Vox Spectrum provides customer identifi cation capabilities to a satellite broadcaster

The Customer

A leading satellite television distributor who provides pay television, interactive and digital services across Europe, the Middle East and North Africa and currently off ers fi ve pay television bouquets comprising over 60 television channels across these regions, to provide the best in value, entertainment and choice within each market.

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 identifi- ed with the subscriber’s identity.

  The Solution

  Vox Spectrum provided a customized version of the   DGVox API to the customer. Th e customer integrated   his IVRS system with DGVox through this API.

  Subscribers were first directed to the IVRS, where   they were prompted to enter their subscriber card   number. Th is was captured by the IVRS system and   passed on to DGVox through the API.

  DGVox associated this number with the call recording,   enabling the customer to easily identify and playback   on request calls from subscribers that were disputed.

  The solution was deployed in January 2004, and has   been working to the customer’s satisfaction ever   since.