Cost saving of 80%

Largest mobile network operator in Singapore with over 4.1 million subscribers wanted to implement a modular IVR system that would help them save on significant spend per year to make IVR call flow changes. The existing IVR system was expensive to maintain and to get call flow changes done with fast turnaround time and agility.

Challenges / Opportunities

  • Reduce cost and go to market time

  • Significant high end 3 digit spend per year for managing IVR call-flow changes

  • Reduce Total Cost of Ownership for contact center enablement

  • Ability to handle call flow changes in-house
  • Reduce Average Handling time

  • Improve SLA and Enhance Customer Experience

Benefits / Outcome

  • Tetherfi’s Interaction work flow engine provided customer with ability to make call flow changes in-house with faster turnaround time and agility

  • Reduced yearly IVR changes related spend by 80%

  • Ability to simulate IVR call flows, schedule call flows and rollback call flows enabled go-to-market advantages

  • Ability to create call flows in-house with maker / checker feature meant faster turnarounds

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