introduction...enhanced customer experience across all possible ... sdk/api unified cx webrtc media...
TRANSCRIPT
Introduction
25 Mar 2020
Tetherfi Value Proposition
Digital-first Customer Experience
Enhanced customer experience across all possible digital channels & touch points • Shortened Customer journey to help time starved customer • Sell & Service across Corporate Mobile apps & website,
Messaging apps & Social Media • Personal, contextual, Unforgettable experience by harnessing
customer’s data • Design a journey that can be concluded within a
channel/session without having to switch across channels by creating a need for Omni-channel experience
• Seamless blend with legacy contact center to deliver ‘True Omni Channel experience’
End-to-end digitization of the traditional CC
Cost center optimization and TCO reduction
Digital Platform
Innovations
Digital
SDK/API
Unified
CX
WebRTC
Media
Engine
Digital
Collaboration
Multi-eXperience Customer Service
CC Telephony
Platform
PBX, VP,
WFO,
Routing,
CTI, etc.
CRM,
Core-Banking,
Web-services,
Database
Accelerate Digital Channel Shift With Tetherfi
The ‘Power to demand’ has shifted
'Digital Natives & Millennials demand a Digital & Mobile First
Experience
There are many barriers to transform
Radically simplify your digital channel shift
Complex architectures and legacy infra leading to siloed CX
and disengaged customers
Acquire, engage & grow your customer with Tetherfi Customer
Experience Platform
Seamless Experience Across Channels
CC Telephony
Code-free setup
WebRTC Engine
Digital Collab
Legacy players bolt-on digital to voice infrastructure
Disjoint technologies from a plethora of vendors
Standalone collaboration platforms
Lack of unified view of the customer
Big bang approach to transformation
Corporate Overview
Legal Entity Tetherfi Pte. Ltd.
Industry Digital Transformation in Mobile First /Multi-Modal Customer Experience
Incorporated / HQ Singapore
Employees 135+ (Singapore, USA, Manila, Jakarta, Bangalore, Mangalore, Colombo)
Technologies Mobile/Web Real-Time Communications, Contact Centre, Mobility, React Native
Client Markets Singapore, Malaysia, Philippines, Thailand, Indonesia, HK, India, Australia & USA
Innovation Focus 60% of employees focused in R&D & Innovation, Fintech focused
Financials CAGR 42%; Profitable; Cash Flow positive; Debt Free
Strategic Advisors • Baskar (Ex-Founder Servion, Board member Uniphore, Resident visitor at AT&T Bell Labs)
• Prem (Serial entrepreneur founder of companies acquired by Novell, Alcatel, Broadsoft/Cisco)
In-app Digital Customer Interaction for Sales & Service
Tetherfi Customers Across Industries
Banking ⏤ Telecom ⏤ Healthcare ⏤ Hospitality ⏤ Logistics ⏤ Government
Tetherfi’s Modular Stack
Connectors &
Mobile/ Web SDK
Gateway
Communication
Channels
Communication
Manager & Session
Control
Cross-Channel
Media & Text
Processing
Self-Service, Business
User Rule and Bot
Builder
Unified Agent Desktop
with CRM Integration
Administration,
Reporting &
Analytics
Multi-media Agent
Console (TMAC)
Agent State
Machine & Routing
360o- View of
Customer Journey
Communication & Session Control
Voice Gateways
Voice Media
Server
Voice Media
