Product Overview of Tethr
Tethr is an advanced AI-powered conversation intelligence platform designed to transform customer interactions into actionable insights, particularly for contact centers and customer experience teams.
What Tethr Does
Tethr utilizes machine learning and natural language processing to analyze customer interactions across various channels, including phone calls, emails, and chat sessions. This comprehensive analysis enables organizations to gain deep insights into customer experiences, identify key issues such as sales objections and customer pain points, and improve overall customer satisfaction.
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 customer sentiment and emotions to understand their experiences and identify areas for improvement.
- Keyword Spotting and Emotion Detection: Tethr identifies specific keywords and emotions expressed during interactions to provide a nuanced understanding of customer feedback.
- Root Cause Analysis: It helps in identifying the underlying causes of customer issues, enabling proactive solutions.
Agent Performance and Training
- Agent Performance Scoring: Tethr evaluates agent performance through custom scoring, such as the Tethr Effort Index, which measures customer effort in each interaction.
- Automated Quality Management: The platform automates quality assurance by analyzing 100% of customer interactions, reducing manual QA review time significantly.
- Coaching Insights: Tethr surfaces coaching insights to help improve agent performance faster than traditional manual call reviews.
Customer Experience and Retention
- Customer Experience Insights: Tethr provides insights into customer needs and preferences, helping companies improve their self-service options, such as chatbots and virtual assistants.
- Churn Prediction: The platform identifies leading indicators of churn, allowing companies to take proactive measures to retain customers.
- Customer Satisfaction: Tethr generates predicted CSAT scores for every customer interaction, helping companies understand the drivers of satisfaction and dissatisfaction.
Operational Efficiency
- Real-Time Alerts and Compliance Monitoring: Tethr offers real-time alerts for specific conversations and monitors compliance issues, ensuring agents adhere to policies and regulations.
- Trend Analysis and Predictive Analytics: The platform analyzes historical data to identify patterns and trends, forecast call volume, and optimize agent staffing and scheduling.
- Customizable Dashboards and Integration: Tethr provides customizable dashboards and integrates with CRM systems, ensuring seamless data flow and visualization.
Security and Collaboration
- Enterprise-Class Security and Privacy: Tethr ensures robust security and privacy measures, including an open API for secure integrations.
- Collaboration Tools: The platform allows for team collaboration through comments, notes, and alerts, enhancing communication and feedback within teams.
By leveraging these features, Tethr empowers contact centers and customer experience teams to optimize their operations, reduce costs, improve customer satisfaction, and drive revenue growth.