New Delhi: NICE today announced that Videocon d2h Ltd., an Indian pay TV company, will be implementing the NICE Engage Multi-Channel Interaction Recording platform as a replacement to the legacy recording solution it had been using for five years.
Videocon d2h is India’s fastest growing DTH (Direct to Home) service offering more than 570 Channels and Services including a host of regional channels. It offers a wide range of active services like smart services including Smart English, Smart Games. The other active services include d2h Hollywood HD, d2h music, d2h spice, d2h cinema in both Standard Definition and HD, etc. With 1,620 agents spread across nine locations, Videocon d2h provides direct broadcast satellite service—including television, audio programming, and interactive TV services—to commercial and residential customers throughout the country.
The company will use the NICE solution to achieve:
NICE Engage’s centralized architecture reduces hardware footprint and total cost of ownership, while the multi-tier secured architecture with built-in scalability meets growing capacity needs. The platform also supports server virtualization solutions from VMware, Microsoft and Citrix, which allow organizations to be better equipped to reduce costs and improve the overall efficiency of their business.
Next-generation business continuity
NICE Engage provides capabilities to protect the entire system or individual segments, and to continue operating in case of failure or disaster, by enabling the system to continue recording calls, maintaining querying capabilities and protecting stored information. Considering the scale of deployment at nine sites across India, the solution’s flexibility in deployment as well as resiliency and redundancy in all main system components, were critical factors.
Simplified system management
A vastly simplified interface for integrating switches with Advanced Interaction Recorders ensures flexible management with the following features:
Licensing Manager: Allows for management within and across sites, with no recorder configuration required at start time or during channel capacity expansion
System Mapping: Simple recording configuration enables moving, adding and changing configuration on the fly from a centralized location
Mr. Saurabh Dhoot, Executive Director, Videocon d2h said, “We thrive on providing quality customer engagement solutions that supports real time engagement on par with Global standards. This is a welcome step forward in strengthening our customer care services in association with Nice APAC. ”
Himanshu Patil, Chief Operating Officer, Videocon d2h Ltd:
“With customer experience at the forefront of our vision and mission, we strive towards making Videocon d2h the most well-known brand in the DTH category with the most satisfied customer base. We are confident that the NICE recording solution will provide comprehensive insights into our customer interactions, helping us identify areas needing improvement, rectify them and deliver a perfect customer experience.”
Raghav Sahgal, President, NICE APAC:
“In an increasingly competitive, service-driven world, Videocon d2h knows the importance of keeping pace with customer expectations, and that it requires more than just recording calls. Acting on the deep insights provided by our Engage Multi-Channel Interaction Recording platform will help them make quick and concrete improvements in the customer experience.”