DTH
Tata Sky deploys speech recognition technology to improve customer experience
MUMBAI: Direct to home (DTH) operator Tata Sky will enter in the New Year, with the promise to service its customers better. And in keeping with that, the operator has partnered with Nuance Communications for its speech recognition technology which will be deployed in all Tata Sky contact centres.
With this technology, customers calling into the contact centre can speak naturally, in English, Hindi and 10 additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.
Tata Sky has a widespread network, providing over 270+ channels and interactive services Pan India. Previously, customers calling into the contact centre would have to navigate through lengthy menu prompts to be routed to the appropriate agent to handle their question, causing unnecessarily long call times. Tata Sky turned to Nuance to implement speech recognition technology into their Interactive Voice Response (IVR) system so that callers could simply state the reason for their call. A popular service provided by Tata Sky is allowing customers to simply say the name of a movie and the desired time for viewing in order to watch a Showcase movie. This process is now completely automated and saves customers from having to wait to speak to an agent to order a Showcase movie, reducing unnecessary call transfers and allowing agents to answer more complex queries.
Tata Sky CEO & managing director Harit Nagpal said, “We wanted to provide our customers with a convenient experience that provided them with the service they desired quickly and eliminated the need to wait for an agent. We looked to Nuance’s speech and language solutions because of Nuance’s ability to service our customers in English, Hindi and 10 additional Indian languages as well as the robustness of the solution in terms of handling calls quickly and efficiently. Nuance’s professional services helped us to build a solution that integrated well with our current system and mapped well with our business processes. This deployment has successfully impacted the customer experience at Tata Sky.”
“Tata Sky’s IVR speech implementation has given them a real advantage when it comes to servicing their customers, setting them apart from the competition,” said Nuance general manager, India & ASEAN Sunny Rao.
“Speech recognition allows customers to have an experience that exceeds expectations. Customers can now receive service how and when they want, by choosing their preferred language and speaking conversationally,” concluded Rao.
DTH
Dish TV moves court seeking level playing field with DD Free Dish
DTH player flags unfair edge as free platform reshapes pay-TV market
MUMBAI: Dish TV has approached the Kerala High Court, seeking a level playing field with DD Free Dish, the free-to-air satellite platform run by Prasar Bharati.
At the heart of the dispute is what Dish TV calls a regulatory imbalance. The company has urged the Ministry of Information and Broadcasting to bring DD Free Dish under the same rules as private direct-to-home operators, including mandatory encryption and compliance with the Digital Addressable System under existing laws such as the Indian Telegraph Act and the Cable Television Networks (Regulation) Act.
Private DTH platforms are required to encrypt their signals, meaning viewers need authorised set-top boxes and paid subscriptions. In contrast, DD Free Dish remains unencrypted, allowing access through basic equipment without monthly fees, a difference Dish TV argues creates a structural advantage.
In its petition, Dish TV has described the current framework as arbitrary and discriminatory, alleging it undermines constitutional guarantees of equality and the right to trade. The company pointed out that while private operators shoulder the cost of encryption infrastructure, licensing fees and regulatory levies, DD Free Dish operates without similar obligations despite scaling up significantly.
Originally launched to distribute Doordarshan channels, DD Free Dish has steadily morphed into a quasi-commercial platform. It now carries around 120 private channels and generates substantial revenue through slot auctions, with earnings rising sharply over the years, according to the petition.
The case also throws a spotlight on shifting dynamics within India’s television market. Pay DTH operators have been grappling with a shrinking subscriber base, which has fallen from nearly 70 million in 2021 to about 51 million in 2025. At the same time, DD Free Dish has expanded its reach to roughly 53 million households, buoyed by viewers in price-sensitive regions opting for free access over paid subscriptions.
The migration has been further fuelled by broadcasters placing popular channels on the free platform, making it an increasingly attractive alternative for households looking to cut costs.
The Kerala High Court has admitted the petition and scheduled the next hearing for June 2, 2026. It also noted that a recent notice by Prasar Bharati inviting regional channels to uplink on DD Free Dish without carriage fees until March 31, 2026 will remain subject to the final outcome of the case.
Regulators have already acknowledged the gap. The Telecom Regulatory Authority of India, in its July 2024 recommendations, proposed a shift towards an addressable system for DD Free Dish, though these suggestions are not binding. The government is yet to take a final call, mindful of the platform’s reach among millions of households.
The petition follows repeated representations from private players and bodies such as the All India Digital Cable Federation, all flagging the same concern: a fast-growing free platform competing in a paid market without the same rulebook.
As the courtroom battle unfolds, the outcome could redraw the contours of India’s pay-TV ecosystem, deciding whether the free ride continues or the rules of the game finally converge.
