As AI continues enabling significant change in how consumers interact with businesses, contact centers are looking to the intelligent technology to help optimize call center experiences (for both their customers and their agents alike). Insights from customer conversations can present companies with prime opportunities for CX enhancements; they also provide greater understandings of agent performance, leading to immediate and long-term CX improvements. Despite this, many organizations still struggle to optimize both the customer and agent experience in a unified, comprehensive, modern, and easy-to-use platform.
In this vein, AI-powered conversational intelligence company Tethr and contact center solutions provider Awaken Intelligence Ltd. recently announced a definitive agreement to merge the two companies. The goal of the merger is to combine the expertise of a customer service and agent experience solutions provider with AI-powered conversation intelligence and agent guidance for a smarter contact center experience. The new, combined company will be called Creovai, combining the term “AI” with the Latin word that means “to create.”
Tethr's conversation intelligence platform uses 1.) AI to analyze conversations across all customer engagement channels, and 2.) surface insights that organizations can use to improve their customer experience while decreasing customer churn, reducing operational costs, increasing sales, and enhancing agent performance. Similarly, UK-based Awaken specializes in providing AI solutions to improve the agent experience. The Awaken CoPilot product, powered by Microsoft Azure's OpenAI capabilities, is a secure and easy-to-use real-time assistant that guides agents and improves their ability to manage complex customer interactions.
Thus, the combined organization went on to note that current customers of Tethr and Awaken will not experience any change in services or performance because of the merger. Customers will, however, now be offered the opportunity for enhancements available from the synergy of these two companies.
"For a decade, Tethr has been putting AI and machine learning technology to work, helping innovative contact center and CX teams drive meaningful business improvement to their operations," said Robert Beasley, CEO of Tethr and now Creovai. "By combining forces with Awaken and their agent guidance capabilities, we're excited to provide the industry with the most powerful AI platform to help fuel future innovation. We're thrilled to welcome our new teammates from Awaken as we look to transform the CX and agent experience landscape together."
Edited by
Alex Passett
