Indovision Improves Customer Satisfaction Score by 28% With Ameyo

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indovision

Industry: Direct broadcast satellite (DBS)

Region:  Jakarta, Indonesia (HQ)

About Indovision

PT MNC SkyVision (MSV) is the pioneer in Indonesia’s satellite pay television industry. Established in 1988, MSV began to market their satellite-based Pay TV service in early 1994 under the INDOVISION brand name.

To distribute its service throughout Indonesia, MSV is using its own satellite, IndostarII, which was launched on May 2009. Broadcast on S-band frequency, this satellite is equipped with latest broadcast transmission technology. Using the new satellite, MSV is able to distribute pay television services with superior audio–video quality, strong signal durability, and bringing more than 100 local and international channels throughout Indonesia through its product INDOVISION.

Challenges

  • Automation of legacy technology infrastructure
  • No centralized management system
  • Integration of billing and subscriber management system
  • Auto list filtration on multiple lists

Key Benefits

  • Centralized pre-integrated solution
  • Integrating process flow from site offices and users
  • Integrating the billing system to the IVR
  • Dashboards and advanced reporting tools

Ameyo helped Indovision

Indovision implemented the Ameyo communications suite that provided them with a centralized pre-integrated solution, integrating process flow from their site offices. An advanced IVRS was implemented for self-service of routine queries like checking subscription expiry date, balance left in the account, information on various promotional offers, etc. Integrating the billing system to the IVR, along with a payment gateway, enabled bill payments via phone for Indovision’s customers. It also allowed for interoperability between the existing business applications for simplified contact center operations and reduced manual interference. Dashboards and advanced reporting tools of Ameyo helped Indovision analyze the performance of various resources of the system.

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