Case Study: Singtel reduces IVR change spend by 80% with Tetherfi

Singapore’s Leading Mobile Operator Reduces IVR Change Spend by 80% with Tetherfi

Singtel, a leading communications technology group in Asia, faced significant challenges managing its IVR system. Frequent call flow updates were costly and time-consuming, leading to high annual spend, long deployment times, and suboptimal first call resolution rates. They enlisted Tetherfi to help overcome these operational burdens and improve their customer experience.

Tetherfi implemented its modular Interaction Workflow Engine, a GUI-based platform that allowed Singtel's internal teams to design and update IVR call flows using an intuitive drag-and-drop interface. This solution empowered the in-house team with tools for simulation, scheduling, and rollback. As a result, Singtel reduced its yearly IVR change-related spend by 80% and gained significant agility with faster turnaround times for new deployments.

Singtel