Managed OTT Back Office Services: Run Your Platform, So You Can Grow It.

Content Ingestion & Lifecycle Management

We manage the entire journey of your content, from receiving files from distributors to processing, transcoding, and ensuring they are ready for publishing. Our process ensures a 99.9% error-free rate, eliminating frustrating playback issues for your viewers.

• Faster content-to-live pipeline
• Reduced transcoding errors and costs
• Seamless management of massive content libraries

Metadata Management & Enrichment

Accurate metadata is the lifeblood of discovery. We create, validate, and enrich your metadata—including titles, descriptions, cast, and AI-generated tags—to power your recommendation engine and improve content discoverability by up to 50%.

• Improved content discovery and user engagement
• Enhanced SEO for your content pages
• Consistent and accurate data across your entire library

AI-Powered Content Moderation

Protect your brand and community with 24/7 content moderation. Our hybrid approach combines AI for initial flagging of explicit, violent, or copyrighted content with expert human review for nuanced decisions, ensuring 99.5% accuracy within your policy guidelines.

• 24/7 brand safety and community protection
• Reduced risk of legal and compliance issues
• Consistent application of content policies at scale

Subscriber Lifecycle Management

From onboarding and trials to upgrades, downgrades, and cancellations, we manage every interaction in the subscriber journey. Our proactive support and clear communication help reduce accidental churn and improve lifetime value.

• Increased customer lifetime value (LTV)
• Reduced passive churn from failed payments
• Improved new user onboarding success rate

Billing, Invoicing & Subscription Support

Billing questions are the #1 support driver. Our specialists handle everything from failed payments and refunds to coupon code issues and subscription queries across multiple currencies and payment gateways, resolving issues on the first contact.

• Drastically reduced support tickets related to billing
• Improved revenue recovery from failed transactions
• Higher trust and satisfaction from viewers

Royalty & Revenue Share Management

Accurately calculate and manage complex royalty and revenue-sharing agreements with content creators, studios, and distributors. Our audited process ensures timely and accurate payments, maintaining strong partner relationships.

• Accurate and timely payments to content partners
• Reduced administrative burden on your finance team
• Transparent, auditable reporting for all stakeholders

Ad Operations (AdOps) Support

For AVOD and FAST channel operators, we manage the ad lifecycle. This includes trafficking, campaign setup, QA, and performance monitoring for VAST/VPAID tags to maximize fill rates and ad revenue without compromising user experience.

• Maximized ad revenue and fill rates
• Reduced ad-related playback errors
• Faster campaign launch and reporting

Live Event Monitoring & Support

For live sports, news, or concert streaming, every second counts. Our team provides 24/7 real-time monitoring of stream health, audio/video quality, and social media buzz, enabling instant incident response to ensure a flawless live experience.

• Proactive issue detection before viewers are impacted
• Guaranteed support during critical live broadcasts
• Enhanced viewer trust for premium live content

Digital Rights Management (DRM) Support

We work with your DRM provider to manage licenses and resolve playback authorization issues for viewers. Our team acts as the first line of defense, troubleshooting common DRM-related errors to keep your premium content secure and accessible.

• Protection of high-value content from piracy
• Faster resolution of viewer access issues
• Reduced burden on your core engineering team

Tier 1 & 2 Customer & Technical Support

Provide your viewers with 24/7, omnichannel support via chat, email, and phone. Our agents are trained on your platform to handle everything from 'how to reset my password' to complex technical troubleshooting like 'why is my Roku app buffering?'

• Improved CSAT and NPS scores
• 24/7 support coverage across all time zones
• Data-driven insights from support interactions

Data Analytics & Business Intelligence Reporting

We don't just run your operations; we give you the data to improve them. We provide custom dashboards and weekly reports on key metrics like subscriber churn, content performance, support trends, and operational efficiency.

• Actionable insights, not just raw data
• Custom reports tailored to your business KPIs
• Data-driven decision-making for your leadership team

Content Compliance & Geo-Fencing Checks

Ensure your content meets the specific rating standards and licensing restrictions for every country you operate in. Our team performs manual checks and uses AI tools to flag potential compliance issues before content goes live, avoiding costly legal battles.

• Mitigated risk of fines and legal action
• Confident expansion into new international markets
• Adherence to complex global content regulations

User-Generated Content (UGC) Curation

If your platform includes UGC, we help you find the gems. Our team curates and highlights the best user-submitted content according to your guidelines, fostering a vibrant and engaged community while filtering out noise and inappropriate material.

