Olympusat Selects OnProcess to support Vemox OTT solution | OTT | News | Rapid TV News
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Service supply chain firm OnProcess Technology has won a contract with Olympusat to enable it to roll out its new Vemox over-the-top offering.

The new OTT service is designed to deliver ‘superior’ customer experience on a global scale and is claimed to be the first solution of its kind to focus on content for the Spanish-language market.

In supporting the product, OnProcess will assemble a dedicated Vemox team, which will engage with subscribers through multiple touch points to educate them about the new offering and resolve issues related to passwords, streaming, device compatibility, features and functionality.

By conducting a voice of the customer programme and using OnProcess’s technology platform and embedded analytics, OnProcess says it will be able to gain insights into common usage-related issues and proactively address them through process improvements. Agents will also watch for technical issues beyond OTT subscriber usage that may arise as part of the new product launch, and escalate them to network engineers for immediate corrective action.

“We had to be certain that whoever became the face of Vemox – and, therefore, Olympusat and the affiliates who white-label our product – would deliver a superior customer experience,” said Tom Mohler, CEO, Olympusat Holdings.

“OnProcess [is] intimately familiar with the broadband market and experts at helping end-users navigate the nuances of new products. [The company will] be able to scale and customise Vemox support with new affiliates as we roll out to the US and Latin America.”

“Selecting a tech operations support managed services provider is a crucially important decision – it can make or break customer relationships. The stakes are especially high when launching a new offering, where churn is more likely if end-users don’t get quality support,” added Michael Wooden, CEO, OnProcess Technology. “We’re thrilled [Olympusat is] entrusting OnProcess to support such an important offering.”