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Deploying New Modular IVR

0%

Cost saving

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

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