• Increased community engagement and content volume
• Improved quality of user-generated content
• Reduced visibility of spam and low-quality submissions

Platform Quality Assurance (QA) Testing

Before you push a new app update or feature, our QA team tests it across a real-world matrix of devices, browsers, and operating systems. We find the bugs so your users don't, ensuring smooth product launches.

• Reduced post-launch bugs and negative app reviews
• Increased confidence in your development cycle
• Testing coverage on hundreds of device combinations

AI-Driven Churn Prediction & Prevention

We use machine learning models to analyze user behavior and identify subscribers at high risk of churning. This allows us to trigger proactive retention campaigns, such as a special offer or a support check-in, to keep them on your platform.

• Proactively reduce voluntary subscriber churn
• Increased effectiveness of retention marketing spend
• Deeper understanding of why subscribers leave

Drastic Cost Reduction

Access a global talent pool and AI-driven efficiencies to cut your back-office operational costs by up to 60% compared to building an in-house team in the US or Europe. Reinvest those savings into content and marketing.

Scale On Demand

Go from supporting 1,000 viewers to 1 million without a hiring spree. Our flexible pod-based model lets you scale your dedicated team up or down in as little as 48 hours, matching your resources to your growth.

AI-Augmented Expertise

We don't just provide people; we provide an AI-powered system. Our teams use proprietary AI tools for faster content moderation, predictive churn analysis, and intelligent ticket routing, ensuring superhuman efficiency and accuracy.

Ironclad Security & Compliance

Operate with confidence. As a CMMI Level 5, SOC 2, and ISO 27001 certified company, we ensure your content, user data, and financial transactions are protected by enterprise-grade security and audited processes.

Faster Time-to-Market

Launch new channels or expand into new regions in record time. Our pre-trained teams are ready to handle content compliance, localization, and multi-lingual support from day one, eliminating months of setup time.

Unified Operational View

Replace scattered spreadsheets and disconnected tools with our unified reporting dashboard. Get a single source of truth for subscriber metrics, content performance, and support KPIs to make smarter business decisions.

Focus on Your Core Mission

Stop being a back-office operations company. Outsource the context and focus on the core: acquiring compelling content and growing your audience. We handle the rest.

20+ Years of Proven Process

Since 2003, we've refined our BPO processes for global leaders. We bring decades of experience in process optimization, quality control, and service delivery to your OTT platform, guaranteeing a mature and reliable operation.

Zero-Risk Replacement

We are so confident in our talent that we offer a free replacement guarantee. If any member of your team is not performing to your standards, we provide a replacement and manage the knowledge transfer at zero cost to you.

Aaron Welch

CEO, FitLife TV

"As a founder, you have to choose what fires you're going to fight. LiveHelpIndia took the entire 'back office fire' off my plate. Our subscriber support is now 24/7, and I haven't looked at a billing support ticket in six months. This is the single best investment we've made in scaling our operations."

Emily Snow

Operations Manager, IndieFlix Showcase

"The team is fantastic. They feel like our own employees. Their metadata enrichment service has been a game-changer for us. Our 'similar films' recommendations are finally working, and we've seen a measurable lift in viewer engagement and watch time since they took over."

Brennan Freeman

CTO, CorporateLearn

"I was skeptical about outsourcing anything touching our platform. The security and process maturity of LiveHelpIndia won me over. Their QA testing team is more thorough than our previous in-house setup. They've become a critical part of our release cycle."

Abby Houston

Head of Content, FaithNow Streaming

"Content moderation is a huge responsibility for a brand like ours. The LiveHelpIndia team handles it with incredible sensitivity and professionalism. Their hybrid AI-human approach is fast, accurate, and perfectly aligned with our community guidelines. It gives us tremendous peace of mind."

Gabriel Lane

CFO, MegaComs

"We engaged LiveHelpIndia to handle billing support for our new streaming bundle. The cost savings were the initial draw, but the quality of service is what has impressed us. They reduced billing-related churn by a full percentage point, which for a business our size, is a massive financial impact."

Kaitlyn Drummond

Product Manager, PlayTime Kids TV

"Their team manages our entire content ingestion pipeline. What used to take us 3-4 days to get a new show live now takes less than 24 hours. They are reliable, fast, and their communication is crystal clear. It's allowed our product team to focus on building new features instead of managing a content backlog."

