Tethr is a conversation intelligence platform with outdated AI capabilities for mid-sized businesses. The depth and detail of customer and agent performance insights are restricted due to Tethr’s underlying technology to only detect predefined keywords and phrases.
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Tethr’s QA scores are based on how your metrics fit within their system rather than scoring to your specific performance metrics. Their TEI and AIS are not based on your specific business needs and even their scoring ‘customizability’ is dependent on how your metrics map to what is already in their system. As every team and company has unique agent performance and quality assurance requirements, a generalized approach is not accurate or applicable.
Playvox serves as a lightweight solution mainly utilized for staff management, scheduling, and capacity planning. While it offers certain restricted quality assurance capabilities, these are confined to text-based channels and come with limited automation features.