Case Study: Singapore Telecom cuts IVR maintenance costs by 80% with Tetherfi's modular IVR

Singapore Telecom cuts IVR maintenance costs by 80% with Tetherfi

The customer, Singapore Telecom, the largest mobile network operator in Singapore, faced significant challenges with its existing IVR system. It was expensive to maintain, with high annual costs for making call flow changes, and it suffered from a low first call resolution rate. Singapore Telecom sought a solution from vendor Tetherfi to reduce these costs and improve agility.

Tetherfi implemented its modular Interaction Workflow Engine for Singapore Telecom. This solution provided the company with the ability to make call flow changes in-house, significantly speeding up turnaround times. The results were substantial, including an 80% reduction in yearly IVR change-related spend. Tetherfi's solution also improved go-to-market capabilities through features that allowed for simulation, scheduling, and rollback of call flows.