Videocon d2h to Implement NICE Engage Multi-Channel Interaction Recording

Indian Pay TV company replaces its existing solution with NICE, reducing total cost of ownership and simplifying system management

July 18, 2016

Paramus, New Jersey, July 18, 2016 – 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:

Lower TCO
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 decisions to focus on improvements in their customer experience.”

About NICE
NICE is the worldwide leading provider of enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE solutions help the world’s largest organizations deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

About Videocon d2h
Videocon d2h is India’s fastest growing DTH service provider which offers over 570 channels and services. Videocon d2h is launching HD Smart Connect Set top Box (Connected Set top box) which converts your existing normal TV into a Smart TV. The Connected set top box allows one to browse content from Facebook, Twitter, Daily Motion, video on demand sites, news sites, weather sites, etc through applications residing on STB. Powered by the MPEG-4 and DVB-S2 technology, Videocon d2h transforms your TV into a hub of entertainment and knowledge. It offers a wide range of active 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. It launched India’s first 4K Ultra HD DTH channel service. Videocon d2h offers India’s first Radio Frequency Remote Control. Videocon d2h also offers 45 “HD” channels and services. Videocon d2h has a pan India sales & distribution channel, superior service orientation & a track record of introducing technologically innovative product and service offerings. Videocon d2h has over 300 own service centres spread across 7500 top towns in India to attend and resolve the service issues within 4-6 hrs. SMART Services, a value-added bouquet of learning activities and games includes Smart Cooking, Smart English and Smart Games, all available on subscription basis. Smart services of Videocon d2h has something good to offer for every member of family right from an infant to a housewife. Videocon d2h was the first Indian media company to be listed on NASDAQ, USA. Videocon d2h has been awarded as India’s Most Trusted Brand 2016, Pay TV Operator of the Year at MIPCOM Cannes 2015, Asia’s most promising DTH brand 2013 & 2014, India’s Best brand by Economic Times 2014, India’s Most Promising Brand by Economic Times 2015 & recognised as top 50 dream companies to work for by World HRD Congress.

Corporate Media Contact
Erik Snider, +1 877 245 7448, erik.snider@nice.com

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: www.nice.com/nice-trademarks.

 

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