|Does WhatApp allow in Cambodia?||Yes, whatsapp chat is supported in all geography. customer has to procure a whatsapp for business account through registered WhatsApp service providers. Tetherfi will integrate to WhatsApp and customers communicating to WingMoney WhatsApp Acocunt will be routed to relevant WingMoney Agent.|
|Does Tetherfi support other authentication method beside OTP? Customer may prefer PIN or any other cheaper solution follow your recommendation.||Yes, We do support customer authentication via PIN.|
|Does Tetherfi support Push Notifications to fan who LIKED WING Facebook page?||Once the customer has reached out to WING Facebook via Like, Post or IM (Instant Messaging), Tetherfi will get the customer profile based on which WING can then send notifications to them on IM (Instant Messaging)|
|Does Tetherfi support Push Notifications to non-fan who didn’t LINED WING Facebook page yet?||Facebook api does not allow to reach out to specific customer with out the relevant customer information which is obtained only when the customer reaches out to WING.|
|Please share with us the PCIDSS compliance certificate of Tetherfi||Our solutions are hosted in Tier 1 Banks across the region and have under gone stringent compliance and security requirements. We do not store any customer senstive information and if there is a need to store the same we encrypt the data using our KMS (Key Management System). Data will be encrypted in transit over HTTPS / 2 Way SSL.|
|Customer request for PEN test.||Our solution stack has been vetted and has undergone stress test and penetration testing by third party assigned from customers during implementation phases. We will also support PEN test of Tetherfi Applications done by relevant third party vendors assigned by WING.|
|Share the SDK for integration with Wing App.||Relevant SDK for Tetherfi Chat , Audio , Video to be integrated to WING's existing Mobile App and Web can be provided during the project implementation phases based on the detailed requirements.|
|Do you remote control agent screen?||No, Whats the use case?|
|Related to agent screen, do you do screen recording or live interactions recording?||No, If the contact center alread has an agent screen capturing that can also be used.|
|Pertaining to Interaction history, are you leveraging Avaya to capture the intent ? Where do you capture the intent?||For each interaction we capture the intent from the Up Stream:|
Voice Call : If IVR is there we get the customer info / data captured in IVR, Self Service Path, CLI, DNIS etc to define intent.
Text Interactions : Based on Textual Content we have a Text Processing Platform which can analyze content and derive the intent of the conversation for Email, Chat, Social Media Conversation
Integration to Web / App : Based on the page where the customer initiated the request we can derive the intent and its captured and stored by Tetherfi Text Processing Platform for routing.
|Are you managing customer journey by leveraging Avaya Aura / AES ? Does it need Oceana?||Customer journey is tracked by Tetherfi applications and does not require Oceana|
|How many concurrent chat agents your system can handle simultaneously?||If its integrated over Avaya CM, then based on the line apperance we can allow concurrent chats to an agent.|
If its integrated over Tetherfi Work Queue then there is no limit to the number of concurrent chats allowed to an agent.
|How is the Line /FB integration happening? Can you give some details on that? Can it be on-premise or on-cloud?||For any social media integration or 3rd party chat integration, Tetherfi Social Media Manager (SMM) integrates to the releavant channel to the specific Enterprise Account over API calls. The data captured is then passed to Tetherfi Text Processing Platform (TPP) for content analysis and Intent Derivation. Based on which the interaction can be either routed to a live agent or processed for Self Service.|
This solution can be hosteb both On Cloud and On Premise (With releavant access to the Enterprise Account)
|What all types of documents can be co-browsed with the customer?||Doc, PDF, Image, Web Page|
|Can you also achieve co-browse on a mobile ?||Yes|
|Is your chat-bot compliant with PCI-DSS? That seems to be a requirement for banks in Indonesia||Our solutions are hosted in Tier 1 Banks across the region and have under gone stringent compliance and security requirements.|
We do not store any customer senstive information and if there is a need to store the same we encrypt the data using our KMS (Key Management System). Data will be encrypted in transit over HTTPS / 2 Way SSL.
|What is the security level between customer side (Proxy server in DMZ) and server side (servers in enterprise zone)||Communication between Customer and wing will be through our proxy server in DMZ. Our proxy will validate the session with Wing session sever in DMZ before going to enterprise zone. Also from proxy in DMZ to Tetherfi app server in enterprise communication is protected under 2 way SSL.|
|- Red Hat interop as hypervisor, Hardware is Huawei, vIMS interop (Huawei)||All our solution components are .Net based, deployed on windows except for proxy servers and Media Servers required for Chat & Audio/ Video which can be deployed on Linux.|
|Supported APIs (REST, Netconf/Yang, etc?)||We support REST, SOAP , DB , Screen Scrapping , HTTP/S URL post , etc. Based on the details of the API which needs to be integrated to we can do more detailed assessment.|
|Does tetherfi support multi-tenant?Globe-VNF||All Tetherfi solution components will be deployed as a separate instance and each of the instance will talk to a separate DB instance so that the data is portioned and every customer has their own set of instance.|
|- Licensing scheme (per agent? etc.. license type: is it perpetual/subscription based/pay per use)?||Licensing can be done instance based(Perpetual) or per agent (subscription based) based on specific requirements and can also differ based on case to case.|
|What are the supported OS of Tetherfi?||All our solution components are .Net based, deployed on windows except for proxy servers and Media Servers required for Chat & Audio/ Video which can be deployed on Linux.|