Tetherfi Outbound Campaign - tetherfi
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Tetherfi Outbound Campaign

Making Every Interaction Count

Tetherfi IVR

Tetherfi Virtual Agent (or Assistant) for Alternate Channels

Tetherfi Configuration Management Module

Tetherfi Live Agent Interaction Channels

Tetherfi Multi-Media Agent Client

Tetherfi CRM Integration

Tetherfi Reporting & Dashboard

Tetherfi Dialer

Introduction

Service Providers can leverage their existing Agents, Telephony, IVR integration, TEXT Channels incl. SMS, IM, Email, Social Media – Private Messaging, Preview, Progressive and Predictive Dialer to run outbound campaigns for up-selling, cross-selling, promoting products & services to their existing and or target customers. Same infrastructure can also be leveraged to run collection campaigns – say for overdue credit card payments and IVR experience campaigns across existing client base via Voice and or SMS channels.

Tetherfi Outbound Campaign allows multiple use cases, some of which are already in use by Service Providers however new campaigns can be easily configured per the needs of the Service Providers.

Unique Capabilities

Create, Manage, Monitor Outbound campaigns
  • For various types of product, enhancements, service promotions
  • For various types of customer surveys related to Recent Interaction, General Customer Satisfaction / VoC, Self-Service & Agent Service channels
  • For collections for overdue credit card payments
  • For various types of research surveys that can help built new products, new interaction channels, improvement in existing services etc.
Voice XML based applications

Voice XML based applications automating manual tasks into self-service functions for channels viz., Voice, SMS, Mobile Application, Chat, Email and Social Media.

Framework Driven Architecture

All applications are built on a “Framework Driven” architecture to achieve dynamism and personalization into the self-service thereby enhancing customer experience across all channels with difference only @presentation layer.

Scalable Features

Reuses existing CC infrastructure with lot of scalable features – avoids duplication of efforts and investments.

Dialer Supports

Tetherfi Dialer supports all types of Dialing namely Preview, Predictive & Progressive.

Benefits

Improve customer experience

Optimize Agent time

Reduced Time to Market

Core products of Tetherfi Outbound Campaign for Banking are:

TIVR – Tetherfi IVR – Touch Tone (DTMF) & Speech, Voice Self-Service
Tetherfi Interactive Voice Response supports DTMF, Text Dependent and Text Independent Speech responses. Call flows can be dynamically configured reducing time-to-market for new or updates to call flows as well as A/B testing possible to continuously monitor, measure, Analyze and make frequent changes to increase adoption
TVIVR leverages the configurator (TCMM) to set-up the interaction workflows & Business Layer (TBL@Banking) to enable over 65+ type banking interactionsRequest for DemoContact Us!
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TVA@Channel – Tetherfi Virtual Agent (or Assistant) for Alternate ChannelsTetherfi Virtual Agent (or Assistant) is designed to simulate IVR type experience except that instead of Voice, Touch Tone or Touch Screen, the primary channel is TEXT channel. 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.
TVA@Channel leverages the same configurator (TCMM) used by IVR to set-up the interaction workflows as well as same Business Layer (TBL@Banking) to enable over 65+ type banking interactionsRequest for DemoContact Us!
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!
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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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!
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!
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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 Outbound Campaign Solutions.