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News : Etech and Tethr Strengthen Partnership to Transform Conversation Insights

#contactcenterworld, @etechGS, @tethr_io

Nacogdoches, TX, USA, Apr 4, 2024 - Etech, a global BPO (contact center) solutions provider, recently announced it has doubled its investment in Tethr’s AI-powered conversation analytics software. Etech and Tethr began their strategic partnership in 2016, and the two companies bring a combined 30+ years of customer service industry expertise to their call center customers.

Tethr’s conversation analytics engine powers Etech’s QEval, a platform that delivers relevant, actionable insights to call center agents, managers, and supervisors. Tethr analyzes unstructured data from customer conversation channels–including voice, chat, cases, and surveys–and uncovers insights into agent performance, opportunities for operational improvements, factors impacting the customer experience, and more. Etech’s QEval packages those insights in user-friendly dashboards and reports with a focus on improving the effectiveness of agent coaching.

Etech chose to increase its investment in Tethr to empower its customers to not only meet but exceed their key performance indicators. "Driving sustained improvements in agent performance requires a comprehensive view into 100% of customer conversations across all channels," states Manu Dwievedi, Director of Etech Insights. "Tethr's conversational analytics engine allows us to effortlessly capture, transcribe and analyze every utterance - transforming previously untapped voice data into revelatory insights. By delivering these concrete, multi-dimensional insights through our QEval platform, we empower supervisors to provide highly contextual coaching and agents to self-evaluate in a continuous improvement loop. This closed-loop system is key to improving metrics like CSAT, NPS, conversions and operational efficiency."

"The partnership between Etech and Tethr is crucial for transforming how contact centers leverage conversation data to elevate the customer experience," says Jim Iyoob, Chief Customer Officer at Etech Global Services. "Together, we are breaking down data silos and ensuring relevant insights are surfaced to the right roles at the right time. Speech analytics and quality assurance should empower agents and supervisors, not create more work. By combining our complementary technologies, we provide clear actionable insights, enable self-guided training, and ultimately reduce operational effort while driving better performance and improving customer satisfaction."

"We’re thrilled to be expanding our partnership with Etech," says Robert Beasley, CEO of Tethr. "Our partnership is built on a shared commitment to helping companies tangibly improve their agent performance and customer experience. With Tethr and Etech’s QEval, call center leaders can uncover data-driven recommendations that they can put into practice right away, allowing them to uplevel agent performance, reduce agent turnover, and accelerate agent onboarding to see a return on their investment in weeks."

#contactcenterworld, @etechGS, @tethr_io

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.einnews.com


About Etech Global Services:
Company LogoEtech Global Services is a provider of intelligent sales and service solutions utilizing inbound and outbound voice and web chat. We understand the importance of customer relationships. That’s why all of our solution strategies are driven by the ‘voice of the customer’. Our stringent QA process ensures an ever-improving customer experience. We also gather critical business intelligence data from each customer interaction. And we do everything with the highest integrity and quality possible. These differences allow us to provide industry-leading service, stellar CSAT scores, and high performing sales and service solutions that enable our clients to increase revenue and delight their customers.
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About Tethr:
Company LogoTethr’s vision is a world where every company listens, and every customer is heard. Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales research to surface contextual insights from phone calls and other customer interactions. Customers are using Tethr to quickly, easily and accurately turn large amounts of unstructured voice of customer conversation data into insights that fuel smarter decisions and improved business performance, enabling them to become Listening Enterprises.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

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2024 Buyers Guide Surveys

 
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Pointel

Survey360
Pointel Survey360 is a closed-loop feedback solution designed for business users to create and manage surveys. It is equipped with the ability to capture and analyze data in real-time.

Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.
 

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