Product Overview of Tethr
Tethr is an AI-powered speech analytics software designed to transform customer interactions into actionable insights, primarily catering to contact centers and business teams. Here’s a detailed look at what Tethr does and its key features.
What Tethr Does
Tethr utilizes advanced machine learning and natural language processing to analyze customer interactions across multiple channels, including phone calls, chats, and emails. This analysis helps organizations gain deep insights into customer experiences, identify key points such as sales objections and questions, and understand customer needs and preferences. The platform aims to improve the overall customer experience, reduce operational costs, lower churn rates, and boost sales by providing a holistic view of customer interactions.
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 intent of customer interactions to provide insights into customer feelings and concerns.
- Keyword Spotting and Emotion Detection: Identifies specific keywords and detects emotions expressed during customer interactions, helping to understand customer feedback and sentiment.
- Customer Experience Insights: Provides insights into customer experiences, enabling businesses to address pain points and improve the overall customer journey.
Performance and Quality Management
- Agent Performance Scoring: Evaluates the performance of individual agents and identifies areas where additional training or coaching may be needed.
- Automated Quality Management: Automatically reviews 100% of customer interactions based on specified QA criteria, saving time and improving feedback quality.
- Compliance Monitoring: Flags interactions that may be in violation of compliance regulations, ensuring better control over compliance risks.
Real-Time Capabilities and Alerts
- Real-Time Alerts: Alerts staff members about specific conversations, compliance issues, and other critical events in real-time.
- Real-Time Insights: Provides real-time insights, allowing companies to quickly identify and address issues as they arise.
Customization and Integration
- Customizable Dashboards: Allows for the creation of custom dashboards tailored to the company’s specific needs and priorities.
- Integration With CRM and Other Systems: Integrates with CRM systems, telephony systems, and other tools to provide a comprehensive view of customer interactions.
- Open API and Multilingual Support: Offers an open API for integration and supports multiple languages, enhancing its versatility and usability.
Additional Features
- Tethr Effort Index Scoring: Measures customer effort in each interaction, helping to identify areas where the customer experience can be improved.
- Call Metrics and Categorization: Measures call metrics such as call duration, transfer rate, talk time, and silence time, and categorizes calls based on predefined criteria.
- Root Cause Analysis and Trend Analysis: Identifies leading indicators of churn and other trends, enabling proactive measures to improve customer retention and reduce costs.
- Data Export and User Management: Allows for data export and provides robust user management features to ensure security and compliance.
In summary, Tethr is a powerful tool that leverages AI-driven analysis to provide comprehensive insights into customer interactions. Its features are designed to enhance customer experience, improve agent performance, ensure compliance, and drive business growth by offering actionable insights and real-time analytics.