Rosemont, IL & Austin TX, USA, Nov 17, 2020 -- The Northridge Group, Inc., a provider in contact center and customer experience consulting, and Tethr, a conversation intelligence platform, announced the formation of a strategic partnership to help companies make better decisions using Voice of the Customer data. By teaming up, both companies are able to integrate domain expertise and human-assisted monitoring with AI-powered analytical capabilities, including audio transcription, to deliver a comprehensive set of customer experience solutions to their clients.
"Our research shows that a lot is riding on the level of service customers receive from contact centers and they will quickly migrate away from brands after just one poor service experience," said The Northridge Group’s CEO, Therese Fauerbach. "Together, The Northridge Group and Tethr will provide our clients with enhanced quality contact monitoring capabilities to unlock powerful insights enabling improvements in customer experience, sales conversion, agent performance, product intelligence, marketing effectiveness and compliance."
"Tethr customers consistently speak to the power of our platform and the ease with which they can gain valuable insights and teach our machine learning," said Tethr’s Chief Customer Officer, Steve Trier. "However, many companies need assistance with change management activities affecting their people and processes. The Northridge Group will bring the depth of expertise in call center, customer experience and sales required to help customers derive the most value from Tethr insights."
Posted by Veronica Silva Cusi, news correspondent
Tethr’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.
About The Northridge Group:
The Northridge Group is a management consulting firm specializing in Business Transformation Initiatives, Customer Experience, Contact Center Effectiveness, and Quality Monitoring Services. We lead with advanced data analytics and utilize business process redesign to deliver measurable outcomes for our clients. Founded in 1999, the firm serves Fortune 200 and mid-market enterprises in the healthcare, telecom, financial services, travel and transportation industries, as well as key government agencies.
Published: Wednesday, November 18, 2020
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