OTT Outsourcing Services: Scale Your Streaming Empire, Not Your Overhead
Focus on creating binge-worthy content and growing your audience.
We'll handle the complex technical operations that power your platform.
The Streaming Market Waits for No One. Are Your Operations Ready?
The Over-the-Top (OTT) market is exploding, but so is the competition. Viewers demand flawless streaming, instant support, and fresh content. Behind the scenes, this requires a complex, 24/7 operation managing everything from content ingestion and metadata tagging to subscriber management and infrastructure monitoring. Trying to build and manage this entire ecosystem in-house is a massive drain on resources, distracting you from content acquisition and user growth. Our managed OTT outsourcing services provide the specialized operational backbone you need to compete and win, without the crippling overhead of a large internal team.
Why Outsource Your OTT Operations to LiveHelpIndia?
We're more than just a BPO. We are your strategic partner in streaming success.
Accelerate Time-to-Market
Leverage our pre-built workflows and experienced teams to launch new channels or expand into new regions faster. We handle the operational setup so you can focus on your go-to-market strategy.
Drastically Reduce Overhead
Avoid the high costs of hiring, training, and retaining a large, specialized in-house team. Our model converts your fixed operational costs into a predictable, scalable variable expense.
24/7/365 "Always-On" Operations
From content monitoring to subscriber support, our global delivery centers ensure your platform is managed and supported around the clock, providing a seamless experience for your global audience.
Fortified Content Security
We operate within a CMMI Level 5, ISO 27001, and SOC2 compliant framework. Your valuable content assets are protected by enterprise-grade security protocols and DRM best practices.
AI-Powered Efficiency
We integrate AI and automation into our workflows for metadata tagging, QC checks, and customer support, reducing manual errors and improving the speed and quality of our service delivery.
Unmatched Scalability
Whether you're serving 10,000 or 10 million subscribers, our services scale with you. Easily ramp up support and operational capacity during major live events or content launches without missing a beat.
Access to Niche Expertise
Gain immediate access to specialists in video encoding, metadata standards, CDN management, and multi-platform app support—skills that are expensive and difficult to hire for directly.
Data-Driven Insights
We don't just run operations; we help you optimize them. Our teams provide regular reporting on platform performance, user engagement, and support trends to inform your business strategy.
Seamless Brand Extension
Our teams operate as a white-labeled extension of your brand. From customer support interactions to content handling, we maintain your brand's voice, tone, and quality standards.
Our Comprehensive OTT Outsourcing Services
A complete suite of managed services to run, maintain, and grow your streaming platform.
1. Content Operations Management
The core of your service. We manage the entire lifecycle of your media assets, from the moment they arrive to the second they go live. Our process ensures your content is perfectly prepared, discoverable, and playable across all devices, maintaining the quality your viewers expect.
Key Benefits:
- Ensure consistent, high-quality video and audio playback for all assets.
- Accelerate the content pipeline to get new shows and movies live faster.
- Reduce manual errors in content processing and metadata entry.
2. Subscriber & User Support
Your subscribers are your lifeblood. We provide 24/7, multi-channel support (chat, email, voice) to handle everything from billing inquiries and password resets to technical troubleshooting. A happy subscriber is a loyal subscriber.
Key Benefits:
- Increase subscriber retention and reduce churn with fast, effective support.
- Improve your brand's reputation with professional, empathetic customer service.
- Free up your core team from handling repetitive user support requests.
3. Platform & Infrastructure Monitoring
Downtime is deadly in the OTT world. Our Network Operations Center (NOC) provides 24/7 monitoring of your entire delivery chain: servers, CDNs, APIs, and playback. We proactively identify and resolve issues before they impact your viewers.
Key Benefits:
- Maximize platform uptime and ensure a reliable streaming experience.
- Detect and resolve technical issues proactively, often before users notice.
- Gain peace of mind knowing your infrastructure is constantly watched by experts.
4. Data & Analytics Management
Your platform generates a goldmine of data. We help you mine it. Our team manages data ingestion, processing, and reporting, providing you with actionable insights on content performance, user behavior, and subscription trends to drive strategic decisions.
Key Benefits:
- Make informed decisions about content acquisition and programming.
- Understand user engagement patterns to optimize the platform experience.
- Identify at-risk subscribers and create targeted retention campaigns.
5. Live Event Operations Support
Live streaming is high-stakes. Our experienced live ops team provides end-to-end support for your live events, including signal acquisition monitoring, real-time stream health checks, and dedicated user support during the event, ensuring a flawless broadcast.