Processing Platform
Computer Telephony
Integration (CTI)
WFO/ WFM/ QM
Email & SMS Gateways Social Media
Connectors SDK/API
Text Processing Platform (TPP) Virtual Assist & Visual Menu Assist
Email and SMS Manager
Audio Video
Engine
Interaction Workflow Engine (IWE) Intent Recognition & Automation/Processing with Integration to Backend
OCM Admin & Report, Historical Feed to
WFM, Analytics, Real-time Dashboard
Digital Media
Recorder
Database
Mainframe
Backend
&
CRM
AI, ML,
NLP
Social Media Web / App Chat, Web Audio/Video
Collaboration Telephony Voice, Fax Email, SMS
Tetherfi Digital Portfolio
Tetherfi
VTM / Kiosk
Tetherfi
Multi-Channel
Virtual Assist
Tetherfi Mobile
(Audio Video
Chat)
Tetherfi
Collaboration
Workspace
Mobile-first, highly-secure
chat, audio, video, co-
browsing communications
for KYC and onboarding –
WebRTC-based
Audio and Video
collaboration via Virtual
Teller Machines for
branch consolidation and
branchless Growth –
WebRTC-based
Voice and Chat directed
dialogue and NLP-based
Virtual Assist – powered
by Interaction Workflow
Engine (IWE)
Highly secure
collaborative
communication that
meets financial services
workflow compliance
requirements
Tetherfi Digital
OCM Platform Digital Transformation of existing
Contact Center infrastructure to
deliver an Omni-Channel
Management Experience
From Voice only to Voice +
Digital Channels
Unified Agent Desktop
Multi-Channel Virtual Assist
Complete Customer Journey
Analytics-led Cross & Up-sell
Omni Channel CX
Use Case : Digital First
CUSTOMER
App customer presses
‘click to chat’
Agent and
customer
engage in
audio/video
Customer accepts
audio/video request
TMAC Chat Agent receives
chat request
click to
chat
? @
%
91345015
Hi John, How may I help you? John
I am extremely
upset with your
service 91345015
Hi John, I am sorry to hear that,
Let’s have a video call, I am
sending you a request, Please
accept
91345015
Hi John, How may I help you? John
I am extremely
upset with your
service 91345015
Hi John, I am sorry to hear that,
Let’s have a video call, I am
sending you a request, Please
accept
TMAC
1
Interactive
Application
Audio/Video
2
3
5
4
6
AGENTS
Social Media Manager
Web & Mobile SDK
Email Manager
SMS Gateway
Communication Manager &
Session Control
Text Processing Platform
(TPP) Virtual Assist
Audio Video Server
Interaction Workflow
Engine (IWE)
Tetherfi Multi-media Agent
Client (TMAC), Routing
Omni Channel Management
Admin & Reporting
Loggers
Backend CRM Others
TMAC Video Agent offers to
escalate call to
audio/video
Use Case: Customer Onboarding via Video KYC
CUSTOMER AGENTS
From Mobile App/Browser
customer presses ‘click to
chat’
TMAC Video/Audio Agent offers to escalate
call to audio/video
Customer accepts
audio/video request
Customer goes through
eKYC onboarding
TMAC Chat
John
I am extremely
upset with your
service
91345015
Hi John, How may I help you?
91345015 Hi John, I am sorry to hear that,
Let’s have a video call, I am
sending you a request, Please
accept
John
I am extremely
upset with your
service
91345015
Hi John, How may I help you?
91345015 Hi John, I am sorry to hear that,
Let’s have a video call, I am
sending you a request, Please
accept
@ ?