AWS Media Services

Expertise in AWS Elemental MediaConvert, MediaLive, and IVS for building and managing scalable video workflows.

Google Cloud (GCP)

Proficiency in using GCP for video transcoding, storage, and AI-powered content analysis with Video AI.

Microsoft Azure

Knowledge of Azure Media Services for encoding, content protection, and live/on-demand streaming.

Zendesk & Intercom

Certified experts in setting up and managing leading customer support platforms for efficient ticket and chat handling.

Jira Service Management

Ability to integrate our support services directly into your development and operations workflows via Jira.

Stripe & Braintree

Deep experience with major payment gateways for managing subscriptions, invoices, and resolving payment failures.

Recurly & Chargebee

Specialized knowledge of subscription management platforms to handle complex billing logic, dunning, and revenue recognition.

Conviva & Mux

Proficiency in using Quality of Experience (QoE) analytics platforms to monitor stream health and diagnose viewer issues.

Datadog & New Relic

Ability to monitor application and infrastructure performance to proactively identify and triage technical issues.

DRM (Widevine, FairPlay, PlayReady)

Fundamental understanding of major Digital Rights Management technologies to assist viewers with content access issues.

VAST / VPAID / SIMID

Technical knowledge of digital video ad serving standards for AdOps trafficking, QA, and troubleshooting.

Robotic Process Automation (RPA)

In-house expertise in tools like UiPath and Automation Anywhere to automate manual data entry and reporting tasks.

Tableau & Power BI

Ability to create and manage powerful, interactive dashboards for business intelligence and operational reporting.

Python (for Data Science)

Core skill for our data analytics team to build custom scripts, perform data analysis, and develop ML models for tasks like churn prediction.

SOC 2 / ISO 27001

Our operations are built on these frameworks, ensuring our processes are secure, documented, and auditable from day one.

What is the minimum contract size?

Our flexible 'Pod Model' is designed for startups and allows you to begin with a small, dedicated team of just 2-3 specialists for a specific function like customer support. This makes our services accessible even for early-stage companies.

How do you ensure the quality of your staff?

Our hiring process is rigorous. All employees are full-time, on-roll professionals with a background in tech and media. They undergo a 6-week training program on BPO best practices and OTT specifics before they are ever assigned to a client. We also provide continuous training and offer a free-replacement guarantee.

Can you work with our custom-built platform and tools?

Absolutely. A significant portion of our clients have proprietary platforms. Our 'Discovery' phase is designed to learn your tools and workflows. Our teams are experts at adapting to custom software, and we often help clients write the first draft of their internal SOPs.

How do we communicate with our dedicated team?

Seamlessly. Your dedicated team can be integrated into your existing communication channels, whether it's Slack, Microsoft Teams, or Jira. You will also have a dedicated Account Manager who serves as your single point of contact for strategy and governance.

What happens if we need to scale down?

Our contracts are built for the realities of the digital media world. We offer flexible terms that allow you to scale your team down with a standard notice period (typically 30-60 days), providing you with the agility to respond to changing market conditions.

Do you have experience in our specific niche (e.g., fitness, faith, sports)?

Most likely, yes. We have experience across dozens of OTT niches. Our process involves creating specialized teams that develop deep domain expertise. During our initial consultation, we can share specific, non-confidential examples relevant to your industry.

How does LHI manage data privacy and GDPR compliance?

Data security is non-negotiable. As a SOC 2, ISO 27001, and CMMI Level 5 certified organization, we enforce strict data handling protocols. This includes encrypted communication, role-based access control, and regular security audits to ensure we exceed global compliance standards, including GDPR and CCPA.

Can we transition our existing in-house team to your managed model?

Yes. We have successfully managed 'lift and shift' transitions where we onboard existing team members into our managed framework. This allows you to retain institutional knowledge while immediately gaining the operational efficiency, tools, and scalability of our proven BPO systems.

How is LHI's AI-augmented service different from standard BPO?

Traditional BPOs rely on manual labor. We rely on AI-Augmented Operations. By using proprietary AI tools for task automation, sentiment analysis, and predictive routing, we resolve issues faster and more accurately than manual teams ever could, delivering higher ROI and consistent, data-backed quality.

