Product Overview of Tethr
Tethr is an AI-powered speech analytics platform designed to transform customer conversations into actionable insights, primarily serving contact centers, customer support teams, and sales and marketing organizations.
What Tethr Does
Tethr utilizes advanced machine learning and natural language processing to analyze customer interactions across various channels, including phone calls, emails, and chat sessions. This analysis enables businesses to gain deep insights into customer experiences, identify key points such as sales objections and questions, and measure the overall quality of customer interactions. The platform is built on nearly a decade of research into customer conversations, making it a robust tool for improving customer satisfaction, reducing churn, and enhancing operational efficiency.
Key Features and Functionality
Analytics and Insights
- Call Transcription: Tethr transcribes calls from speech to text, allowing for detailed analysis of customer interactions.
- Sentiment Analysis: The platform analyzes the sentiment and emotions expressed by customers during interactions, helping to identify satisfied or dissatisfied customers.
- Keyword Spotting and Emotion Detection: Tethr can detect specific keywords and emotions within conversations, providing insights into customer needs and preferences.
Performance and Quality Management
- Agent Performance Scoring: The platform evaluates agent performance using metrics such as handle time, first-call resolution, and customer satisfaction, enabling targeted training and coaching.
- Automated Quality Management: Tethr allows businesses to upload their QA criteria and automatically review every conversation, saving time and improving feedback quality.
Customer Experience Enhancement
- Customer Effort Index (TEI): Tethr uses a proprietary TEI scoring system to measure the effort in each customer interaction, based on over 250 independent variables and 10,000 combinations of distinct phrases and utterances.
- Predicted CSAT Score: The platform generates a predicted customer satisfaction score for every interaction, eliminating the need for low-response CSAT surveys.
Operational Efficiency
- Real-Time Alerts and Notifications: Tethr alerts users to critical information via customizable email, SMS, or app notifications, ensuring timely action can be taken.
- Compliance Monitoring: The platform monitors conversations for compliance issues, ensuring that businesses adhere to regulatory requirements.
Integration and Collaboration
- Integration with CRM and Other Tools: Tethr integrates with various CRM systems such as Salesforce, Zendesk, and Freshworks, as well as other business tools, to simplify and automate business processes.
- Customizable Dashboards and Data Export: Users can create customized dashboards and export data to other systems, facilitating seamless collaboration across teams.
Security and Compliance
- PCI Level 1 and SOC 2 Compliance: Tethr ensures high standards of security and compliance, satisfying requirements such as GDPR and other regulatory standards.
Benefits
- Improved Customer Experience: By identifying and addressing customer pain points, Tethr helps businesses enhance the overall customer experience and increase loyalty.
- Enhanced Agent Performance: The platform provides insights that help in coaching agents and improving their performance, leading to higher quality service.
- Operational Efficiency: Tethr’s predictive analytics and real-time insights enable businesses to optimize agent staffing, reduce costs, and improve key metrics such as first-call resolution and average handle time.
- Revenue Growth: By identifying opportunities for upselling and cross-selling, Tethr helps businesses grow their revenue while delivering products or services that better meet customer needs.
In summary, Tethr is a comprehensive conversation analytics platform that leverages AI to provide deep insights into customer interactions, enhancing customer experience, agent performance, and operational efficiency, while ensuring compliance and security.