Strengthens Remote Contact Center Operations with Tetherfi's AI Vision Solution
Experian is a global leader in data analytics and consumer credit reporting, enabling businesses and individuals around the world to make more informed decisions. With a strong focus on security, compliance, and innovation, Experian consistently sets industry standards for data protection and digital customer engagement.
Challenges/Opportunities
With a significant portion of its contact center team working remotely, Experian needed to maintain security, compliance, and operational efficiency across its remote workforce. The company’s key priorities, together with shifting agent preferences, demanded a remote work environment capable of supporting strong performance while securing sensitive information. Yet, distributed work arrangements brought increased risks of data breaches, unauthorized access, and possible non-compliance with privacy mandates such as GDPR, HIPAA, and ISO. In addition, Experian did not have the necessary tools to monitor agent conduct for compliance in real time, leading to operational and regulatory concerns that could not be ignored.
Solutions
- Tetherfi implemented its Secure Work From Home (SWFH) solution, designed to deliver real-time visibility into remote agent environments. At the heart of the solution is Vision AI, which detects high-risk behaviors not permissible in office settings; such as mobile phone usage during working hours, unauthorized individuals assisting or observing tasks, and even impersonation by non-employees.
- To ensure full regulatory compliance, the platform provides a secure and fully compliant framework aligned with global standards like GDPR, HIPAA, and ISO. Additionally, a robust administrative module was deployed, offering granular user management, permission-based access, and detailed activity logging. This empowered Experian with full control and visibility into remote operations, enabling proactive management from anywhere.
Benefits/Outcome
- Seamless Business Continuity : Enabled uninterrupted remote operations without compromising on compliance, performance, or data security.
- Proactive Risk Mitigation : Real-time monitoring of non-compliant actions strengthened data protection and ensured adherence to global privacy standards.
- Live Operational Oversight : Provided supervisors with full visibility into agent status and activity, supported by intervention tools like whisper, barge-in, and workload reassignment.
- Centralized Control and Efficiency : Simplified remote workforce management with a single dashboard to manage users, permissions, and system settings with ease and accuracy.
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