Tethr, a Creovai company

We've got some big news: Tethr and Awaken Intelligence are merging to become Creovai! We couldn't be more excited to come together with the Awaken team. By joining forces as Creovai, we’re equipping our customers with the data and insights they need to improve the agent and customer experience and maximize their business outcomes. You can learn more about our merger here: https://bit.ly/3yEybHt Follow us to keep up with the latest updates!

Your customer conversations are your contact center’s best source of insights. But very few contact centers are using those insights to improve their real-time interactions. There’s a huge opportunity to gain a CX advantage with intelligent guidance. Intelligent guidance is the practice of applying insights from conversation data to real-time agent assistance technology. Contact centers can analyze interactions at scale to learn what is and isn’t going well--and they can apply those insights to their real-time scripts, workflows, and prompts to help agents be as successful as possible. For example, if you discover many agents are struggling to answer a particular customer question, you could add a real-time prompt or workflow step that walks them through the best response. Or if you find one specific save offer is better than others at preventing cancellations, you could trigger a prompt with that save offer when a customer mentions they’re thinking of cancelling. In our new blog, we talk about how intelligent guidance works and give more examples of how it can help you lower operational costs, reduce customer churn, and increase revenue: https://hubs.la/Q03bK20c0 #ContactCenters #CX #CustomerInsights

Your customer conversations are your contact center’s best source of insights. But very few contact centers are using those insights to improve their real-time interactions. There’s a huge opportunity to gain a CX advantage with intelligent guidance. Intelligent guidance is the practice of applying insights from conversation data to real-time agent assistance technology. Contact centers can analyze interactions at scale to learn what is and isn’t going well--and they can apply those insights to their real-time scripts, workflows, and prompts to help agents be as successful as possible. For example, if you discover many agents are struggling to answer a particular customer question, you could add a real-time prompt or workflow step that walks them through the best response. Or if you find one specific save offer is better than others at preventing cancellations, you could trigger a prompt with that save offer when a customer mentions they’re thinking of cancelling. In our new blog, we talk about how intelligent guidance works and give more examples of how it can help you lower operational costs, reduce customer churn, and increase revenue: https://hubs.la/Q03bK20c0 #ContactCenters #CX #CustomerInsights

Exciting news! Creovai is heading to the Customer Connect Expo Vegas 2025 as a proud sponsor. Join us at booth 404 to explore the future of intelligent guidance, operational excellence and contact center innovation. Will you be there? For more details, check out: https://hubs.la/Q03bkZY00 We can't wait to connect with you! #Events #Creovai #Networking

There's a new change to the world of contact center technology: intelligent guidance. Meet Creovai’s Real-Time Agent Guidance and Conversation Intelligence technology—a dynamic duo designed to improve agent performance and give businesses a CX advantage. Combining our Guidance and Intelligence software helps contact center leaders make informed CX decisions and helps agents resolve issues confidently and efficiently. How do you think this innovative combo could transform your team's performance? Head to our website for all the details. #CX #CustomerService #AI #CallCenter

The secret sauce when it comes to guiding your agents? Intelligence. Intelligence in the form of context, knowledge, empathy, and persuasiveness. That means: ?? Helping them understand if a customer has been in contact before, and if they have, what was discussed ?? Arming them with the right information at the right time to solve the customer issue ?? Giving them physical clues, such as spotting a vulnerable customer ?? Relaying best practice for better conversion rates ? Many people are happy to self-serve their issue digitally, until it doesn’t work. Then they absolutely want to speak to a human. Immediately. When they speak to that human, they want one thing. Resolution. Do your agents have the necessary tools to give that to them? Learn more about Agent Guidance, here: https://lnkd.in/gZ6BwH85

