About
Tethr, operating under the Capacity platform, is a comprehensive AI-powered contact center solution designed to transform how businesses handle customer support and internal operations. It provides Intelligent Virtual Agents that automate self-service across chat, voice, email, SMS, and web channels — reducing inbound volume and freeing human agents for complex issues. For live interactions, Tethr's Agent Assist feature delivers real-time AI suggestions, call coaching, cobrowsing, and monitoring tools so agents can resolve issues faster and more accurately. The platform's Conversational AI capabilities include speech recognition, branded voice personas, sentiment analysis, and biometric authentication — giving contact centers a sophisticated, brand-consistent customer experience. Insights & Analytics tools allow teams to track KPIs, perform automated quality assurance (AutoQA), and gain predictive insights to continuously optimize performance. The Campaigns & Workflows module automates repetitive tasks like scheduling, surveys, and CRM updates through no-code automations and a developer platform for custom integrations. With 250+ prebuilt integrations covering CRM, helpdesk, payments, and more, Tethr fits into existing enterprise stacks seamlessly. It serves industries including banking, insurance, retail, education, and BPO. Whether you're running a large contact center or managing IT support, Tethr provides the AI infrastructure to cut costs, increase conversions, and deliver faster, smarter resolutions at scale.
Key Features
- Intelligent Virtual Agents: AI-powered self-service bots that handle customer inquiries across chat, voice, email, SMS, and web — deflecting volume and resolving issues 24/7 without human intervention.
- Real-Time Agent Assist: Provides live AI suggestions, call coaching, monitoring, and cobrowsing tools to help human agents resolve customer issues faster and more accurately during live interactions.
- Conversational AI & Speech Analytics: Advanced speech recognition, sentiment analysis, branded voices, and biometric authentication deliver a sophisticated, brand-consistent experience across voice channels.
- Automated Workflows & Campaigns: No-code automations and workflow tools handle repetitive tasks like scheduling, surveys, CRM updates, and email campaigns — streamlining operations across teams.
- Insights & AutoQA Analytics: Track agent and contact center performance with predictive analytics, automated quality assurance scoring, and actionable insights to continuously optimize customer interactions.
Use Cases
- A large insurance company deploys Tethr's Intelligent Virtual Agents to handle routine policy inquiries and claims status checks across voice and chat, reducing inbound call volume by over 40%.
- A retail contact center uses Agent Assist to provide real-time product recommendations and return policy guidance to live agents during customer calls, cutting average handle time significantly.
- An HR operations team automates employee onboarding workflows, benefits administration inquiries, and scheduling through Tethr's no-code automation builder.
- A BPO uses Tethr's AutoQA and speech analytics to automatically score 100% of agent interactions for quality assurance, replacing manual sampling and improving coaching efficiency.
- An IT support team integrates Tethr with their helpdesk and CRM to automatically create tickets, route issues, and follow up with users via AI-driven campaigns — reducing manual ticket management overhead.
Pros
- Omnichannel Coverage: Supports chat, voice, email, SMS, and web in a single unified platform, ensuring consistent AI-powered support across every customer touchpoint.
- Extensive Integration Ecosystem: 250+ prebuilt integrations with CRM, helpdesk, payment, and scheduling tools make it easy to deploy within existing enterprise tech stacks.
- End-to-End Contact Center Automation: Covers the full support lifecycle — from self-service deflection to live agent assist to post-call analytics — in one cohesive platform.
- Enterprise-Grade Security: Built with enterprise security standards including biometric authentication, compliance tooling, and robust data governance for regulated industries.
Cons
- Pricing Not Transparent: No public pricing is available; prospective customers must request a demo, which can slow down the evaluation process for smaller teams.
- Complexity for Small Teams: The breadth of features and enterprise focus may be overwhelming or over-engineered for small businesses or teams with simple support needs.
- Dependency on Capacity Platform: Tethr's features are now embedded in the broader Capacity platform, which may create confusion or require adopting a larger toolset than originally intended.
Frequently Asked Questions
What is Tethr and how does it relate to Capacity?
Tethr is a contact center AI platform that is now part of Capacity, an AI-powered customer support automation company. Capacity acquired Tethr's conversation intelligence capabilities and integrated them into its broader platform for contact centers.
What channels does Tethr support?
Tethr supports chat, voice, email, SMS, and web self-service channels, enabling omnichannel AI-powered customer support from a single platform.
Does Tethr require coding to set up automations?
No. Tethr offers a no-code workflow and automation builder for common tasks like scheduling, surveys, and CRM updates. A developer platform is also available for advanced custom integrations.
What industries does Tethr serve?
Tethr is designed for a wide range of industries including banking, credit unions, insurance, retail/ecommerce, education, automotive, beauty, and BPO, among others.
How does Agent Assist work?
Agent Assist listens to live customer interactions and surfaces real-time AI suggestions, relevant knowledge base articles, and coaching tips to help human agents respond faster and more accurately — without leaving their workflow.
