Case Study: Videocon d2h achieves scalable, high-availability customer service and optimized resource utilization with Genesys

Videocon d2h Uses Genesys to Boost Service, Optimize Resources

Videocon d2h, part of the Videocon Group, launched a Direct-to-Home (DTH) service in India and needed a stable, highly available contact center platform to support rapid subscriber growth across four centers. The company required scalable IVR-driven multilingual self-service, CRM-integrated agent tools, comprehensive reporting and recording, and the ability to grow from a few hundred seats to several thousand while maintaining high service levels.

Videocon d2h implemented the Genesys suite — including Genesys Voice Platform (GVP), Customer Interaction Management, Desktop, Virtual Customer Service, Info Mart and analytics — with mokSa Technologies as system integrator and Verint recording integration. The solution delivered 100% IVR uptime, supported millions of inquiries, enabled over 1,500 agent seats and 1,200 IVR ports (with plans to scale further), improved efficiency and personalized service, and positioned the company to meet its aggressive subscriber growth targets.

Videocon d2h

Vinay Tyagi

Head - Call Center Technology