Published on 2 November 2023

Creating a Secure Customer and Agent Experience

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Annisa Nur Fauzi

In an era where technology has transformed the way we interact with businesses, Tetherfi firmly believes in the enduring value of ‘Human Intelligence’ and ‘Human Interactions.’ While AI has undeniably revolutionized customer service, it’s the human touch that remains essential. 

Vineeth Nayak, Founder & CEO of Tetherfi delivers technology solutions that not only secure and improve customer and agent experiences but also emphasize the importance of live customer and human engagements.He shared that Tetherfi brings a unique and differentiated solution to the table, with a strong focus on both Customer Experience (CX) and Agent Experience (AX). 

For contact center agents, the transition to remote work brings new challenges and opportunities. Tetherfi’s solutions aim to make life easier and more productive for agents. By handling simple interactions through bots and only routing complex issues to human agents, the workload is balanced efficiently. Tetherfi’s approach focuses on four things: Protecting Customer Privacy and Data, Ensuring Agent Compliance, Real-time Collaboration, and Increasing Productivity. 

Secure Remote Work: Made Viable With Tetherfi

Tetherfi’s offerings for secure remote work include:

  • Remote Security & Compliance: Features like biometric authentication, violation detection, object detection, and liveness detection ensure that remote work environments meet the required standards.
  • Emotion Recognition: Real-time assessment of an agent’s emotional state helps maintain their well-being and job satisfaction.
  • Supervisor Console: Enables remote management, monitoring, and interaction with agents, along with pre-configured actions for violation detection.
  • Employee Collaboration: Enhances collaboration between supervisors and agents with embedded chat, conference, and training capabilities.

Tetherfi’s technology offers exceptional visibility and risk reduction. With features such as face authentication, liveness detection, camera evasion detection, and eavesdropping detection, risks are minimized effectively. The system also monitors factors like agent absence, unauthorized USB/monitor connections, and screen sharing.

Veeneth also shares that Tetherfi’s success in enabling remote agent compliance is exemplified by its partnership with Everise. Everise, a Business Process Outsourcing (BPO) company, needed to stabilize “Work From Home” agents. Tetherfi’s solution included Successful Proof of Concept (POC) that met all success criteria, Production deployment of Tetherfi’s Secure and Compliant Work From Home solution in just four weeks, also Integration with Virtual Desktop Infrastructure (VDI) and Lightweight Directory Access Protocol (LDAP) for a seamless and secure work environment.

In the end, Tetherfi also proudly asserts that over 10,000 agents have successfully embraced secure remote work, embodying the vision of creating a secure and productive customer and agent experience. (ANF)