Orbit Showtime Network
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howtime is one of the main players in the satellite television arena, and over the past year the company has embarked on an ambitious plan to boost its share of the market. Part of this has revolved around relaunching its channel packages – and crucially securing rights to the English Football Association (FA) Premier League, one of the most sought-after prizes in pay-TV.
Showtime is one of the main players in the satellite television arena, and over the past year the company has embarked on an ambitious
plan to boost its share of the market. Part of this has revolved around relaunching its channel packages – and crucially securing rights to the English Football Association (FA) Premier League, one of the most sought-after prizes in pay-TV.
Another major plank in Showtime’s strategy has been to make sure its customer service is up to scratch, not only in terms of developing
and training its contact centre staff, but also its technology. The company decided to upgrade its Dubai and Cairo contact centres in 2005,
and wanted to bring in a converged IP-based system to offer the latest features.
Showtime’s vice president of operations, Steven MacDiarmid, explains how the broadcaster’s programming and infrastructure strategies came together: “The FA Premier League is fabulous news for the programming
team, and for the sales guys – when you get to the guy who runs operations, the question is ‘how on earth are we going to deal with this?’
“This is the most important football league in the world, it’s the most watched – it’s going to attract a lot of attention. And it will bring
extreme peaks of activity. We have interactive applications, and suddenly at 7pm – it’s Manchester United and Chelsea about to kick off, and tens of thousands of your customers want to interact with you. The investment in Avaya was a strategic step we made over a year ago, to get ready for this moment,” MacDiarmid says.
What our cilents say? all testimonails
EMW knows our company very well; they know our setup inside out and our extremely aggressive expectations from a timeline point of view. They basically made sure that we had as little involvement in [the roll out] as possible , other than providing it with our requirements and giving access to the support of our local IT teams. We had too much on our plate to focus fully on doing all this project-work ourselves
