Tetherfi Omni Channel Management Platform - tetherfi
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Tetherfi Omni Channel Management Platform

Making Every Interaction Count

Tetherfi Configuration Management

Tetherfi Configuration Management Module allows dynamic configuration of Interaction workflow across Voice, Alternate & Digital channels

Tetherfi Universal Queue

Tetherfi Universal Queue ensures Agent Optimization while balancing Customer Service requirements

Tetherfi Omni-Channel Interaction

Tetherfi Omni-Channel Interaction includes Voice, SMS, Email, Web Chat, Web Audio, Web Video, Social Media, Visual IVR, Mobile

Tetherfi Multi-Media Agent Client

Tetherfi Multi-Media Agent Client helps realize agent optimization & CC transformation goals

Tetherfi OCM platform

Tetherfi OCM platform is integrated with SIP, CTI, ACD, CRM, Core Banking Interface/ Integration

Tetherfi OCM

Tetherfi OCM has on-premise client references however can also be deployed as hosted (centralized data center) solution

A single integrated platform

Tetherfi OCM – A single integrated platform ensuring TCO benefits, unified & consistent customer experience, rapid deployment faster time to market etc. benefits

Introduction

Tetherfi OCM platform is an integrated suite of products that enables Self & Agent Assisted Service interactions 24×7, across multiple channels with secure identification & verification methods integrated with existing voice infrastructure, CRM & core backend applications. The products are vertical agnostic and can be deployed to realize multiple business scenarios involving both Inbound and Outbound interactions.

Unique Capabilities

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Tetherfi OCM Omni Channel

Tetherfi OCM platform supports Omni Channel Interactions including Voice, Alternate & Digital Channels including SMS, Email, IM, Web Chat, Social Media, Web Audio, Web Video & Visual IVR.

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Dynamic Configurator

Tetherfi OCM platform’s TMAIC is a true differentiator as it allows dynamic configuration of Interaction Workflow not just for Self Service Voice (IVR) channel but for all other channels delivering a uniform, consistent user experience.

 

It allows workflows that can include different authentication methods such as TPIN, OTP and Voice Biometric as applicable. Customers can implement Continuous Improvement programs, A/B testing techniques as a result of dynamic configuration capabilities requiring ZERO code changes

 

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Business Layer

Tetherfi OCM platform leverages the ‘Create Once, Deploy Multiple Times’ design principle having created an Self-Service 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 is reused time and again by different channels.

 

Benefits are multi-fold as there is a single point of reference for types of interactions reducing time-to-market for changes & or new transaction deployment across multiple channels, consistent outcome & lower cost of maintenance.

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Universal Queue

Tetherfi OCM platform Universal Queue reduces the negative impact on CC performance if any that can be created by increased number of channels. Universal Queue as the name implies is a centralized queue manager that manages agent interaction demand across all channels matching skills to available resources & routing such that both customer service and contact center performance expectations are met at all times.

 

Universal Queue reduces the need to pre-assign resources to any particular channel (e.g. SMS, Email etc.) unless required for very specific reasons (e.g. VIP Customer routed to RM agents instead of general pool).

TMAC

Agent Client

Tetherfi OCM platform’s Multi-Media Agent Client (TMAC) integrated with Avaya AES-TSAPI delivers Device, Media and Call Control capabilities. In addition, it supports interactions across multi-media channels including SMS, Email, IM, Social Media, Web Chat, Audio & Video with Co-Browsing. TMAC (Live agent) leverages the same Business layer to interact with the host/ backend applications as done by TCMM (Virtual agent / Self-service) to help respond to the customer inquiry or complete a transaction. TMAC integrates with Corporate CRM pulling in relevant information to desktop as well as updating as relevant per the interaction.

 

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.

Core products of Tetherfi OCM platform

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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TVIVR- Tetherfi Visual IVR – Touch Tone (DTMF), Touch Screen & Speech Voice Self-ServiceTetherfi Visual IVR combines IVR, Voice Biometrics (optional instead TPIN, OTP etc. customer authentication methods can be used) & Mobile application self-service application functionalities into one application using the Smartphone. Supports all capabilities of IVR with additional capability of having a visual representation of the IVR responses e.g. Listing Menu Options to select or Listing last 5 transactions. Easier to navigate, reduces response times & helps close call sooner than later
TVIVR 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 interactions.Request 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!
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!
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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!
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 technologies of SIP, webRTC / RTMP for Audio & Video 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 any web-browser supporting either webRTC or FLASH.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!
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!
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TCallBack
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!
TDIALER – Tetherfi Preview DialerTDIALER supports Preview 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

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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 larget bank & number one of world’s 10 strongest $100 billion assets banks

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

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Keen to know more?

We will be happy to tell you more about Tetherfi OCM platform.