Crisp

Company Overview

Tethr, established in 2012 and headquartered in Austin, Texas, is a prominent provider of AI-powered conversation intelligence and speech analytics solutions. The company specializes in transforming unstructured customer interaction data into actionable insights, enabling organizations to enhance customer experience, boost sales, and ensure compliance. Tethr’s platform seamlessly integrates with various communication channels, including telephone, mobile, and VoIP services, to capture and analyze customer conversations.

Mission and Core Values

Tethr is committed to empowering companies to improve customer experiences by effectively listening to their customers. The company’s core values are encapsulated in the acronym LISTEN:

• Listening: Emphasizing the importance of attentively engaging with teammates, customers, and stakeholders to drive positive impact.
• Innovation: Focusing on developing creative solutions that address both known and unidentified customer needs.
• Stewardship: Building trust with customers, employees, and shareholders through responsible decision-making and actions.
• Teamwork: Fostering a collaborative environment that enhances the collective impact on customers.
• Effortlessness: Striving to make solutions user-friendly and the company easy to do business with.
• Nimbleness: Adapting swiftly to changing customer needs and delivering value promptly.

Product and Services

Tethr offers a cloud-based platform that records, transcribes, and analyzes customer interactions across multiple channels. The platform’s AI-enabled analytics engine provides deep insights into conversations, assisting organizations in identifying cost drivers, reducing customer churn, and uncovering sales opportunities. Key features of Tethr’s platform include:

• Real-Time Agent Assist: Providing agents with immediate insights and guidance during customer interactions to enhance performance and customer satisfaction.
• Predictive Customer Satisfaction (CSAT): Utilizing AI to predict customer satisfaction scores, enabling proactive management of customer relationships.
• Quality Assurance Automation: Automating the evaluation of customer interactions to ensure consistent service quality and compliance.
• Advanced Analytics: Delivering comprehensive analyses of customer interactions to inform strategic decision-making.

The platform integrates with leading Customer Relationship Management (CRM) and Business Intelligence (BI) tools such as Salesforce, Oracle, Tableau, and Microsoft Dynamics, ensuring a seamless flow of information across systems.

Industry Applications

Tethr’s solutions are applicable across various industries, including:

• Financial Services: Enhancing customer service and ensuring compliance with industry regulations.
• Insurance: Managing complex customer interactions and improving policyholder experiences.
• Utilities: Resolving customer issues efficiently and improving service delivery.
• Healthcare: Analyzing patient interactions to improve service quality and patient satisfaction.
• Travel and Hospitality: Enhancing guest experiences through better understanding of customer interactions.

Leadership Team

Tethr’s leadership comprises experienced professionals dedicated to advancing the company’s mission:

• Robert Beasley: Chief Executive Officer and Board Member
• Ross Jones: Chief Financial Officer and Board Member
• Steve Trier: Chief Operating Officer, Chief Product Officer, Executive Vice President, and Chief Customer & Strategy Officer
• Adam Larsen: Chief Technology Officer
• Gary Clark, JD: Legal Counsel & Advisor

The board of directors includes individuals such as Alonso Galván (Chairman, IAG Capital Partners), Daniel Frawley (Falmouth Ventures), and Giles Whiting.

Funding and Financials

As of December 2021, Tethr has raised approximately $91.4 million over ten funding rounds. The latest round, a Series B funding in December 2021, secured $15 million with participation from investors including IAG Capital Partners, Kline Hill Partners, and Falmouth Ventures.

Strategic Partnerships and Developments

In June 2024, Tethr merged with Awaken Intelligence to form Creovai, a company focused on delivering AI-powered contact center software. This strategic move aims to enhance Tethr’s capabilities in providing advanced conversation analytics solutions to its clients.

In April 2024, Etech, a global BPO solutions provider, announced it had doubled its investment in Tethr’s AI-powered conversation analytics software. The partnership between Etech and Tethr began in 2016, bringing together over 30 years of combined customer service industry expertise to call center customers.

Awards and Recognition

In December 2023, Tethr was named a “Hot Vendor” in conversational AI by Aragon Research at Transform 2023, the independent research company’s annual awards ceremony.

Customer Success Stories

Tethr’s platform has delivered significant improvements for its clients, including:

• 27% Reduction in Churn Risk: By identifying factors contributing to customer dissatisfaction, enabling proactive retention strategies.
• 218% Increase in Sales Conversions: Through insights that inform effective sales tactics and agent coaching.
• 28% Reduction in Repeat Callers: By addressing root causes of repeat contacts, leading to more efficient operations.
• 80% Reduction in Quality Assurance Call Monitoring Time: Through automated evaluation of customer interactions, streamlining the quality assurance process.