What is the typical ROI timeframe for switching to LHI?

Most clients see operational cost savings of up to 60% within the first quarter. By eliminating the 'hiring-training-turnover' loop and reducing subscriber churn through proactive support, the initial setup investment is typically recovered within the first 6 months of full operations.

How do you handle culture and time zone differences?

We solve this with 'follow-the-sun' staffing models and deep brand immersion training. Our team leaders ensure our staff understands your brand's voice and the cultural context of your audience. With 24/7 coverage, we operate within your required time zones, making the distance invisible to your customers.

What specific metrics do you use to define 'success'?

We align our KPIs with your business objectives. Common metrics include First Response Time (FRT), First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, Net Promoter Score (NPS), and, most importantly, subscriber churn reduction rates and operational cost-per-ticket.

How does the 2-week trial work?

The trial is a low-risk engagement where we set up a micro-team to handle a specific, measurable subset of your operations. This allows you to witness our speed, quality, and communication firsthand before committing to a full-scale contract. It's a 'prove-it' phase that builds mutual confidence.

What happens if we outgrow the dedicated pod?

That is the best-case scenario. Because our model is inherently scalable, we simply 'spin up' additional pods of trained specialists, integrate them into your existing workflow, and continue managing the expanded load. We are designed to be your growth partner, not just a service vendor.

Abhishek P.

Founder & CFO - Expert Enterprise Architecture Solutions - For Startups and SMEs to Large Organizations

Amit A.

Founder & COO - Expert Enterprise Technology Solutions - For Startups and SMEs to Large Organizations

Kuldeep K.

Founder & CEO - Expert Enterprise Growth Solutions - For Startups and SMEs to Large Organizations

Angela J.

Senior Manager - Enterprise Business Solutions

Dr. Bjorn H.

V.P. - Ph.D., FinTech, DeFi, Neuromarketing

Kendra F.

Senior Manager - Enterprise Technology Solutions

Bharat S.

Delivery Manager - UI,UX, CX & Neuromarketing

Durgesh S.

C.A. L1 - Senior Manager Finance & Accounts

Girish S.

Delivery Manager - Microsoft Certified Solutions Architect

Harsha T. (Aka Rose R.)

Divisional Manager - Business Development & Sales

Sudhanshu D.

Delivery Manager - Microsoft Certified Solutions Architect

Vikas J.

Divisional Manager - ITOps, Certified Expert Ethical Hacker, Enterprise Cloud & SecOps Solutions

Akeel Q.

Manager, Certified Cloud Solutions Expert, Certified AI & Machine Learning Specialist, Quantum Computing Expert

Atul K.

Manager, Microsoft Certified Solutions Expert

Dilip B.

Manager, Certified Customer Experience; BPO, KPO Services

Mahesh C.

Lead, Expert in Computer-Aided Design & Modelling (CAD, CAM), Creative Director - Animation & Video Production

Nagesh N.

Manager, Microsoft Certified Solutions Expert

Pooja J.

Manager, UI, UI, CX Expert

Prachi D.

Manager, Certified Cloud & IOT Solutions Expert, Expert in Artificial Intelligence Solutions, Quantum Computing Expert

Pratik R.

Lead, Certified Digital Marketing Expert

Ravindra T.

Manager, Certified Cloud & IOT Solutions Expert

Ruchir C.

Manager, Certified Mobility Solutions Expert, Expert AR/VR Solutions & Game Developing (Unity/Unreal)

Sachin S.

Manager, UI, UI, CX Expert, Certified 3D Artist, Animator & Motion Graphics Designer

Vipin S.

Lead, Certified Quality Expert (Manual, Automation, Performance)

Vishal N.

Manager, Certified Hyper Personalization Expert, Senior Data Scientist (AI/ML)

Yogesh R.

Manager, Microsoft Certified Solutions Expert

Joseph A.

Expert Cybersecurity & Software Engineering

Abdi I.

Enterprise Sales Leader, Director African Association, BDM UK & Ireland

Sunny N.

Software Developer - Proficient in Salesforce (Apex), C#.NET, and MVC Architecture for Enterprise Web Applications

Vaibhav S.

Senior Web Developer - Expert in Magento 2, Shopify & BigCommerce Solutions

Vijay C.

Senior iOS Developer - Expert in Swift, Objective-C & Cross-Platform Mobile Solutions (Flutter)