Key Benefits:
- Deliver stable, high-quality live streams for major sporting or cultural events.
- Provide immediate support to users experiencing issues during a live broadcast.
- Scale your operational capacity on-demand for high-traffic events.
6. Digital Rights Management (DRM) & Content Security
Protecting your content is non-negotiable. We manage the implementation and day-to-day operations of your DRM policies, ensuring your assets are secure from piracy and unauthorized access, meeting all content licensing requirements.
Key Benefits:
- Satisfy content owner and studio requirements for content protection.
- Prevent revenue loss from piracy and unauthorized distribution.
- Ensure your content is securely delivered only to authorized subscribers.
7. Ad Operations (AVOD/FAST) Support
For ad-supported models, efficient ad operations are critical for revenue. We manage ad trafficking, campaign setup, and performance monitoring for your AVOD and FAST channels, ensuring optimal ad delivery and fill rates.
Key Benefits:
- Maximize ad revenue through efficient campaign management and optimization.
- Ensure a smooth ad experience for viewers without excessive buffering or errors.
- Provide accurate reporting to your advertisers and sales teams.
8. App Store Management & Optimization
Your app's visibility is key to user acquisition. We manage your app store listings across all platforms (iOS, Android, Roku, etc.), including metadata optimization (ASO), release coordination, and responding to user reviews to improve ratings and discoverability.
Key Benefits:
- Increase organic app downloads through strategic App Store Optimization (ASO).
- Maintain a positive brand image by actively managing and responding to reviews.
- Streamline the app submission and update process across multiple platforms.
9. Quality Assurance (QA) & Device Testing
A bug-free experience is essential. Our QA team performs rigorous testing on new app releases and platform updates across a wide range of devices, browsers, and operating systems to identify and report bugs before they affect your users.
Key Benefits:
- Deliver a stable, high-quality user experience across all major devices.
- Reduce negative app store reviews caused by bugs and performance issues.
- Accelerate your development cycle with a dedicated, external QA team.
10. Localization & Subtitling Coordination
Go global with confidence. We manage the workflow for your localization efforts, coordinating with translation vendors to ensure timely and accurate delivery of subtitles, closed captions, and dubbed audio tracks for your international audiences.
Key Benefits:
- Expand your addressable market by offering content in multiple languages.
- Ensure accessibility compliance with high-quality closed captions.
- Centralize and streamline your entire localization and subtitling process.
11. Content Moderation Services
For platforms with user-generated content or live chat, maintaining a safe environment is crucial. Our trained moderation team reviews content 24/7 against your community guidelines to remove inappropriate material and protect your brand and users.
Key Benefits:
- Protect your community from harmful or inappropriate content.
- Ensure your platform is a safe and welcoming space for all users.
- Mitigate brand risk associated with user-generated content.
12. Metadata & Taxonomy Management
Great content is useless if no one can find it. We enrich your content with detailed, accurate metadata and manage your taxonomy to power search, discovery, and recommendation algorithms, helping users find the content they love.
Key Benefits:
- Improve content discoverability and user engagement.
- Power more effective content recommendations and personalization.
- Create a structured, easily navigable content library.
13. Billing & Payments Support (Level 1 & 2)
Payment issues are a primary driver of churn. Our specialized team handles billing-related support queries, from failed payments and subscription changes to refund requests, providing clear and helpful assistance to keep your subscribers happy.
Key Benefits:
- Reduce involuntary churn caused by payment failures.
- Improve subscriber satisfaction by resolving financial queries quickly.
- Offload complex billing support from your general customer service team.
14. Social Media & Community Management
Engage with your audience where they live. We manage your social media channels, responding to comments, running engagement campaigns, and monitoring conversations to build a vibrant community around your OTT service.
Key Benefits:
- Build a loyal and engaged community of fans and subscribers.
- Gather real-time feedback and sentiment from your user base.
- Amplify your marketing messages and content promotions.
15. Marketing Operations Support
A great marketing strategy needs solid execution. We provide back-office support for your marketing team, including managing email campaigns, updating promotional assets on the platform, and preparing performance reports.
Key Benefits:
- Allow your marketing team to focus on strategy instead of repetitive tasks.
- Ensure timely execution of promotional campaigns and content highlights.
- Improve the efficiency and output of your marketing department.
Success Stories in Streaming
See how we've helped OTT platforms scale efficiently and improve user experience.
Scaling Content Operations for a Niche SVOD Service
Subscription Video on Demand (SVOD)"LiveHelpIndia's team became our content backbone. Their speed and accuracy in processing our film library allowed us to double our catalog size in just six months without hiring a single new person internally. They are true partners."
