J.D. Power and Tethr Collaborate to Fuel Customer Experience Insights

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Built on the Tethr platform, J.D. Power Conversation Analyzer Brings Untapped Enterprise Value

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The combination of J.D. Power research, insights, and deep understanding of what makes customer interactions great with Tethr’s ability to organize conversation data creates something unique and powerful for the market. - Michael Vermillion, VP and GM, Customer Service Practice, J.D. Power

Tethr, the leading AI-powered conversational intelligence platform for listening enterprises, today announced a collaboration with J.D. Power to launch Conversation Analyzer, a diagnostic designed to identify actionable insights from customer conversations. J.D. Power is offering Conversation Analyzer to help clients uncover the massive value often hidden in phone calls, chats and other customer service interactions.

Conversation Analyzer is powered by Tethr and combines J.D. Power’s leading industry intelligence, data and benchmarks with voice of customer insights delivered from Tethr to help organizations explore and pinpoint the specific areas needing attention to improve customer experience.

How does Conversation Analyzer work?
Conversation Analyzer is a one-time assessment of up to 50,000 customer interactions that helps companies hone in on the specific areas that are driving negative customer experiences. With the diagnostic:

● An automated score is calculated for every interaction using the Tethr Effort Index (TEI), and Tethr surfaces the top drivers of poor customer service experiences and the effect of customer effort on loyalty.
● A J.D. Power consultant provides a review and readout of the results to help further isolate macro issues and prescribe best practices. Leaders can quickly find specific sub-optimal agent behaviors, saving QA and coaching time and allowing for effective behavior change.

TEI is the market’s first machine-learning based predictive effort score. TEI is an AI-derived metric, which measures the effort for each customer interaction based on more than 280 independent variables and thousands of discrete phrases and utterances. TEI is a composite index that can be used to reduce customer friction, improve rep performance, and benchmark the relative ease of customer experiences.

“The combination of J.D. Power research, insights, and deep understanding of what makes customer interactions great with the Tethr platform’s ability to organize unstructured conversation data and interface with our benchmarks creates something unique and powerful for the market,” said Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D. Power. “It’s our responsibility to deliver effective ways to improve customer experience and this collaboration with Tethr enables us to do that quickly by delivering transformative insights to our clients.”

“The depth and breadth of J.D. Power research and benchmarks across industries and channels leads the market,” said Matt Dixon, Chief Product and Research Officer at Tethr. “We’re thrilled to be collaborating with them, bringing the power of Tethr’s conversational analytics and insights together with J.D. Power’s best practices to help organizations optimize their service channels and deliver a superior customer experience.”

About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

About Tethr
Tethr’s vision is a world where every company listens, and every customer is heard. Tethr is a cloud-based conversation intelligence platform that combines powerful AI, machine learning and over a decade of customer experience and sales research to surface contextual insights from phone calls and other customer interactions. Customers are using Tethr to quickly, easily and accurately turn large amounts of unstructured voice of customer conversation data into insights that fuel smarter decisions and improved business performance, enabling them to become Listening Enterprises. For more information, visit tethr.com and follow Tethr on LinkedIn and Twitter.

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