Agents are under constant pressure to resolve customer issues instantly, within a single session. To respond at the speed of now, agents need:
Single View
A single view of the customer and their customer journey
Mult-Channel
The ease in handling multi-channel interactions within the agent desktop
Contextual
Instant access to contextual and comprehensive customer insights
A widget-based agent desktop that reduces average handle time (AHT) and increases first-contact resolutions (FCR)
Tetherfi Multimedia Agent Console (TMAC) is a unified agent desktop solution that funnels customer interactions from different touchpoints into to single view. TMAC comes with pre-built integration for leading telephony platforms, CRM, Social Media Channels and other critical contact center applications. With TMAC, you can
Ensure agents have unified access to all the right information
Auto-configure agent desktops with contextual widgets
Build custom widgets effortlessly using the desktop designer
Effortlessly customise the desktop both at an agent and enterprise level
A Single Source of Truth To Enable Faster and Single Session Resolutions
TMAC ensures agents have access to the right information without having to switch application and windows. It auto-configures the agent desktop with contextual widgets and enables faster single session resolutions.
Inbuilt call, chat, email, video & social interaction control
Pre-built scripts for faster response
Desktop designer for custom widgets
Instant collaboration and conference
Supervisor controls such as agent view, coaching, silent Monitoring & barge-in
Customisable themes & preferences
Customer Journey & Sentiment tracking
How Does TMAC Work?
Boost Agent Performance. Drive Quicker Single-Session Resolutions.
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Benefits
for the Agent
Easy to use GUI
No more screen toggling
Single source of truth
Guided scripts & templates
Faster & quicker resolutions
Reduced after call work
Benefits
for the Customer
Low effort agent interactions
No need to repeat information
Faster, single session resolutions
Personalised experience
Better and accurate answers
Shorter interaction duration
Hyper-personalized service
Benefits
for the Enterprise
Higher Customer Satisfaction
Enhanced Agent Productivity
Reduced training requirements
Lower Agent Turn over
Real-time monitoring & reporting
Higher security & compliance
Reduced 3rd party dependence