The Problem
A rapidly growing SVOD service specializing in classic and independent films was struggling to keep up with its content acquisition pipeline. Their small in-house team was overwhelmed with manual tasks like video transcoding, metadata entry, and artwork creation, leading to significant delays in getting new content live on the platform.
Key Challenges
- Slow content ingestion process, taking weeks to publish new titles.
- Inconsistent metadata quality, affecting content discovery.
- High internal costs and burnout from repetitive operational tasks.
- Inability to scale operations to match content acquisition speed.
Our Solution
We deployed a dedicated Content Operations team that integrated directly into the client's existing systems. The solution included:
- Managed Ingestion & Transcoding: Establishing a 24/7 workflow to receive and process master files, transcoding them into multiple adaptive bitrate formats.
- AI-Assisted Metadata Tagging: Using AI tools to generate initial tags for genre, actors, and themes, which were then verified and enriched by our human specialists.
- Artwork & Asset Management: Creating and formatting all required promotional artwork (posters, thumbnails) according to the platform's specifications.
- Rigorous QC Process: Implementing a multi-point quality control check for both technical video/audio issues and metadata accuracy before publishing.
Launching and Managing a 24/7 FAST Channel Network
Free Ad-Supported Streaming TV (FAST)"We had the content library but lacked the operational expertise for linear-style programming. LiveHelpIndia's team built and now manages our entire FAST channel schedule and ad operations. Their service allowed us to enter the FAST market in record time and generate immediate revenue."
The Problem
A media company with a large library of classic TV shows wanted to enter the lucrative FAST market but had no experience in linear channel scheduling, ad operations, or 24/7 broadcast monitoring. They needed a partner to manage the entire technical and operational side of their new FAST channel network.
Key Challenges
- Lack of in-house expertise in linear channel playout and scheduling.
- Complexity of managing dynamic ad insertion (SSAI).
- Need for 24/7 monitoring to ensure channel uptime and ad delivery.
- Difficulty in creating compelling, non-repetitive programming schedules.
Our Solution
We provided a complete managed service for their FAST channel operations, acting as their outsourced broadcast operations center. This included:
- Channel Scheduling: Creating dynamic, 24/7 programming schedules using their content library to maximize viewer engagement and ad breaks.
- Ad Operations Management: Trafficking ad campaigns, managing ad pods, and monitoring fill rates and discrepancies to maximize revenue.
- 24/7 Playout Monitoring: Actively monitoring the health of all 10 FAST channels, ensuring seamless playout and immediate response to any issues.
- Reporting & Analytics: Providing detailed daily reports on channel performance, viewership, and ad revenue.
Providing Scalable Support for a Live Sports Broadcaster
Live Streaming / Sports"Game days are chaos. LiveHelpIndia's support team is our calm in the storm. They scale up seamlessly for our biggest events, handling thousands of user queries so our core team can focus on the broadcast. Churn has decreased noticeably since we brought them on."
The Problem
A regional sports network's streaming service experienced massive spikes in user support requests during live games, overwhelming their small internal team. This led to long wait times, frustrated fans, and subscription cancellations. They needed a flexible support solution that could scale up for game days and scale down during the off-season.
Key Challenges
- Massive, unpredictable influx of support tickets during live events.
- Inability to provide real-time support for streaming or payment issues.
- High churn rate attributed to poor customer support experience.
- Difficulty staffing for a highly cyclical, event-driven workload.
Our Solution
We designed a flexible, scalable Subscriber Support service tailored for live sports, featuring:
- Core + Flex Team Model: A small, dedicated core team managed the service year-round, with a large, pre-trained flex team on standby for game days.
- Live Event War Room: A dedicated communication channel between our support leads and the client's broadcast team during live events for instant escalation of platform-wide issues. - Proactive FAQs & Canned Responses: Developing a comprehensive knowledge base for common game-day issues (e.g., blackouts, stream quality) to enable faster responses.
- Multi-Channel Support: Providing real-time support via live chat and social media, where fans are most active during games.
Technology & Platforms We Master
Our teams are proficient with the industry-standard tools and platforms that power modern OTT services.
Flexible Engagement Models
Choose the model that aligns with your business needs and operational goals.
Dedicated Team Model
Your own full-time, dedicated team that functions as a direct extension of your in-house operations. Ideal for long-term, complex needs.
- 100% dedicated resources
- Deep integration with your tools and culture
- Maximum control and knowledge retention
- Predictable monthly cost
Managed Services Model
We take full ownership of specific operational functions based on agreed-upon SLAs. You define the outcome, we manage the process.
