Tethr, the leading research-backed conversation intelligence platform, announced a strategic partnership with InMoment. The partnership will deliver a seamless approach to visualising and actioning on conversation insights derived from Tethr’s platform. Insights from customer conversations from calls, chats, and case channels can be visualised alongside other channels, such as survey, social media, digital and video, all within the InMoment XI Platform. This omnichannel view will allow businesses to better understand interactions and eliminate friction.
The latest Forrester Wave report states that “integrating multiple feedback sources to create a holistic view of the customer is a priority for CX leaders”. Tethr and InMoment address this key objective. Insights coming from the Tethr platform into InMoment’s XI platform will help CX leaders quantify the impact of many customer experience and sales challenges, such as billing related issues, reducing overall call volumes, or effective objection responses.
Background on InMoment Experience Improvement (XI) Platform:
- Leading Customer Feedback Management (CFM) platform according to the 2021 Forrester Wave Report
- Over 3,000 global customers
- Provides a consolidated view of Voice of Customer (VOC) data across all channels
- Captures the holistic customer journey
- Actively combs through data to detect and alert on patterns, trends and anomalies as they occur
- Empowers companies to effectively manage, assign, track, prioritise, and remedy individual incidents and widespread occurrences
Tethr Conversation Analytics Platform features:
- Captures, structures and analyses two-way customer conversations occurring in voice, chat and case interactions
- Measures effort occurring in customer interactions, as well as agent performance, on every conversation through Tethr's AI-powered scoring models
- Surfaces opportunities for reducing customer effort in order to facilitate a better customer experience
- Cultivates methods for increasing customer loyalty and minimising churn
- Identifies behaviors of top performers enabling refined coaching opportunities
- Enables customers to benchmark performance of all scores and metrics against top performing companies
Brian Weiss, SVP, Technology & Solutions, InMoment, said: "We're pleased to announce the ability to use Tethr's advanced visualisation and sophisticated action plans within the InMoment XI Platform to help businesses improve their customers' experiences."
"It's about bringing together the right technology and expertise to accelerate the business value of customer experience programs."