Qovia

About Qovia

Creovai represents a strategic consolidation in the conversation intelligence market, officially formed in June 2024 through the merger of Tethr, a provider of AI-powered conversation intelligence software, and Awaken Intelligence, a developer of agent guidance software founded in 2019. This merger was driven by a vision to unify the fragmented sectors of post-interaction analytics and real-time agent assistance. The company is led by CEO Robert Beasley, who was the CEO of Tethr, and Chief Operating Officer Simon Black, the former CEO of Awaken Intelligence. In a subsequent development, Creovai was acquired by Capacity, an AI-powered support automation platform, in October 2025.

The company operates in the contact center software market, providing a B2B SaaS platform for a diverse client base that includes industries such as healthcare, financial services, utilities, and consumer goods. Creovai's business model is centered on subscriptions to its AI-powered software suite, which is designed to analyze 100% of customer interactions across voice and digital channels. The platform uses AI and machine learning to convert unstructured conversation data into structured, actionable insights. This enables contact centers to identify opportunities for reducing operational costs, minimizing customer churn, and increasing sales.

Creovai's product suite offers a dual-pronged approach. First, its conversation intelligence component provides post-interaction analytics, using prescriptive dashboards and over 1,000 pre-built insight categories to analyze call reasons, sentiments, and cost drivers. Second, its real-time agent guidance product, the Awaken CoPilot, assists agents during live interactions. This is accomplished through features like dynamic checklists, keyword-triggered alerts, and automated conversation summaries, all accessible within a unified interface. The platform integrates with major CCaaS and CRM systems like Salesforce, Zendesk, and Microsoft Dynamics 365. This integrated system creates a continuous feedback loop where insights from analytics are used to refine and improve the real-time guidance provided to agents.