethr allows teams to collaborate via comments and notes on customer interactions. It also enables managers to provide custom training sessions to agents and receive alerts about specific conversations that need follow-up.
Does Tethr provide real-time analytics?
Yes, Tethr offers real-time analytics, allowing managers to search call archives and analyze customer interactions in real-time. This helps in tracking ROI data and identifying key trends across calls.
How does Tethr’s CSATai model work?
Tethr’s CSATai model uses machine learning to predict customer satisfaction scores by analyzing the words customers use in context during their interactions. The model is trained on millions of customer survey results and captures the mathematical relationships between words and phrases in the conversation to predict satisfaction levels accurately.