Name: Tethr
Rating: 10 (4 reviews)
Author: Tethr

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Innovation Management

Kubernetes Monitoring

Development

Career Center

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Diagramming

Enhanced 911 (E911)

Interactive Voice Response (IVR)

Project Portfolio Management

Supply Chain Management

Enterprise

Accounting

CTRM

Corporate Performance Management (CPM)

Cryptocurrency Mining

Online Trading

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Performance Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Cloud Storage

Disaster Recovery as a Service (DRaaS)

Enterprise Flash Array Storage

Fraud Detection

IT Asset Management

In-Memory Databases

Integration Platform as a Service (iPaaS)

Network Operating Systems

Network Performance Monitoring

Phishing Detection and Response

SIP Trunking

System Monitoring

Traffic Switching

Unified Endpoint Management (UEM)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Reference Management

Digital Signage

Email Deliverability

Email Management

Email Marketing

Headless CMS

Marketing Automation

Online Reputation Management

Retail Media Advertising

SMS Marketing

Social Media Management

Social Media Publishing

Survey & Forms Building

Technology Review

Web Analytics

Marketing

Field Service Management

Project Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Intrusion Detection

Security

Building Information Modeling (BIM)

Construction Management

Homeowner's Association (HOA) Management

Law Practice Management

Legal Billing

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Salesloft

SalesLoft

Yesware

Vendasta

Gong

Gong.io

Zendesk Suite

Zendesk

Clari Copilot

Clari

LogMeIn Resolve

GoTo (formerly LogMeIn)

Allego Revenue Enablement Platform

Allego

Apollo.io

CallRail

Verint Speech and Text Analytics

Verint

### Conversation Analysis
User consensus seems to be that Tethr's call analysis capabilities are highly valued. Reviewers appreciate the ease of use in identifying trends impacting client experiences and the ability to search for specific keywords and phrases efficiently. However, some users express a desire for improved AI-generated transcripts and the ability to capture tone in conversations. Despite these minor drawbacks, Tethr's call analysis feature remains a valuable tool for enhancing customer interactions and making informed business decisions based on call data.

### Real-Time Interaction Monitoring
Users find Tethr's real-time interaction monitoring feature to be a valuable tool for pinpointing pain points and improving coaching efficiency. The ability to review more calls in real-time has streamlined the QA process, providing unbiased insights into operations. While some users encounter minor inconveniences with filtering specific agents, overall, Tethr's real-time monitoring function is praised for its ability to identify areas for agent uptraining, particularly in soft skills. Additionally, users appreciate Tethr's responsiveness to feedback, indicating a commitment to enhancing the tool's value over time.

### Agent Performance
Users have expressed a positive sentiment towards Tethr's agent performance capabilities, highlighting its effectiveness in enhancing team performance and providing valuable insights for coaching and improvement. The tool's ability to track key quality assurance components across all interactions, not just a sample, has been particularly praised for its impact on training and coaching quality. Additionally, users appreciate Tethr's user-friendly interface and its capacity to extract quality data from customer interactions, leading to improved performance with customers. While some minor issues such as trouble with accents and colloquialisms have been noted, overall, users find Tethr's agent performance features to be beneficial in optimizing call efficiency and ensuring regulatory compliance.

### Coaching and Training
Users across various industries consistently praise Tethr's coaching and training features for their ability to enhance customer service quality and agent performance. The platform's coaching capabilities are lauded for providing valuable insights into soft skills development, enabling targeted training sessions that lead to immediate improvements in customer interactions. Users appreciate Tethr's user-friendly interface and its capacity to extract meaningful data from customer interactions, allowing for more effective tracking of quality assurance components and targeted coaching interventions. While some users note a potential learning curve with the system, they acknowledge the overall benefits of Tethr's coaching and training functionalities in improving customer experiences and agent performance.

### Data and Trend Analysis
Users consistently highlight Tethr's data analysis capabilities as a key strength, emphasizing its ability to quickly identify trends and extract valuable insights from customer interactions. While some users initially find the amount of data collected to be daunting, they acknowledge the benefits of having access to comprehensive data for making informed business decisions. Additionally, users appreciate the user-friendly interface and the support provided by Tethr in leveraging data to enhance operational efficiency and customer experience.

### Reporting and Dashboards
Users appreciate Tethr's reporting and dashboards for their user-friendly interface and the ability to generate customized reports tailored to their business needs. However, some users have expressed concerns about delays in updating data and limitations in the available dashboard options. Despite these drawbacks, many users find Tethr to be a valuable tool for tracking, reporting, and gaining insights into customer experiences, particularly in identifying areas for improvement in soft skills training.

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.

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.

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, sales and CX research. The solution also produces the Tethr Effort Index (TEI) a machine learning-based predictive customer effort score that helps enable users to track customer effort at a conversation-level, and drill down into high-effort interactions that are likely to create disloyalty and churn.

Zoom Custom AI Companion gives admins the ability to customize AI Companion outputs by accessing an organization’s internal data sources, as well as third-party applications within Zoom AI Studio for expanded knowledge, helping users drive decisions, actions, and complete tasks.

Zoom AI Companion

Dovetail, headquartered in Sydney, aims to enable the world to create better products and services through deep customer understanding. Dovetail states they empower 45,000+ people, from agencies to universities to Fortune 100 companies, to make sense of their customer research in one collaborative research platform.

Professional

Free

Dovetail

Tethr

Conversation Intelligence

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

Likelihood to Recommend

Conversation Intelligence Software Features

Conversation Intelligence Software Features allow users to automate various forms of conversation transcribing.

Speech-to-Text Transcription

Automatically transcribes audio recordings of conversations into text for easy review and analysis.

Keyword Detection

Identifies and highlights key words or phrases within the transcribed conversations to help users pinpoint important topics.

Sentiment Analysis

Analyzes the tone and sentiment of the conversation to determine the overall mood and sentiment of the participants.

Speaker Diarization

Separates and labels different speakers in the conversation, allowing users to track who said what during the discussion.

Call Recording Playback

Enables users to listen to recorded conversations for additional context and verification of the transcribed content.

Call Summarization

Provides a summary or overview of the conversation, highlighting key points and takeaways for quick reference.

Conversion Metrics

Tracks and measures conversation metrics such as talk time, silence duration, and engagement levels to evaluate communication effectiveness.

Keyword Search & Retrieval

Allows users to search for specific keywords or phrases within the conversation transcripts for efficient information retrieval.

Call Tagging

Enables users to tag conversations with labels or categories for organization and easy retrieval based on specific criteria.

Integration with CRM Systems

Integrates with Customer Relationship Management (CRM) systems to automatically log conversation details, update customer records, and track follow-up actions.

Maintenance Team Manager

Tethr 2022-04-08 23:49:19

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Room for growth

Call recordings

Bit challenging

Better access

Not as intuitive

Easy to adapt

Email support

Poor quality

Fast internet

Chat support

Easy to use

Internet connection

Control panel

Custom reports

Good internet connection

Monitor performance

Allows the creation

Good integrations

Pull reports

Sales performance

Home

Conversation Intelligence Software

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.

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.

Tethr

Overview

What is Tethr?