% click to chat
Agent takes snapshot of
customer for identification and
completes eKYC process
TMAC
1 2
4
6
3
5
7 8
Agent receives customer chat
request and starts conversation
Interactive Application
Audio/Video
Social Media Manager
Web & Mobile SDK
Email Manager
SMS Gateway
Communication Manager &
Session Control
Text Processing Platform
(TPP) Virtual Assist
Audio Video Server
Interaction Workflow
Engine (IWE)
Tetherfi Multi-media Agent
Client (TMAC), Routing
Omni Channel Management
Admin & Reporting
Loggers
Backend CRM Others
OCR – Capturing details from
Identification Card from snapshot
Facial Recognition – Streaming
Live Video and the Customer ID
Card to authenticate the customer
Use Case : Kiosks and Video Teller Machines
CUSTOMER AGENTS
TMAC Video Agent accepts
the call
Agent helps with customer
Acquisition or Service
using ‘Co-browse ‘or
‘Screen share’ features
TMAC
1
Audio/Video/Co-browse
2
3
4
Social Media Manager
Web & Mobile SDK
Email Manager
SMS Gateway
Communication Manager &
Session Control
Text Processing Platform
(TPP) Virtual Assist
Audio Video Server
Interaction Workflow
Engine (IWE)
Tetherfi Multi-media Agent
Client (TMAC), Routing
Omni Channel Management
Admin & Reporting
Loggers
Core
Banking CRM Others
Customer initiates Audio Video
collaboration with agent using ‘Video
Call’ along with ‘Co-browse ‘ & ‘Screen
sharing’
Facial Recognition – Streaming
Live Video and the Customer ID
Card to authenticate the customer
Use Case : Deflect to Digital
*ht*tp*s*:/*/ *
Customer calls Hotline
Tetherfi Multimedia Agent Client Customer receives SMS
notification with Chat URL
Virtual Assist Modules
that are User friendly
& visually engaging
Backend CRM Others
In IVR, customer selects
self-service chat, triggering
SMS with chat URL
CUSTOMER AGENTS
Customer
Initiates
Chat
SM
S
TMAC
1
3
4
5
6
7
Any SIP based
PBX
Social Media Manager
Web & Mobile SDK
Email Manager
SMS Gateway
Communication Manager &
Session Control
Text Processing Platform
(TPP) Virtual Assist
Audio Video Server
Tetherfi Multi-media Agent
Client (TMAC), Routing
Omni Channel Management
Admin & Reporting
Loggers
2
Voice Call Connection
Interactive Application
Email/SMS
Customer requests for help
with agent
Customer continues with Visual / Text
Bot
-Multiple Chats / Agent
-Reduced Wait Time
-Improved SLA & NPS
Intelligent Assistance Powered by Data
Interaction Workflow
Engine (IWE)
Use Case : Digital Transformation from PSTN Voice
CUSTOMER
Traditional voice only
Agent handles voice, email, chat, social and
video in Unified Digital Desktop
Backend CRM
Voice + Digital
channels enabled
by Tetherfi’s Digital
OCM
TMAC
Jane
Hi, never got my call back
91345015
Hi Jane, How may I help you?
91345015
I am sorry to hear that,
Let’s have a video call, I am sending
you a request, Please accept
Any SIP based
PBX
1 2
4
6
8
10
Others
Social
Media/Messaging
Audio/Video
Voice Call
Email/SMS
Interactive Application
3
AGENTS in Enterprise
Social Media Manager
Web & Mobile SDK
Email Manager
SMS Gateway
Communication Manager
& Session Control
Text Processing Platform
(TPP) Virtual Assist
Audio Video Server
Interaction Workflow
Engine (IWE)
Tetherfi Multi-media Agent
Client (TMAC), Routing
Omni Channel Management
Admin & Reporting
Loggers
John
I am extremely upset
with your service
91345015
Hi John, How may I help you?
91345015
Hi John, I am sorry to hear that, Let’s
have a video call, I am sending you a
request, Please accept
7
9
5
Audio/Video/Co-browse
Tetherfi Advantage
Omni-Channel 360o digital customer journey across
channels, administration, reporting,
logging, agent desktop, etc.
$ Savings Deflects customer engagements to
digital with unified experience
Modular Plug and Play Build and deploy per your digital
transformation road-map
Mobile and Digital First Audio, video & collaboration via
WebRTC and mobile & web real-time
communication via SDK
In-App Communication Embeds communication
within any mobile, web, or
social app
Co-Exist with Legacy Systems Works with Avaya, Cisco or any
ACD infrastructure with no ‘Rip &
Replace’
Build once, Use Everywhere Consistent UX across on-premise,
hosted, cloud, and hybrid
deployments
Marque Customers Referenceable customers
in a variety of industries
Vineeth Nayak [email protected] Singapore: +65 96667362
Jayesh Pajwani [email protected]
Singapore: +65 81350208