Introduction-Secure Assist

6 min

Next-Generation AI for Contact Centers

Overview

Secure Assist is Tetherfi's AI-powered agent assistance platform built for contact centers. It helps agents handle customer calls more effectively by providing real-time speech-to-text transcription, AI-generated call summaries, sentiment monitoring, and profanity detection — all within a secure, compliance-ready environment.

Supervisors get live visibility into agent activity, sentiment alerts, and profanity notifications, enabling faster intervention and better quality management.

Traditional call monitoring relies on manual reviews and small samples, leaving blind spots and delayed feedback. Secure Assist eliminates these gaps by delivering real-time insights across 100% of calls — empowering supervisors, agents, and businesses to stay proactive instead of reactive.

The Problem

Only a fraction of calls is typically reviewed, leaving compliance risks and customer dissatisfaction undetected. Supervisors struggle to coach agents effectively without timely insights. Businesses face rising costs and penalties from missed compliance breaches or unresolved escalations.

The Solution: Secure Assist

Secure Assist provides end-to-end intelligence for every call, in real time. Powered by advanced AI, it continuously analyzes conversations and delivers actionable insights to supervisors and agents alike.

Core Capabilities:

Real-Time Speech-to-Text – Accurate transcription of every customer interaction.

Automated Call Summaries – Save time with instant, structured recaps of conversations.

Sentiment & Emotion Detection – Identify frustration, escalation, or satisfaction instantly.

Quality Scoring – Objective, automated performance evaluation for every call.

Instant Alerts – Proactive notifications for profanity, compliance breaches, or risky behavior.

Key Value Propositions

✅ Monitor 100% of calls automatically – No blind spots, no manual effort. ✅ Detect issues instantly – Resolve customer frustration or escalation in real time. ✅ Faster coaching & resolution – Supervisors can guide agents live for better outcomes. ✅ Stay ahead of compliance risks – Mitigate regulatory exposure with immediate alerts. ✅ Unlock continuous improvement – Use analytics for smarter training, process efficiency, and long-term CX gains.

Business Impact

Supervisors gain full visibility and can intervene in real time.

Agents receive live coaching and actionable feedback, improving performance and confidence.

Businesses achieve higher efficiency, compliance, and customer satisfaction, while lowering operational and regulatory risks.

Secure Assist helps contact centers move from reactive monitoring to proactive intelligence — unlocking a new standard of compliance, efficiency, and customer experience.