Real-World Case Studies and Customer Success Stories with Tetherfi

Changi Airport Group wanted to offer tele-customer service during the Covid-19 pandemic. They needed to keep human connections while ensuring health and safety. Tetherfi Video helped them provide in-...person services without health risks. The airport now offers 24x7 customer service with no long queues. Travellers get faster help anywhere in the airport. Both travellers and staff stay safe while getting personal service.
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Digibank India wanted to move from a traditional bank to a digital bank. They needed to lower costs and reduce their use of old voice services. Tetherfi gave them in-app chat and callback tools. Now,... one agent can handle both voice and chat. The bank can track chats and callbacks easily. The new system is cheaper and works in more than one country. It also helps the bank serve customers at any time, without needing branches.
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Singapore’s largest financial institution wanted to launch an app-only bank for mobile-first millennials in South East Asia. They needed to move away from expensive voice-based service and lower the ...cost of running their contact center. Tetherfi provided a digital-first solution with concurrent chat handling and intelligent routing. After using the solution, their SLA improved from 70% to 86% in one month. Chat success rates reached 94%, and wait times dropped to less than 15 seconds.
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Changi Airport Group wanted to offer banking services after regular hours. They used Tetherfi’s Video Teller Machines with live audio and video. This let customers do banking any time, even at night ...or on holidays. Customers could get debit cards and internet banking tokens on the spot. The solution helped the bank serve customers better and made banking more convenient.
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Tetherfi Edge AI Solution helped Asia’s Leading regional Bank improve customer service. The bank needed real-time speech-to-text transcription, emotion detection, and agent assistance for their conta...ct center. Tetherfi integrated with the bank’s Avaya voice system, providing live transcription and conversation summarization. The solution worked on existing CPU infrastructure, avoiding costly GPUs. The bank now has accurate transcripts, automated summaries, and AI-powered agent support during calls.
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Maybank had low IVR usage and high costs. Customers were frustrated and agents had low morale. Maybank used an intelligent IVR solution to improve call handling. The new system raised the call closur...e rate to 57% and the task completion rate to 90%. Maybank saved RM 5 million each month. Customer satisfaction increased from 8.85 to 20.
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A leading bank in Singapore and Malaysia had low service levels in their contact center. Only 13% of calls were answered and many calls were abandoned. Tetherfi helped them optimize their contact cen...ter with new technology. After the changes, 99.4% of calls were answered and abandoned calls dropped by over 90%. Their overall service level agreement improved to 93%.
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OCBC Business Banking had problems with their old IVR system. Many calls were dropped or needed agents, which led to high costs and unhappy customers. They put in a new IVR system. Now, 72% of calls ...are finished in the IVR. This is better than their goal. More customers use self-service, and agents can help with harder problems. The bank saves money and gives better service.
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Singapore’s largest financial institution had high support costs and long wait times with their old voice system. They wanted to move customers to digital channels and improve service. They used Teth...erfi’s call deflect solution to let customers switch from IVR calls to a digital chatbot. This helped lower call costs and reduced the load on their phone system. Service levels improved, customer feedback got better, and fewer people abandoned calls.
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Tetherfi’s omni-channel platform helped Pertamina, Indonesia’s state-owned energy company, connect all customer service channels in one place. Before, Pertamina struggled with disconnected systems an...d slow responses. Now, agents use a single console for calls, social media, and live chat. The solution links with their CRM and adds AI-powered chat and video calls. Pertamina saw higher agent productivity, better control, and improved customer satisfaction.
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Tetherfi Secure Assist helped Transcom boost security for its remote workforce. Transcom needed to ensure security compliance for thousands of work-from-home employees. The company used Tetherfi’s Se...cure Work From Home solution with real-time rules-based triggers and alerts. Advanced biometrics helped prevent unauthorized access and identify risky behavior. The solution led to higher security awareness, better compliance, and improved employee engagement.
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Tetherfi’s Secure Work From Home solution helped Transcom improve security for its remote workforce. Transcom needed to keep customer data safe and follow strict security rules with thousands of empl...oyees working from home. Tetherfi’s Secure Assist added real-time rules, alerts, and advanced biometrics to stop unauthorized access. Transcom saw better security awareness, less risky behavior, and higher employee engagement and productivity.
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The largest mobile network operator in Singapore wanted to lower the high costs of making changes to their IVR system. Their old IVR was expensive and slow to update. They used Tetherfi’s Interaction... Workflow Engine to make call flow changes in-house. This made updates faster and more flexible. As a result, they reduced yearly IVR change costs by 80% and improved customer experience.
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The largest mobile network operator in Singapore wanted to offer better customer service and new buying experiences. They needed to let customers buy plans, get help, and pick up items any time of da...y. They used Tetherfi’s audio, video, and co-browse solutions to launch unmanned stores. The stores use video kiosks and facial recognition for customer help and identification. The unmanned stores now get 99% positive customer experience scores. The company found the platform cost effective and plans to expand it to more locations.
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Tetherfi's AI Vision Solution helped Experian secure its remote contact center operations. Experian faced risks with remote agents, including data breaches and compliance issues. Tetherfi's Secure Wo...rk From Home solution gave real-time visibility and control over remote agents. Vision AI detected risky behaviors like unauthorized phone use and impersonation. The platform ensured compliance with GDPR, HIPAA, and ISO. Experian achieved seamless business continuity, better risk mitigation, and live operational oversight.
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Tetherfi Secure Assist helped Experian secure its remote contact center operations. Experian needed to keep remote work safe and compliant with rules like GDPR and HIPAA. Tetherfi used Vision AI to w...atch for risky actions, like using phones or letting unauthorized people help. The platform gave Experian real-time monitoring, strong controls, and easy management. Experian kept business running smoothly, stayed compliant, and protected sensitive data.
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The largest healthcare group in Singapore had problems with high service costs and poor caller experience. They did not have a self-service voice channel and agents handled many standard inquiries. T...etherfi's IVR solution gave them a common platform for self-service, appointment management, and more. The new system saved 30% of man-hours per day. It also improved caller experience and customer satisfaction. The group saw a 30% average call closure rate and 64% task completion rate.
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Everise faced a big increase in customer inquiries because of the 2020 U.S. government Covid-19 stimulus checks. They needed to scale their customer support and keep compliance while agents worked fr...om home. Everise used the Tetherfi Edge AI solution to solve these problems. The solution helped them follow clean desk policies and stay compliant without bothering agents. It also allowed for quick setup, saving costs, and kept customer service fast and secure during the lockdown.
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