ACT selects Tethr to Provide AI-enabled Innovation to BPO Industry
ACT and Tethr announce the signing of a multi-year agreement for Tethr’s communications intelligence platform to improve business performance for ACT and its clients
Berwyn, PA, February 15, 2018 – The new agreement will help ACT transform its contact centers into insight centers with Tethr’s distinctive combination of machine learning and a decade of Fortune 2000 best practice research on customer loyalty. Tethr will provide a deeper understanding of the context and value of conversations between customers and agents, improving ACT’s own operational effectiveness, as well as driving top and bottom-line performance improvements for its clients.
“Tethr has taken an age-old problem and solved it. Until now, contact centers could listen to only 1-2% of call traffic due to high effort and cost restraints. Now, with Tethr, organizations can understand not only what, but why customers feel the way they do,” said Hunter Croft, Executive Vice President for ACT. “The platform unlocks the context of each conversation and how behaviors that are present – or absent – drive economic and customer experience outcomes. The speed and simplicity of gaining these insights is what really sets the platform apart from anything we’ve seen.”
ACT serves a variety of leading brands and agencies in the private and public sectors through its network of over 6,500 agents within 15+ global contact centers.
“ACT has a tremendous reputation in the market and recognized the need and opportunity to differentiate its core services through the use of emerging technologies like machine learning,” said Rick Tober, President and Chief Operating Officer of Tethr. “BPO firms around the globe are trying to deal with commoditization, and the economic and competitive pressures that accompany that trend. We are thrilled to partner with ACT to spearhead the movement toward solving these issues through AI-enabled communication intelligence.”
Enterprise Benefits and Value
Voice data is the largest untapped set of customer insights on the planet, causing revenue and margins to bleed out of enterprises every day. Tethr is a first-of-its-kind cloud-based platform that listens to the context of the entire conversation and produces insights as they relate to financial outcomes for care, sales and regulatory compliance. Those insights are shared downstream with other client tools used to enhance business performance. This enables staff to leverage unlocked insights without the need for data scientists, consultants or professional service engagements. Tethr is architected, built, scaled and secured for enterprise class value delivery and is a HIPAA-compliant, HiTrust-certified and PCI-V3.2L1-certified platform.
Advanced Call Center Technologies is a complete end-to-end, multi-channel customer communications provider capable of integrating many facets of a business’ daily operations, management, and back office logistics. Founded in 1997 and headquartered in Berwyn, PA, ACT provides CRM outsourcing programs for customer service, sales support, fraud and dispute management, claims processing, and a wide variety of custom solutions for some of the top companies in the United States. Learn more at acttoday.com.
Tethr helps organizations unlock value from the voice channel. Tethr’s communications intelligence platform combines powerful AI and a decade of customer research to analyze phone calls and offer insights that can improve sales, loyalty, efficiency and compliance. Learn more at tethr.com.