*Read full post for a surprise! (Hint: it involves saving $$$).* Join us at the Customer Connect Expo in Las Vegas this April 16th and 17th at the Las Vegas Convention Center! Creovai will be at booth 404 sharing insights, connecting with industry attendees, and handing out some powerful swag.?? For a limited time, grab your tickets at HALF PRICE! Enjoy 50% off all attendee passes with the link in comments. Don't miss this opportunity to elevate your business strategies and network with the best. We hope to see you there! #CustomerConnectExpo #Innovation #Networking #Event

Are you using AI in your contact center? If yes, what use cases are you applying it to? Removal of manual tasks? Generating content? Assisting agents? We’d love to know. Here at Creovai, we’re excited about the next evolution of AI. Agentic. Autonomous #AI systems that have decision-making abilities and can act independently to achieve specific goals. That means: ?? Analyzing customer conversations and using the insights to fire workflows ?? Modeling best practice service or sales answers from previous interactions and feeding them to agents exactly when they need them ?? Logging crucial sales and marketing information that would normally be missed Agentic AI will help you reduce customer churn, improve sales, and lower your operational costs. But you need to understand how to use it to its full potential. It’s going to move quickly and we’re excited to see where it goes. #agenticai #contactcenter #cx

Everyone’s talking about Agentic AI - but what will it mean for the contact center? ? In our latest blog, Creovai’s Chief Product Officer, Geouffrey Erasmus, digs in to the practical use cases for Agentic AI in the contact center and shares his top tips for successful adoption. https://bit.ly/41me2lz #contactcenter #agenticai #ai #cx

We're back with the next edition of: CX Leaders Share Their Experiences as Customers! This time, we’re featuring Jonathan Mckenzie, Sr. Contact Center Product Manager at 8x8. We asked Jonathan about a recent experience of his as a customer, and where the future of CX is headed. Q: Can you share a recent frustrating customer service experience? JM: “A major airline redirected my flight, and I was promised reimbursement for my onward travel. I submitted my claim online—no response. After chatbot loops, endless calls, and transfers to agents that had me waiting for 8 hours with no handover, I managed a handover—but there was no context. Very frustrating. Finally, after 70 days, I got reimbursed. No proactive updates, just a broken, siloed and failed attempt at virtual digital automation, and no self-service system. Airlines need AI-driven support integrated with CRM, not isolated bots.” Q: What are the biggest recent advancements in the contact center? JM: “For years, people thought voice was declining—but generative and conversational AI have revived it. Post-COVID, brands went digital-heavy. But now, many are rediscovering voice as a key channel. AI-driven virtual agents reduce call abandonment, improve handle times, and provide deeper insights—improving efficiency, not replacing agents.” Q: How do these advancements improve contact center performance? JM: “Scalability. AI-powered co-pilot and agent assist accelerate onboarding, providing real-time knowledge, suggesting the next best action, integrating with CRM systems, analyzing sentiment in context, and summarizing conversations.?AI absorbs surges, reduces wait times, and simplifies IVR menus. It gets customers to the right place and flattens the IVR menu structure in one swoop.” Q: How can contact center leaders choose AI vendors? JM: “Many vendors are overpromising with generative AI models. While NLP is still great for many use cases, adding in a generative AI model makes NLP ready for any complex conversations. Leaders can layer AI—starting with NLP and escalating to an LLM as and when needed, with the ability to use an LLM of choosing at whichever stage of the call it is required–and never be boxed in. Flexibility, scalability and adaptability matter—areas Creovai and 8x8 excel at.” Q: What trends should we watch for in 2025? JM: “Tier 1 AI agents are automating routine tasks, allowing agents to specialize. Companies are using bots for basic inquiries, then retraining agents for higher-value roles. LLM-powered analytics are unlocking deeper, more actionable data. What if a customer simply requests an address change, but is actually moving because they just got married and had a baby? That’s valuable insight. Agent assist technology will continue improving CX by empowering agents with real-time insights, automated support, and intelligent recommendations." Be sure to follow Creovai's page for more industry-expert interviews and insights! ? #CX #ContactCenter #AI #ML