Tethr

Tethr, which has now merged with Awaken Intelligence to form Creovai, operates in the conversation intelligence market, providing a sophisticated AI-powered platform designed to analyze customer interactions. The company was established in 2012 by a team of experts including Matt Dixon, a notable author in customer experience, alongside Gary Stout and Scott Attaway. The founding team's expertise in the science behind customer service and sales shaped the company's direction, focusing on translating academic research into practical business applications.

The core of the business revolves around its software-as-a-service (SaaS) platform that leverages machine learning to sift through vast amounts of voice and text-based customer conversations. This platform identifies critical insights related to customer effort, satisfaction, sales effectiveness, and operational efficiency. It serves businesses with contact centers, helping them to improve agent performance, enhance customer experience, boost sales, and lower service costs. The platform generates revenue through a subscription-based model.

Following its merger with Awaken Intelligence in 2023, the combined entity, Creovai, expanded its offerings to include real-time agent guidance alongside its post-conversation analysis capabilities. The platform's features include the ability to score conversations automatically, identify coaching opportunities for agents, and provide actionable insights that are directly linked to business outcomes. It integrates with various business systems such as Salesforce, Zendesk, and Zoom, allowing for a more holistic view of the customer journey. This strategic merger brought together Tethr's deep analytics with Awaken's real-time guidance, aiming to provide a comprehensive solution for contact center optimization.

Keywords: conversation intelligence, speech analytics, AI platform, customer experience, contact center AI, agent guidance, text analytics, SaaS, customer service analytics, sales effectiveness