PTCL ICFLIX Services

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Brittney Dean
5 years ago
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1 PTCL ICFLIX Services

2 PTCL ICFLIX Services PTCL has introduced ICFLIX service with superior quality of entertainment experience. Now customers can enjoy a wider range of entertainment content which would be accessible to all internet users. It is worth mentioning that this service will be based on an intelligent streaming, which will ensure that it remains un-interrupted even if internet speed is fluctuating at customers end. Content Library includes: Hollywood Bollywood Pakistani /local Kids etc. Customers can enjoy unlimited content just by entering PTCL provided User name and Password on In later stage, the service would be available on STBs in the form of applications and would also be offered to any broadband customers (other networks & 3 G)

3 ICFLIX Features Value added services of Broadband Easy accessibility, service acquisition and Nation Wide availability High demand and vast quantity of content, comprising of major studios from Hollywood, Bollywood, Pakistani and Kids. Quality entertainment offering digital quality picture and voice quality including no buffering issues for valued customers of PTCL Multi-screen viewing (4 to 5 users can use simultaneously) Interactive features with intelligent search & recommendation engine Simple Billing through VAS service Easy to change password. 24-hours activation

PTCL-ICFLIX- Activation Flow Customer PTCL Helpline CCR Order Taking in BnCC 1 2 3 CCR will enter Customer Info (Email Mandatory) CCR will send the information to ICFLIX The password

4 PTCL-ICFLIX- Activation Flow Customer PTCL Helpline CCR Order Taking in BnCC CCR will enter Customer Info ( Mandatory) CCR will send the information to ICFLIX The password will be shared with the customer through Authentication with PTCL PCRM Customer will login using and provided password on the ICFLIX website 6 ICFLIX Profile Creation

5 IMPORTANT POINTS It is a value added service (VAS) of broadband connection. Now All EVO POSTPAID Customers can also avail ICFLIX services as Broadband DSL Customers do. Monthly Line rent (Rs 500/month) would be charged to EVO POSTPAID Customers but not Prorated. (Pro-rated Line rent is only for Broadband DSL customers) Customers may call /1236 for the activation of ICFLIX. At the time of activation, customer would be asked for address. Activation TAT would be 24 hours. Username and password would be delivered through that address only. (No SMS support available)

6 Customers can create Trial Account which can be used only for 7 days by visiting ICFLIX website or ICFLIX Android App. Trail Account can be created only on one Address. Multi Login Support is supported up to 5 devices only. (Remember not to tell these limitations to customers). Streaming will affect the download volume of Broadband/EVO connections. Customer can use this service through EVO or other ISP connection as it has the feature of Multi Login Support. Customers can enjoy up to 800 movies. IMPORTANT POINTS Customer will require Widevine Media Optimizer to watch movies on ICFLIX using laptop/desktop Password could be changed by visiting ICFLIX website. Once account is activated then it may be used for watching unlimited movies.

7 Complaint Types ICFLIX (Website) 7

8 Website Not Opening Request customer to check other websites. If other websites are not opening then follow broadband SOP s. If other websites are opening than disable windows firewall/proxy/antivirus firewall Check on different browsers if available. If still not opening than request customer to ping the site. If reply is normal than guide customer to change system or reinstall windows as there is some issue with operating system. If request timed out than request customer to the screen shot of the reply to also register complaint of Website Unaccesible in CRM and in ICMS (after 24 hours) with precise remarks. Website opened but not logged in Request customer to verify username password. In case of customer don t know/sure about username and password than refer customer to If customer sure about the username/password than register complaint (ICFLIX) Log in Issues in CRM and in ICMS (after 24 hours) with precise remarks. 8

9 Customer don t have username and password If customer is a new user and want to get username and password to use this service than refer such customers to for order placement. If customer already placed the order and did not get username and password to login on his/her alternate address than register complaint (ICFLIX)Applied but did not get the password in CRM and in ICMS (after 24 hours) with precise remarks. Username/password logged in but movie not playing/streaming issues Ask customer, is he/she getting any message of installation of player (plugin)? If yes than request customer to install. If not getting or already installed and movie still not playing than; Verify speed from or if less than 60% then follow broadband Slow Browsing SOPs. if all is fine but still issue persists or have streaming issues than register complaint for (ICFLIX) Application issues / Streaming issues in CRM and in ICMS (after 24 hours) with precise remarks. 9

10 NOTE: Internet connection is mandatory to run ICFLIX Do not register any complaint for Trial users (7 days free trial) Username would be same as alternate address provided by the customer at the time of service activation Password would be ed to that address provided by customer. In order to play available movies, customer should install widevine media optimizer plugin in his/her web browser (would be prompt in browser when playing movie) In case of changes required in password, refer such customer to Username would be same as alternate address provided by the customer at the time of service activation so it is mandatory to take address while registering complaint For further support, guide customer to at 10

11 Complaint Types ICFLIX (Android Application) 11

12 Application Not Opening Request customer to check other websites. If not working then follow broadband SOP s. If working than request customer to reinstall application. If application not opening even after reinstalling it than register complaint of (ICFLIX) Application issues / Streaming issues in CRM and in ICMS (after 24 hours) with precise remarks. Application login issue Request customer to verify username password. In case of customer don t know/sure about username and password than refer customer to If customer sure about the username/password than register complaint (ICFLIX) Log in Issues in CRM and in ICMS (after 24 hours) with precise remarks. Customer don t have username and password If customer is a new user and want to get username and password to use this service than refer such customers to for order placement. If customer already placed the order and did not get username and password to login on his/her alternate address than register complaint (ICFLIX)Applied but did not get the password in CRM and in ICMS (after 24 hours) with precise remarks. 12

13 Username/password logged in but movie not playing/streaming issues Verify speed from or if issue persists then remove networking if there. Request customer to disable all internet related applications like torrents, proxy, etc. If all is fine and still issue persists or have streaming issues then register complaint for (ICFLIX) Application issues / Streaming issues in CRM and in ICMS (after 24 hours) with precise remarks. NOTE: Internet connection is mandatory to run ICFLIX. To download application please visit Google play store or apple store. Do not register any complaint for Trial users (7 days free trial). Username would be same as alternate address provided by the customer at the time of service activation so it is mandatory to take address while registering complaint. Password would be ed to that address. In case of changes required in password, refer such customer to For further support, guide customer to at support@icflix.com 13

14 Thank You Presented by: Training & Development Team IBCC LHR-1 14

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