At a glance

The Problem

Companies both large and small need their customer-facing employees aligned with the company's current messaging. This can be incredibly challenging. Before Tethr, companies would record phone calls and spot-check random agent-customer interactions for compliance and best practices.

Tethr automatically documented and analyzed employee-customer interactions in an easy-to-use web experience. We found that immediate and actionable feedback that didn't rely on digging through call recordings, note-taking or the employee's self-awareness was far superior. By aggregating thousands of conversations, companies could better understand performance, manage compliance risks, and develop new learning tools. The end result was on-message employees and better outcomes for customers.

Concept Development

I worked through several concepts before settling on the double wave-form inspired UI. It starts with the familiarity of working with audio. Callouts along the wave-form highlight key moments in the conversation, making it easy to visualize the flow of the conversation. The component is mobile-friendly, suitable for conversations of various lengths, and allows for seamless navigation.

With the detail view as a foundation, building additional views on top of it was a breeze. The first step is to define a persona or profile with particular interests, expressed as a series of filterable expressions. The results then display in a traditional business intelligence-style view. With integrations, this streamlined approach enables executives to extract value from Tethr through their favorite business intelligence (BI) platform.

Check it out

Visit Tethr.