Agent assist prompts make your answers powerful, personalized, and consistent
Response triggers based on 1000s of pre-built models proven to improve CX
Supervisor alerts allow you to monitor critical issues as they occur
Easy and fast configuration that gives you control
In-moment compliance checklists keep conversations on track
Alert agents if they miss a QA step before the call is over
Tethr Live finds the answers for your agent so they can move toward resolution
Configure prompts to link to knowledge base articles, troubleshooting guides, and more
Supervisor alerts show your team leaders when they need to intervene
Decide what events you want instant notifications for and easily configure them
Analyze historical customer interactions to identify drivers of cost, churn and sales opportunities - and configure Tethr Live to prioritize highest areas of impact
AI-generated call summaries provide post-call feedback to agents and surface coaching opportunities
Traditionally, contact center reporting occurred after calls ended. Now, using AI-powered speech analytics, Tethr Live can analyze conversations in real-time, giving contact center agents the ability to act and improve conversations in the moment. Real-time reports provide actionable insights for agents, such as if there is too much silence time. Call center supervisors who access real-time call analytics see a different set of real-time updates and key performance indicators, and can intervene when necessary with real-time coaching.
Agent assist is a function of real-time monitoring of customer conversations that gives agents real-time guidance on what they should say or do during customer calls. Prompts that pop up while agents are speaking to customers can help agents know what steps to take next, give them guidance, or provide knowledge base articles about common customer issues. This can help improve agent performance and customer experiences by reducing agent confusion or unnecessary delays in calls.
Tethr's agent assist capability focuses on the agent experience, giving them the information they need without too much distraction from the conversation.
Real-time data can alert supervisors to problems in the contact center as soon as they occur. Supervisors can also see real-time transcription of calls, and real-time insights, such as the customer's sentiment on a call. This allows for real-time coaching or supervisor intervention.
Overall, this can enhance your service level and improve customer satisfaction.
Customer experiences are better when they get solutions faster and accurate answers to their problems. Real-time agent coaching and agent assist can help lower average handle times, average hold times, and provide agents with answers to incoming requests automatically.