Tetherfi OCM Agent Assisted Service - tetherfi
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Tetherfi OCM Agent Assisted Service

Making Every Interaction Count

Tetherfi Configuration Management Module

Tetherfi Live Agent Interaction Channels

Tetherfi Web Video, Audio & Chat Channel

Tetherfi Universal Queue Manager

Tetherfi Multi-Media Agent Client

Tetherfi Business Layer

Tetherfi Voice Biometric Authentication

Tetherfi Authentication Integration

Tetherfi CRM Integration

Tetherfi Reporting & Dashboard

Tetherfi Call Back

Tetherfi Dialer

Introduction

Tetherfi OCM Agent Assisted Service is an integrated suite of products that enables customers to interact with Agents, Subject Matter Experts, Relationship Managers, Supervisors etc. across multiple channels with secure identification & verification methods integrated with existing voice infrastructure, CRM & core back end applications.

Key component of Agent Assisted Service is Tetherfi Multi-Media Agent Client. TMAC is conceptualized, designed, developed and deployed with the very intent of empowering agents to interact with Service Providers customers across multiple channels, have 360 degree view of authenticated customer & ability to complete the interaction efficiently and effectively creating a positive impact on customer service & cost center performance indicators.

Unique Capabilities

Efficient and Scalable

Universal Queue manages queue efficiently and effectively, optimizes CC resources, provides ability to prioritize contact/ interaction depending on contact profile, and allows callback option for contact in queue. It ensures both customer service & contact center optimization objectives are met at all times.

Support Multiple Channels

Supports interactions across multi-media channels including SMS, Email, IM, Social Media, Web Chat, Audio & Video with Co-Browsing.

Secure Single Sign-On

Leverages the same business layer to interact with the host/ backend applications as done by self-service solution to help respond to the customer inquiry or complete a transaction. Business layer encapsulates 65+ interactions, transactions delivering consistent, unified response across all channels.

Multiple Tabs Concurrently

TMAC eliminates the need for physical phone, CTI integration & CRM for agents to support and deliver agent assisted service across all multi-media channels. TMAC empowers agents with relevant interaction history and 360-degree view of authenticated customer enabling improvement in FCR, CCR, AHT, and Customer Service etc.

Text Content Analysis

TMAC is an efficient, scalable, software only agent client solution (thick-client & thin-client). It pprovides real-time decision capability that can help agent behavior and maximize performance management with integrated wallboard & real-time speech analytics. Additional features include Call Back, Customer Survey (Voice & SMS) functionalities.

Secure Transaction

TMAC enables secure transaction using multi-factor authentication TPIN, SMS OTP & Voice Biometrics.

Benefits

Reduce CC operating costs

Improve customer experience

Improve agent experience

Core products of Tetherfi OCM Agent Assisted Service Solutions are:

