MAM
Airtel launches customer care solution NetXpert
MUMBAI: Internet service provider Bharti Tele-Ventures has launched an automated customer support service NetXpert. The company, in association with California-based SupportSoft, has introduced the service to its DSL (digital subscriber line, a fixed broadband connection) subscribers to simplify installation and help overcome snags.
Airtel broadband subscribers in Bangalore will be the first in the country to receive NetXpert.
The NetXpert suite comprises three applications – Installer, Agent and Chat. With these, subscribers will be able to diagnose and solve problems without making calls to customer care agents. NetXpert is based on SupportSoft’s products for real-time customer support, which are used by 38 million broadband customers outside India.
Connectivity, browser and e-mail related issues are immediately resolved by NetXpert Agent, while the Installer helps subscribers install their connection without assistance. Installer also automatically detects system and network issues. It is based on SmartAccess, which allows the ISP to save on manpower as there are no longer time-consuming household visits by service technicians, states an official release.
The Chat application, based on SupportSoft’s LiveAssist, allows Airtel’s customer service representatives to chat online with up to four customers at a time. This reduces the wait time by taking recourse to a different, widespread communication medium, the release adds.
Brands
Hiili names Sanjay Hemady as country manager India
Media veteran to drive digital decarbonisation push
MUMBAI: Climate tech firm Hiili has announced its entry into India, appointing industry veteran Sanjay Hemady as India country manager to steer its growth in one of the world’s fastest-expanding digital markets.
Hemady, a familiar name across India’s media and consulting circles, will lead Hiili’s India operations from Mumbai. His mandate is clear: help Indian companies measure, manage and reduce the carbon emissions generated by their digital services.
Hiili offers a scientifically validated platform, certified by the UC3M-Santander Big Data Institute, that enables businesses to improve the efficiency of their digital infrastructure while cutting emissions. As organisations race to meet ESG targets, the company positions itself as a practical bridge between climate pledges and measurable action.
“I’m happy to share that I’m starting a new position as country manager, India at Hiili,” Hemady said in a LinkedIn post, adding that the company aims to move beyond broad sustainability promises towards precise, science-based decarbonisation.
Hemady brings more than three decades of experience spanning print, television, radio and digital media. He has previously served as chief executive officer at HIT 95 FM, assistant general manager at CNBC TV18, and held leadership roles at MTV India and The Indian Express, among others. Most recently, he worked as an independent business consultant advising firms across media and technology.
With India’s digital economy expanding at pace, the environmental cost of data, streaming and online services is climbing quietly in the background. Hiili’s bet is that carbon efficiency will soon sit alongside cost efficiency in boardroom conversations.
For Hemady, the move marks a shift from selling airtime and ad inventory to championing climate accountability. If successful, Hiili’s India play could make digital growth not just faster, but cleaner too.
