ConNova. CALLCENTER Services. A complete or partial customer service solution for programme/content providers.

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1 ConNova CALLCENTER Services A complete or partial customer service solution for programme/content providers.

2 The beginning and end of your business. Something wonderful has happened. The classic passive viewer of the Television Era has all but vanished. There is little or no more room for purveyors of what Frank Lloyd Wright called chewing gum for the eyes. The viewer of today (not to mention tomorrow) is intelligent and level-headed. He makes well-informed decisions, and knows that the wide range of options has put him in control. Suddenly, the medium is a buyer s market. TV channels are multiplying. Internal and external networks are expanding at break-neck speed. Global net providers offer services that were unthinkable only a few years ago. The possibilities seem infinite. Maybe they are. ConNova Callcenter Services is built on the premise that television programmers should be making TV programmes without straining their resources by constructing and maintaining both Customer Care & Billing and Subscriber Authorization Systems. Being the first independent customer care service provider in Europe, we have a wealth of experience. That experience can become your insurance against loss of income due to, for example, technical mishaps or poor routines. Granted, every business venture involves a certain element of risk. It s our job to minimise your risk. Welcome to ConNova Taking Care of Business

3 ConNova Callcenter Services You ve heard a lot about the convergent market, and how it s supposed to change everything. In a way, it really doesn t. Because it s still all about the customers. Your customers. Regardless of how good you are at meeting or exceeding your customers expectations of content; technical, invoicing and service issues must also be first-class service. Make sure your customers are always given handled with care. And that s why you should contact us. Maybe programming is your field of expertise. Handling customer service is ours. We offer total flexibility and cater the services to the needs of the customer. As a part of ConNova, we have access to the latest and best administrative and technical systems we can even help you with satellite capacity. And we have long experience within DTH, cable, SMATV, and we re also active in the DTT field. Start-up time and investments, own management Own management ConNova Starting a customer management on your own takes time and money. With ConNova, you re ready to go from day one. An extension of your operation Customer Care & Billing and Subscriber Authorization Systems (SAS) are deceptively simple. But as many have learned the hard way, operating an efficient customer care system is a time-consuming task, stealing time that would be better spent doing what you do best. You can have that time, by letting us do what we do best. It s an everybody-wins situation. With ConNova Callcenter Services you will have a smoothly functioning system from day one. Initial investment and running costs will be kept to a minimum. You will be free to concentrate on your own work without being bogged down in investment decisions, hiring of staff and the solution of technical problems as they arise. Working with ConNova makes sure your investment pays off.

4 Taking care of business An outline of ConNova Callcenter Services ConNova Callcenter Services is a complete pan-european customer service solution for programme/content providers. We work with large programme providers as well as with niche-channels. We are independent and work with a wide network of retailers throughout Europe. Naturally our customer service personnel are multilingual so we can assist your customers in most languages. The main functions that ConNova Callcenter Services can offer are all focused on keeping your end consumers happy. They couldn t care less how your operation runs they just want a clear picture when they turn on the TV, and access to the channels that they ve paid for. That s why we concentrate on supplying them with the service they require as quickly as possible. This is facilitated, for example, by our network of retailers throughout Europe. Substantial information packages are distributed to said retailers, resulting in a closeness between provider and receiver. We also take care of everything that has to do with invoicing, distribution and authorization(s) of smart cards, help-desks the whole package, all customized to the particular needs of you and your customers. An example of a partial solution is our work for Sweden s first digital terrestrial TV operation. There we are responsible for all the logistics and administrative tasks alone, leaving the actual customer care department to run independently. Compare that to the full-service operation for a channel aimed at expatriate Swedes or TV Chile for expatriate Chileans in Europe, where we handle the entire chain of customer care and billing, without skipping a beat. Customer Care Authorization Customer database maintenance Order handling Smart card and decoder logistics Billing and collection Marketing Reporting and statistics Convert commercial subscription information into encryption which can then be transmitted in the broadcast stream.

5 Example of an operation Here is a typical niche-channel arrangement: 1. Marketing This is handled by the TV channel, sometimes with our support. 2. Sales 3. Order The potential customers are registered, and then we distribute a package with the following information: information about the channel data on receptive conditions price equipment needed retailer information subscription agreement An order is issued once the advance payment is registered. 4. Delivery A smart card is authorized and sent out to the customer. Or the retailer is supplied with smart cards and information that enables a quick startup and a close relationship. 5. Invoicing This is how a subscription is renewed: by paying the invoice. Through this process we ensure that only the paying customers smart cards are re-authorized. 6. Payment 7. Support Advance payment for renewed subscription has already been registered (common praxis). Additional payments are monitored, and orders issued. Also, payments we have received from the end consumers are forwarded to our client. Our help-desk is focused on helping the end consumer with all types of technical and commercial problems that may arise. 8. Statistics See, for example, how many calls were taken during any given time. View results by country, campaign, time or churn rate, just to name a few. We can also help out with your market research.

6 Taking Care of Business. Our partners include Ericsson Telecom. Our software is officially a part of Ericsson s global activities. By pooling our knowledge of the television and telephony markets, we can prepare for the service requirements of future customers. NSAB (Nordic Satellite Company) and ConNova jointly market and sell NSAB s satellite capacity and ConNova s subscriber management and conditional access products and services. As a result of this co-operation, customers will have a turn-key distribution solution for television and computerintegrated services in which satellite capacity, customer service, invoicing and conditional access are delivered in one package. Teracom distributes all Swedish public-service radio and television, as well as the commercial channel TV4. Teracom and ConNova are working together to structure a digital terrestrial distribution of both television and electronic information and transaction services in Sweden, as well as via satellite throughout Europe. France Telecom. ConNova is licensed to develop and market systems which support Viaccess (a conditional access technology developed by France Telecom). Some of our clients Senda AB (operates Swedish digital terrestrial network), SVT Europa (Swedish national channel for non-resident Swedes), TV Chile (Chile s national channel for Chileans living in Europe), Chinese Channel, Radiotjänst i Kiruna AB (license fee collector for Sweden s national broadcasting company), StjärnTVnätet AB (a major Swedish cable operator), MTV, Casema, PTT Telecom, Teracom. ConNova supplies world-class business software, systems and services to companies that provide entertainment, information and communication. We provide an essential ingredient for the successful, cost-effective delivery of services like pay-tv, Internet and telephony with the highest standards of customer service. We bring to the business both leading-edge innovation and fifteen years of experience. We are listed on the Stockholm Stock Exchange. ConNova P.O. Box 51, SE Motala, Sweden. Phone: +46 (0) Fax: +46 (0) info@connova.se