Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
282
MEMBER
Chai Domingo
Director, Contact Center
368
MEMBER
Andre Djuarsah
Assistant Vice President
611
MEMBER
Usaia Tukana
Frontline Trainer
10

News : Tethr and Awaken Intelligence Join Forces to Accelerate Contact Center Modernization

#contactcenterworld, @tethr_io, @CallScripter

Austin, TX, USA and London, UK, June, 2024 - Tethr, a provider of AI-powered conversation intelligence software, and Awaken Intelligence Ltd., a contact center solutions and agent experience provider, announced that the companies have signed a definitive agreement to merge. The combination brings together two providers in customer service and agent experience solutions to provide a comprehensive platform for AI-powered conversation intelligence and agent guidance. Signifying the power of combining these technologies, the combined company will be renamed Creovai, representing a new industry model for AI-powered customer insights and automation. Creovai, derived from "to create" in Latin and "to believe" in Spanish, provides AI-powered intelligence that contact center leaders can trust.

Current customers of Tethr and Awaken will not experience any change in services or performance because of the merger. Customers will however now be offered the opportunity for enhancements available from the synergy of these two companies.

"By combining Tethr and Awaken, we're excited to provide the contact center industry with the most powerful AI-powered conversation intelligence and agent guidance capabilities to help fuel future innovation." – Robert Beasley, Creovai CEO

As AI enables massive changes in how consumers interact with businesses, contact center teams and customer experience (CX) professionals are increasingly looking to optimize the experience for their customers and their front-line agents. Insights from customer conversations can signal high-impact opportunities for CX enhancement and provide an invaluable understanding of agent performance, leading to immediate and long-term CX improvements.

But, despite the opportunity, many organizations struggle to optimize both the customer and agent experience in a unified, comprehensive, modern, and easy-to-use platform. The combination of Tethr and Awaken is poised to address this challenge head-on.

"For a decade, Tethr has been putting AI and machine learning technology to work, helping innovative contact center and CX teams drive meaningful business improvement to their operations," said Robert Beasley, CEO of Tethr and now Creovai. "By combining forces with Awaken and their agent guidance capabilities, we're excited to provide the industry with the most powerful AI platform to help fuel future innovation. We're thrilled to welcome our new teammates from Awaken as we look to transform the CX and agent experience landscape together."

"We started Awaken to take what we've learned from years in the contact center market and develop cost-effective, flexible, and easy-to-use software that improves the experience at the heart of our customers' operations – the front-line agent. In Tethr we found a kindred spirit equally focused on improving contact center operations while speeding time to value for customers. This combination of our companies will accelerate our mission and expand access to our products to an even broader set of organizations," said Simon Black, CEO of Awaken and Creovai COO. "Tethr's leadership position in the contact center industry makes it an ideal partner and we're thrilled to work with our new teammates for the next phase of our journey."

"It's exciting to bring Tethr and Awaken together at a time where both an organization's ability to service their clients and look after their frontline customer-facing staff has never been under greater scrutiny," said Chris Robinson, Director and Executive Chairman of Awaken and Chief Strategy Officer of Creovai. "The forming of Creovai will be a change for good, helping customer service leaders understand their true performance picture and giving them the actionable capacity and insights to bring about the changes they need to make."

#contactcenterworld, @tethr_io, @CallScripter

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


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 Twitter   Company LinkedIn   Company Profile Page

About CallScripter:
Company LogoCallScripter is a contact centre scripting software solution internationally, designed to increase contact centre productivity whilst improving agent and business efficiency. With over a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe. CallScripter are a division of IPPlus plc, the AIM listed business services organisation, whose interests include software and outsourced contact centres. The CallScripter headquarters are based in Ipswich, UK with regional partners worldwide.
Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Let Your Agents Do the Talking

Read today's tip or listen to it on podcast.

Published: Monday, June 10, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

My Role As A CX Champion In My Company
WATCH

Coming up this Week

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 7955 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 7971 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 2894 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =