Introduction...Enhanced customer experience across all possible ... SDK/API Unified CX WebRTC Media...

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,



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,



accept

John

I am extremely

upset with your

service

91345015


91345015 Hi John, I am sorry to hear that,



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


Web & Mobile SDK

Email Manager

SMS Gateway


Session Control



Audio Video Server


Engine (IWE)




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


Web & Mobile SDK

Email Manager

SMS Gateway


Session Control



Audio Video Server


Engine (IWE)




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


Web & Mobile SDK

Email Manager

SMS Gateway


Session Control



Audio Video Server




Admin & Reporting

Loggers

2

Voice Call Connection


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


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


3

AGENTS in Enterprise


Web & Mobile SDK

Email Manager

SMS Gateway

Communication Manager

& Session Control



Audio Video Server


Engine (IWE)




Admin & Reporting

Loggers

John

I am extremely upset

with your service

91345015


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

Introduction...Enhanced customer experience across all possible ... SDK/API Unified CX WebRTC Media...

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