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Tethr

Tethr

Overview

What is Tethr?

Tethr, from CollabIP in Austin, consumes conversational data from the network, cloud or premise using enterprise-class design to ensure security and privacy, to provide insights from customer phone calls and chats. Tethr comes standard with hundreds of pre-built insight categories…

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Recent Reviews

TrustRadius Insights

Users of this software have found it extremely helpful in a variety of use cases. It has proven to be instrumental in pinpointing reasons …
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Pricing

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What is Tethr?

Tethr, from CollabIP in Austin, consumes conversational data from the network, cloud or premise using enterprise-class design to ensure security and privacy, to provide insights from customer phone calls and chats. Tethr comes standard with hundreds of pre-built insight categories based on service,…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

Tethr Platform Demo | See how conversation analytics works for customer service, sales, and CX

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Product Details

Tethr Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(3)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users of this software have found it extremely helpful in a variety of use cases. It has proven to be instrumental in pinpointing reasons for customer confusion during quality and team lead coaching sessions, allowing for targeted improvement efforts. Reviewers have praised the software's ability to analyze call and chat volume data, providing valuable insights for informed business decisions. By identifying areas where agents can improve their soft skills, the software saves time compared to manual analysis. Additionally, customers have replaced their manual QA process with the tool, gaining unbiased insights into their operations and addressing various issues such as product safety, legal matters, and product-related problems.

The software's capabilities extend beyond performance analysis. Users utilize it to track trends in agents' language usage and average handle time, leading to improved call efficiency. The product provides comprehensive performance metrics for recorded calls, making training staff easier and more effective. Notably, it has significantly increased the audit rate of customer interactions from 3% to 100%, providing a thorough assessment of agent performance and customer experience. Users appreciate the seamless recording feature that captures interactions without interruptions and displays all necessary data for analysis.

Customers have leveraged the insights provided by the software to improve customer service and reach their goals. The software's data callouts and reporting analytics aid in decision-making by identifying reasons for customer calls and spotting trends that facilitate process improvements. Its user-friendly interface allows users to easily share information with colleagues, promoting collaboration within teams. Moreover, the software ensures consistent quality assurance, coaching, and training while effectively addressing caller sentiment. Customers value how it helps them provide an enhanced overall customer experience.

The powerful search capabilities of the software allow users to locate specific calls based on keywords and phrases used, enabling focused analysis and feedback. The color-coded flags provided by the tool highlight areas that require coaching and improvement, streamlining performance management efforts. By collecting qualified data from customer interactions, it helps organizations gather valuable feedback for training and performance improvement purposes. Users have found the software's categorization feature especially useful as it simplifies call search, making it faster and more efficient.

The software has garnered positive feedback for its non-biased view of issues and areas of opportunity for improvements. Users also appreciate how it helps ensure agents adhere to regulatory script requirements, providing an additional layer of compliance in customer interactions. The company behind the software actively listens to customer feedback, continuously improving the product and addressing concerns raised by its users. In contact center operations, the software streamlines processes, improving efficiency and ultimately enhancing the customer experience. Users of the software utilize its features to identify dead air and hold outliers, allowing for follow-up and resolution. By providing valuable insights into customer experiences, the software enables quick issue resolution and helps organizations deliver exceptional service.

The ability to track and analyze interactions across multiple channels, including recordings, chats, and emails, has proven invaluable for users. They have been able to increase sales and effectively track calls by leveraging the comprehensive data provided by the software. Furthermore, the software's monitoring capabilities allow for continuous improvement in agent performance. Through intelligent reports and metrics, users can identify areas where agents excel and failures that need to be addressed.

One of the key benefits of using this software is its ability to streamline quality assurance processes while enhancing training and coaching efforts. Users have found that it makes coaching more efficient by narrowing down pain points and providing concrete data on calls, eliminating the need for educated guesses or subjective assessments. The software has also been used to enhance the usage of free services by analyzing employee and member interactions, leading to improved customer satisfaction and engagement.

Customers appreciate that this software provides a non-biased view of issues and areas of opportunity for improvement. It aids in reporting and ensuring agents follow regulatory script requirements, ensuring compliance in customer interactions. The categorization feature is highly regarded by users as it simplifies call search and makes retrieving specific calls easier than ever before.

The company behind the software actively listens to customer feedback, making continuous updates and improvements based on user needs. This commitment to refinement has resulted in a product that streamlines contact center operations, improving efficiency both for agents and customers alike. With its valuable insights, quick issue resolution capabilities, and performance tracking features, the software proves itself to be an indispensable tool for those seeking to enhance their customer experience efforts.

Simplified and User-Friendly Interface: Several users have praised the product for its simplified and user-friendly interface. They have found it easy to navigate and appreciated how relevant information can be easily inputted. The greetings script feature has also been highlighted as a convenient tool for managing and keeping track of interactions.

Intuitive Nature Catering to Business Needs: Many reviewers have commended the intuitive nature of the product, stating that it caters well to the needs of their business. Both new and experienced users have found it easy to use and learn, making it accessible to a wide range of users.

Excellent Customer Support: Users have consistently mentioned the exceptional customer support provided by the company. They appreciate that the support team is open to feedback and actively supports them in making improvements. This high level of support distinguishes the company from other vendors and contributes to a positive user experience.

Difficult Navigation: Many users have expressed their frustration with navigating around the software, finding it difficult upfront. Some have encountered challenges in locating specific features and options, which can be a hindrance to their overall user experience.

Limited Filtering Options: Users have mentioned that the filtering options in Tethr are lacking. They find it inconvenient to scroll through long dropdown lists instead of being able to easily filter for specific agents or data categories.

Glitches and Refreshing Pages: Some users have reported experiencing glitches while using Tethr, requiring them to refresh pages multiple times to resolve the issues they encounter. This can disrupt their workflow and cause frustration during usage.

Reviews

(1-1 of 1)
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Richard Jassel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have been able to increase sales considerably with this software which is helping us to better track calls through recordings. Also through chat, calls, and mail, we can monitor the interaction that our agents have with customers, to improve performance and know the failures that we have, thanks to intelligent reports and metrics.
  • The intelligence of the software allows the creation of algorithms, metrics, and advanced reports, to train sales agents and improve their sales performance and customer treatment.
  • Allows you to search for recordings or archives of any customer interaction in real-time, to closely monitor and draw from that experience some sales learning and improvement.
  • It has an easy control panel, where you can attend to customers, monitor performance, pull reports, and have everything under control in an easy-to-manage interface.
  • It would be very useful if it not only made call recordings but the transcription of the call, to have better access to the communication.
  • If it could be integrated with social networks it would be great, so we could also monitor the behavior of our customers through that medium.
  • If I had a database of contacts and customers, it would also be very useful and would facilitate my work.
This software is ideal for companies that need to be in permanent contact with their customers and provide them with a better online service through different channels. I also recommend the software to all sales companies, as it will help them to better train their agents and close more contracts.
  • Allows the analysis of customer service, real-time analysis, and agent performance analysis, to control and improve processes, customer service, and sales.
  • Captures and records phone calls, and saves recording files in an organized manner.
  • Allows tracking and monitoring of calls and the rest of the activities and interactions with the customer.
  • Thanks to the fact that we have been able to have greater and better control of calls, chats, emails, and other interactions with customers, we were able to improve the performance of our agents, correct errors that were in the conversations, and make good manuals and user guides for the agent to know how to deal with customers, expanding our numbers and increasing our sales.
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