TCMM – Tetherfi Configuration Management ModuleTCMM is one of the key components that enable Omni Channel self-service interaction. With TCMM, its easy to design Interaction Workflows with ZERO programming not just for Voice but across all channels including SMS, Email, IM, Social Media and Web Chat. TCMM helps enable Omni Channel Self-Service enablement, whether sequential by channel or in cluster or all together
TCMM leverages pre-recorded audio & video messages, Text, Speech Intent to response mapping, business layer etc. to help configure an interaction (or dialog) that is delivered by IVR, Visual IVR and Virtual Agent for SMS, Email, IM, Web Chat, Social Media- private messaging channels.TCMM also helps to create & manage outbound campaigns for Customer Service, Sales & Marketing, Collections & Research. Other uses include Branch Location mapping, Holiday table etc.Request for DemoContact Us!
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TLAI@Channel – Tetherfi Live Agent via Voice & Alternate ChannelsTetherfi Live Agent Interaction Channels allows Voice (Via IVR) or TEXT interactions (via Virtual Agent) to be transferred to a Live Agent via Tetherfi Universal Queue Manager when the Self-Service layer is unable to close / complete the interaction or contact chooses to interact with live agent (if option) offered instead of continuing with the Self Service. In addition, it is also possible that no self-service option exists and all interactions when initiated are agent-assisted interactions by default. In addition to Voice, the Text channels supported are SMS, Email, IM (e.g. Whatsapp) & Social Media – Private Messaging.  Channels can be enabled per the road map of the Omni channel program whether sequential, in cluster or big bang all at once.Request for DemoContact Us!
TVIDEO – Tetherfi Web Chat, Audio, Video with Co-browsingTVIDEO is end-to-end Text Chat, Audio & Video integration from a web page or mobile app with a call/ contact center environment. Tetherfi, by leveraging the existing technologies of SIP & Video over FLASH-RTMP have developed a unique integrated communications framework that enables collaboration with contact center over web Internet initiated either by web browser or mobile app.  Our solution does not require any plugins or ActiveX or any software installed at the client, only requires a web-browser and FLASH player (of course webcam).Request for DemoContact Us!
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TUQM
TUQM – Tetherfi Universal Queue ManagerTetherfi Universal Queue Manager TUQM is an advanced concept in contact centre design whereby multiple communications channels (such as Voice, SMS, Email, Social Media, Web Chat, Web Audio & Video) are integrated into a single ‘universal queue’ to standardise processing and handling. TUQM automatically pushes a seamless flow of work throughout the day to agents – based on their skills, availability and customer priority. This intelligent routing system determines when active channels, like voice, should take precedence over passive channels, such as email. TUQM balances multiple goals and objectives of delighting customers, empowering agents & resource optimisation.Request for DemoContact Us!
TMAC – Tetherfi Multi-Media Agent ClientTetherfi Multil-Media Agent client (TMAC) is conceptualized, designed, developed and deployed with the very intent of empowering agents to interact with Bank’s customers across multiple channels, have 360 degree view of authenticated customer & ability to complete the interaction efficiently and effectively. TMAC gives agents the tool they need to serve customers in an Omni Channel world including Voice, SMS, Email, Web Chat, Web Audio & Video with Co-browsing & Social Media. Channels can be enabled per the road map of the Omni channel program whether sequential, in cluster or big bang all at once. It is a browser based (thin-client) application that provides all features & functionalities required for the contact handling and presents all the required information in a precise/usable way to the agent.
TMAC@Channel works in close handshake manner with Tetherfi Multi-Media Agent Client (TMAC) & leverages Tetherfi Business Layer (TBL@Banking) & Tetherfi Authentication Integration (TAUTH@Method) via TPIN, OTP & VBA to enable over 65+ type banking interactions in secure environment.Request for DemoContact Us!
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TBL@Vertical – Tetherfi Business Layer by Industry VerticalTBL@Vertical is Self-Service & Agent Assisted Business Layer that encapsulates all possible interactions, transactions for a particular industry/ vertical. In case of Banking, we have 65+ such modules encapsulated in the Business Layer that can be enabled selectively across multiple channels. Benefits are multi-fold as there is a single point of reference for all types of interactions reducing time-to-market for changes & or new transaction deployment across multiple channels, consistent outcome & lower cost of maintenance.
Other Industry Verticals supported are Financial Services, Insurance, Healthcare, Hospitality, Telecom, Travel & more.Request for DemoContact Us!
TVBA – Tetherfi Voice Biometric AuthenticationVoice Biometrics verification is the process of comparing a voice sample with a stored, digital voice model, or voiceprint, for the purpose of verifying identity. A voiceprint is a digital representation of some of the unique characteristics of a caller’s voice, including physiological characteristics of the nasal passages and vocal chords, as well as the frequency, cadence and duration of the vocal pattern.
Tetherfi Voice Biometric Authentication application leverages Nuance or A*Start (Singapore) engine. TVBA performs 2 main functions – one of capturing the digital voiceprint of the customer (Voice signature) and other is to help authenticate the customer comparing the stored digital voiceprint with the caller’s voice. It supports 3 types of verification process namely; Text-Dependent, Text-Independent & Prompted-Text.Request for DemoContact Us!
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TAUTH@Method – Tetherfi Authentication via TPIN, OTP, Voice Biometric methodsTetherfi Authentication integration application supports all types of authentication methods integrated with appropriate authentication server in the backend ensuring reliable & secure interaction between customer & its service provider e.g. Bank.TAUTH is encapsulated within TCMM and depending on the Customer Intent (captured via DTMF, Touch Screen, Voice etc.) appropriate authentication process is initiated across the Channel of interaction. When interacting with an Agent, the agent manually initiates the authentication process depending on the intent of the interaction.
In order to authenticate a customer, different authentication methods are applied including static password or TPIN entered using DTMF phones & compared against the customer’s record by the backend systems, One time password sent generated by backend authentication server to customer via text messages and Voice Biometric Authentication that involves comparing the Caller’s Voice (Text dependent & independent, Prompted Text) with stored Digital Voice Print on VBA server.Request for DemoContact Us!
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TRAD – Tetherfi Reporting & DashboardTetherfi TRAD leverages Avaya CMS & IQ to enable client specific real-time & historical reporting & dashboard solution. The solution includes agent, workgroup, routing points, contact/ call/ interaction status, performance, trace real-time reports & dashboards as well as historical correlation,  measure tracking, performance management reports & dashboards. Reporting supports interactions across all channels incl. self-service and agent assisted via Voice, SMS, Email, Fax, Social Chat, IM, Web Video, Web Audio & Web Chat. It includes audit trail for changes done to interaction workflow, skills mapping, intent mapping, and goals etc. parameters that impact the reporting & dashboard.Request for DemoContact Us!
TCallBack – Tetherfi Call BackCustomers can be offered call back option while waiting in queue to be serviced by agent. These call back requests can be stored in database and the dialer application will dial the records to the agent who is available with the call back skills. And once the agent gets the preview of the callback, the application dials out to the customer and connects to the agent.Request for DemoContact Us!
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TDIALER – Tetherfi Preview, Predictive & Progressive DialerTDIALER supports Preview, Progressive & Predictive dialing capabilities commonly required in executing different variations of Outbound Campaigns. The dialer is used for executing Outbound Campaigns focused on Customer Service, Sales & Marketing, Collections & Research. The Dialer helps to optimize agent time, increase operational productivity & help increase number of customer connects to the IVR or Live Agents.Request for DemoContact Us!

Case Studies

Deploying New IVR

Consumer Banking Division in HQ of World’s 20th strongest bank & Malaysia’s FS Leader

may-bank-malaysia

The new IVR has improved the Call Closure Rate (CCR) compared to the old IVR, there is a jump of 20% in terms of CCR

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Contact Centre Optimization

Consumer Banking Division in Singapore of World’s 20th strongest bank & Malaysia’s FS Leader

may-bank-singapore

Technical Architecture improvements followed by deployment of Intelligent applications from Interlink integrated with AVP, AIC & HA helped the Bank match Industry benchmark KPIs

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Deploying New IVR

Singapore’s 2nd largest bank & number one of world’s 10 strongest $100 billion assets banks

ocbc-bank

The new IVR system has resulted in an amazing number of 72.05% Call Closure, which exceeds our target

Read more

Keen to know more?

We will be happy to tell you more about Tetherfi Agent Assisted Solutions.