Case Study: Maybank achieves RM5M monthly savings with Tetherfi’s Intelligent IVR Solution

Enhancing Customer Experience and Saves RM5M Monthly with Tetherfi’s Intelligent IVR Solution

Maybank Malaysia, the largest financial services group in the country, was facing high service costs and significant customer dissatisfaction due to a poorly performing legacy IVR system. The bank engaged Tetherfi to address challenges including low self-service adoption, frequent call transfers, and a negative impact on both customer experience and agent morale.

Tetherfi implemented an intelligent IVR solution powered by VoiceXML and speech recognition, which was seamlessly integrated with the bank's existing call center infrastructure. This transformation resulted in a 57% call closure rate and tremendous monthly cost savings of RM5 million. The solution also drastically improved key metrics and customer satisfaction, providing Maybank with a scalable platform for future digital channels.

Maybank