Videocon d2h has announced that it will be substituting its existing solution with NICE cutting down on ownership cost and simplifying system management.

NICE has been selected for its Engage Multi-Channel Interaction Recording platform and has replaced the recording solution in use by the company for five years.

Videocon d2h sports more than 570 Channels and Services including a host of regional channels. It also hosts an array of smart services like 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.

The company also has around 1,620 agents spread across nine locations to offer direct broadcast satellite service including television, audio programming, and interactive TV services, to commercial and residential customers all over India.

“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, ” conveyed Saurabh Dhoot, executive director at Videocon d2h.

The solution was selected for its centralized architecture which claims to cut down hardware footprint and total cost of ownership, which at the same time, being multi-tier secured, copes with growing capacity needs.

The platform also supports server virtualization solutions from VMware, Microsoft and Citrix, further reducing costs and improving the overall efficiency of its customer business.

The protection of the entire system or individual segments so that it will function even in case of failure or disaster incidence with call recording, maintaining querying capabilities and protecting stored information facilities, were other prominent features.

Also with nine sites across India, the solution is flexible to deploy and claims to be resilient and redundant in all main system components.

It also provides simplified interface for integrating switches with Advanced Interaction Recorders ensures flexible management with the features like Licensing Manager, allowing for management within and across sites, with no recorder configuration required at start time or during channel capacity expansion, System Mapping offering simple recording configuration enables moving, adding and changing configuration on the fly from a centralized location.

“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,” said Raghav Sahgal, president, NICE APAC.

Videocon d2h reported 16.8 lakh net subscriber additions during the year ended 31 March 2016. It had a subscriber base of 118.6 lakh in the last financial year compared to 101.8 at the end of the fiscal 2015. The revenue also saw a rise of 22.2 percent to Rs 2,855.86 crore from Rs 2,337.71 crore.

Vina Krishnan
[email protected]