Case study ServusTV
International service number concept with flexible routing and IVR system
When the Austrian commercial television channel ServusTV was launched, an international service number concept was required for viewer and competition hotlines for Austria, Germany and Switzerland. atms developed a tailor-made solution with national and international freephone as well as shared-cost numbers.
“By working with atms, we have been able to significantly improve the contact we have with our viewers while at the same time relieving much of the strain on our call centre forstandard enquiries.”
Andreas Gall, CTO Red Bull Media House GmbH
ServusTV is an Austrian commercial television channel based in Salzburg. It is fully owned by Red Bull Media House GmbH. The channel started broadcasting on 1 October 2009. ServusTV provides top-quality programming in the areas of culture, local interest, nature, entertainment, sport and information. The content is aimed at a cosmopolitan German-speaking TV audience with a wide range of interests.
When ServusTV was launched, an international service number concept was required for a variety of viewer and competition hotlines for Austria, Germany and Switzerland. In addition to a flexible call management solution, the customer also requested the option of individually designed customer dialogue. The plan now is to gradually expand the offering of telephone numbers across Europe.
atms developed a tailor-made, one-stop solution for ServusTV with national and international freephone (0800) as well as shared cost telephone numbers (0820/1805/0848).
For the freephone offering, atms provided a triple solution – identical 0800 service numbers for the three countries that make up the DACH region. This allows viewers to enquire about current programme highlights and how to receive the channel or to leave messages such as requests, suggestions and questions.
The flexible routing requirements were also implemented in accordance with the wishes of ServusTV. If necessary, the target numbers can be changed quickly and easily by ServusTV itself.
In addition, atms implemented a customised IVR (Interactive Voice Response) solution with voice-automated message services, e.g. for caller pre-screening or for competitions. The IVR system is operated as a managed service in the atms network and can be configured by the customer via a web interface.
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Created on: 07/08/2014