20 Most Promising AVAYA Solution Providers 2015 ... - Tetherfi

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Jul 8, 2015 - 'self-service' (automated service) by building intelligent and ... and communications infrastructure with
Tetherfi

Delivering Optimal Communication Solutions

C The Navigator for Enterprise Solutions AVAYA SPECIAL

JULY 08 - 2015

CIOREVIEW.COM

20 Most Promising AVAYA Solution Providers 2015

A

vaya, as a provider of innovative customer and team engagement solutions, plays a crucial role in the current business environment, where effective communication and customer satisfaction is of utmost importance. The heavily distributed workforce today constantly relies on multiple channels and devices for accessing information. Further, the communication within an enterprise is gaining utmost significance. In view of this, success is all about zeroing in on the most apt solution that facilitates any kind of communication and collaboration irrespective of devices used, location or network. The need of the hour is a solution which meets the standards in terms of reliability, usability and has the potential to facilitate exceptional customer experience, strengthen customer loyalty along with bringing down the ownership costs.

Tetherfi

recognized by

Pradeep Shankar Editor-in-Chief

|20|

JULY 2014

Company:

Description:

Tetherfi

Communications provider with extensive experience in Voice, SMS, Email, Fax, Video & Chat communication channels with focus in enhancing ‘agent-service’ & ‘self-service’

magazine as

An annual listing of 20 companies that are in the forefront of providing Avaya solutions and impacting the marketplace

CIOReview

For many, the next-gen business communication solutions from Avaya have been the all-time favorite in their initiatives to establish the right strategy between customers and the organization. The communication solutions from Avaya are focused on addressing the most critical requirements of the current business communication arena, and finds applicability in nearly all verticals. To assist CIOs arrive at the most apt Avaya solutions for their organizations, a distinguished panel comprising CEOs, VCs, analysts including the CIOReview editorial board evaluated the top companies plying in the Avaya technology landscape, and shortlisted the ones that are at the forefront of tackling the critical challenges. In this edition of Avaya Special, CIOReview brings to you “20 Most Promising Avaya Solution Providers of 2015’.

Key Person:

Website:

Vineeth Nayak, Founder & MD   Jayesh Pajwani Director, Chief Strategy & Growth Officer

www.tetherfi.com

ontact Centers are challenged by customers demand for 24x7 Omni Channel interaction, pressures on cost to serve and competition from new players with unique business models. These business imperatives in contact center space across multiple verticals are driving demand for deployment of Avaya CC products, solutions and services. Vineeth Nayak, Founder and Vineeth Nayak MD, Tetherfi, with the experience and expertise in the domain considers this as an opportunity to outperform in building communication applications. Leveraging Avaya’s dynamic portfolio, Tetherfi—a communications provider has been able to make a considerable mark in the industry. The company is now focused on enhancing ‘agent-service’ and ‘self-service’ (automated service) by building intelligent and innovative products and integrated solutions using standardsbased (VoiceXML, TSAPI, JTAPI, SIP, XML, SOA, RTMP, FaxOverIP, Cordova) frameworks. These structures enable customer to optimize investments by integrating IT applications and communications infrastructure with their CRM or backend systems. Tetherfi OCM suite of self and agent assisted service solutions are an outcome of these efforts working closely with Avaya and customers in BFSI, Healthcare, Hospitality, Telecom and Travel industry. Tetherfi extends its self-service solution to reduce customers’ negative experience while engaging with voice service to interact with banks. For one of the major bank in Malaysia, Tetherfi moved few agent-assisted interactions to intelligent self-service and results spoke for itself. “After our roll out, call closure rate escalated as 570,000 out of one million calls (57%) were getting addressed in the automated self service engine,” says Nayak as per feed-back from the customer.

Focus on customer, innovations and value creation for all stakeholders is what drives us. Our tag-line ‘Making every interaction count’ – ensures we remain focused on delivering experience that matters via every interaction!

Beyond voice, Tetherfi also complements banks’ efforts to introduce alternative channels like Email, SMS, Video Chat and Social Media. For customer authentication, it has developed Voice Biometric solution using industry standard engines. To help improve CC performance, it has developed multimedia agent client (TMAC). Tetherfi OCM suite of solutions is available as Jayesh Pajwani licenses that can be deployed as per customer’s transformation road map. As a DevConnect partner with Avaya, Tetherfi’s OCM applications can be integrated with Avaya’s platform for building customer centric Omni channel contact center solution. Jayesh Pajwani, Director, Chief Strategy and Growth Officer of the company cites that “Our portfolio of service modules across consulting, innovation and professional services helps our customers realize their objectives and goals set forth in their customer experience and contact centre transformation initiatives. For instance, Silo’d multi channel to omni channel, contact centre optimisation, agent only service to inclusion of intelligent selfservice, infrastructure consolidation and standardisation, DR and BCP strategies and others”. Tetherfi, working closely with Avaya, adds value to their partner in terms of improved win-probability, reduced sale cycles, larger LTV while ensuring success for their joint customers. Tetherfi aspires to be a global partner of Avaya. Nayak says, “We want to expand deeper into Asia Pacific, Global Growth Markets, Europe and most importantly USA. Pajwani, who was an advisor to Tetherfi for last 2 years, joined the management team to drive transformation and growth agenda for the company”. Tetherfi prides itself of providing innovative contact center solutions in partnership with Avaya. “However, to stay ahead of competition, we have partnered with best-in-class analyst and research firm, we strive to be seen as an ‘trusted advisor’ to our clients, we look for opportunities to create innovative products, we are externalizing our success stories via our online assets, and most importantly delivering to promise and at times even exceeding it!” says, Pajwani. “Focus on customer, innovations and value creation for all stakeholders is what drives us. Our tag-line ‘Making every interaction count’—ensures we remain focused on delivering experience that matters via every interaction!”– says Nayak.

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