Vox Spectrum provides Customer Identification Capabilities to a Satellite Broadcaster
The Customer
A leading satellite television distributor who provides pay television, interactive & digital services across Europe, the Middle East and North Africa.
The Challenge
The customer has a call centre which handles subscribers’ calls for activation, service level changes and deactivation. However, some subscribers later denied requesting these services.
The customer wanted a solution where the subscriber’s request would be recorded, as well as uniquely identified with the subscriber’s identity.
The Solution
A customized version of the software was specifically developed for this customer. Subscribers were first directed to the IVRS, where they were prompted to enter their subscriber card number. This was captured by the IVRS system and passed onto DGVox.
DGVox associated this number with the call recording, enabling the customer to easily identify and playback on request calls from subscribers that were disputed.