MAM
Health care services provider LifeCell opts for Kapture CX customer service tool
MUMBAI: Health care services provider LifeCell International has signed up with Kapture CX, a provider of customer experience solutions to enhance its customer support operations across all channels and optimise its omnichannel ticketing management system. As a part of the implementation, a single, unified platform for all customer tickets has been built, eliminating the need to toggle between multiple systems.
Kapture CX has also melded with LifeCell’s order management systems and logistics providers to ensure seamless access to critical customer data for faster, more accurate resolutions. Additionally, Kapture CX enables proactive customer support, such as addressing abandoned carts to improve revenue generation, lead conversions, apart from including outbound call support to empower agents to initiate conversations when necessary, enhancing customer outreach and engagement.
LifeCell found it imperative to integrate all its customer support systems as it offers several services and it reasoned that centralising all of these under one customer response system would improve response time.
Among the services LifeCell offers include: a community banking program which has the world’s largest repository of ready-to-use access to over 70,000+ matching stem cell and tissue units for Indian origin patients seeking a transplant; skincare brand AreoVeda targeted at pregnant women, new moms, and new borns and finally, health investigations for patients seeking discreet self-service offerings from the comfort of their homes through mail-order test kits.
“Integrating Kapture CX into our customer support system will significantly contribute to LifeCell’s journey in providing seamless, efficient, and proactive service,” said LifeCell CTO Pawan Singh. “We look forward to centralising our customer data and improved agent productivity whilst emphasising consumers’ responsiveness and the high-quality care they deserve. We look forward to its positive impact on both our customer relationships and business growth.”
Added Kapture CX CRO Gaurav Juneja: “This collaboration exemplifies how our tech-first approach and AI-driven systems can transform customer engagement, ensuring that LifeCell continues to lead the way in innovation while enhancing overall customer satisfaction.”
AD Agencies
Abhay Duggal joins JioStar as director of Hindi GEC ad sales
The streaming giant brings in a seasoned revenue hand as the battle for Hindi television advertising heats up
MUMBAI: Abhay Duggal has a new desk, and JioStar has a new weapon. The media and entertainment veteran has joined JioStar as director of entertainment ad sales for Hindi general entertainment channels, adding 17 years of hard-won revenue experience to one of India’s most powerful broadcasting operations.
Duggal is no stranger to big portfolios or bruising markets. Before joining JioStar, he spent a brief stint at Republic World as deputy general manager and north regional head for ad sales. Before that, he put in three years at Enterr10 Television, where he ran the north region for Dangal TV and Dangal 2, two of India’s leading free-to-air Hindi channels. The north alone accounted for more than 50 per cent of total channel revenue on his watch, a number that tends to get attention in any sales meeting.
His longest stint was at Zee Entertainment Enterprises, where he spent over six years rising to associate director of sales. There he commanded the Hindi movies cluster across seven channels, owned more than half of north India’s revenue across flagship properties including Zee TV and &TV, and closed marquee sponsorships across the Indian Premier League, Zee Rishtey Awards and Dance India Dance. He also handled monetisation for the English movies and entertainment cluster and the global news channel WION, a portfolio that would stretch most sales teams twice his size.
Earlier in his career Duggal closed what was then a Rs 3 crore single deal at Reliance Broadcast Network, one of the largest in Indian radio at the time, before that he helped launch and monetise JAINHITS, India’s first HITS-based cable and satellite platform.
His edge, by his own account, lies in marrying data and instinct: translating audience trends, inventory signals and client demands into long-term partnerships built on cost-per-rating-point discipline rather than short-term deal chasing. In a media landscape being reshaped by streaming, fragmented attention and AI-driven advertising, that kind of rigour is increasingly rare and increasingly valuable.
JioStar, which blends the scale of Reliance’s Jio platform with the content firepower of Star, is doubling down on its advertising business at precisely the moment the Hindi GEC market is getting more competitive. Bringing in someone who has spent nearly two decades doing exactly this, across some of India’s most watched channels, is a pointed statement of intent. Duggal has spent his career turning audiences into revenue. JioStar is clearly betting he can do it again, and bigger.