- Outcome-based and SLA-driven
- Access to a shared pool of experts
- We manage the team, tools, and process
- Ideal for well-defined functions like support or QC
On-Demand / Event-Based Model
A flexible model to access skilled resources for specific projects or events, such as live sports seasons or major content library migrations.
- Pay only for what you need, when you need it
- Perfect for cyclical or unpredictable workloads
- Rapidly scale up or down
- Ideal for live events and special projects
Our Proven 4-Step Process
A clear path from initial consultation to seamless operational integration.
1. Discovery & Scoping
We start with a deep dive into your current operations, workflows, pain points, and goals. We analyze your tech stack, content pipeline, and support needs to design a tailored outsourcing solution.
2. Solution Design & Team Assembly
Based on the discovery phase, we present a detailed proposal with clear SLAs. We then hand-pick a team of specialists with the right skills and experience for your specific platform and content type.
3. Onboarding & Knowledge Transfer
Our team undergoes rigorous training on your brand, tools, and specific operational procedures. We work closely with your in-house experts to ensure a seamless transfer of knowledge and responsibilities.
4. Service Delivery & Continuous Improvement
We launch the service, providing ongoing operations with regular reporting and performance reviews. We proactively identify opportunities for process optimization and automation to drive continuous efficiency gains.
Trusted by Leaders in Media & Entertainment
"LiveHelpIndia's team became our content backbone. Their speed and accuracy in processing our film library allowed us to double our catalog size in just six months without hiring a single new person internally. They are true partners."
"We had the content library but lacked the operational expertise for linear-style programming. LiveHelpIndia's team built and now manages our entire FAST channel schedule and ad operations. Their service allowed us to enter the FAST market in record time."
"Game days are chaos. LiveHelpIndia's support team is our calm in the storm. They scale up seamlessly for our biggest events, handling thousands of user queries so our core team can focus on the broadcast. Churn has decreased noticeably."
"The 24/7 platform monitoring has been a game-changer. We sleep better at night knowing their NOC team is watching our infrastructure. They've caught potential issues at 3 AM that could have caused major outages."
"Their QA and device testing lab is incredible. They have devices we could never justify buying ourselves. This has dramatically improved the quality and stability of our app releases on platforms like Roku and Samsung TV."
"The flexibility of their on-demand model is perfect for our business. We use them for major content migrations and special projects. The quality is always top-notch, and we don't have to carry the overhead year-round."
Meet Our OTT Operations Experts
Our leadership team combines deep media industry knowledge with operational excellence.
Amit A.
Founder & COO - Expert in scaling complex media workflows and enterprise technology solutions.
Kendra F.
Senior Manager, Enterprise Technology Solutions - Specializes in cloud infrastructure and media asset management systems.
Dilip B.
Manager, Certified Customer Experience - Leads our subscriber support and community management divisions.
Vikas J.
Divisional Manager, ITOps - Oversees our 24/7 NOC and platform infrastructure monitoring teams.
Our Accreditations & Awards
Frequently Asked Questions
Security is our top priority. We operate under strict ISO 27001 and SOC 2 compliance frameworks. All content is handled in a secure, access-controlled environment. We are experts in implementing and managing studio-grade DRM solutions and follow MPAA best practices for content handling to ensure your assets are protected from piracy and unauthorized access at every stage.
Our teams are highly adaptable and experienced with a wide range of industry-standard tools (e.g., AWS MediaServices, Zendesk, Jira, Brightcove, Kaltura). During the onboarding process, we work with your technical team to establish secure access and integrate directly into your existing workflows, whether it's via APIs, shared dashboards, or direct platform access. We aim to function as a seamless extension of your team.
Our standard onboarding process takes 2-4 weeks. It begins with a deep-dive discovery session, followed by solution design and team assembly. The core of the process is knowledge transfer, where we document your workflows and train our team. We then run a pilot phase to ensure smooth operations before a full go-live. The timeline can be accelerated for urgent needs.
We use a "Core + Flex" staffing model. A dedicated core team manages your day-to-day operations, building deep platform knowledge. For major events, we bring in a pre-trained flex team that is already familiar with your service. This allows us to instantly scale our support and monitoring capacity by 5-10x to handle the surge in traffic and user queries, then scale back down post-event, providing a cost-effective solution.
We believe in full transparency. You will receive regular, detailed reports (daily, weekly, or monthly as needed) on all key performance indicators (KPIs) for the services we manage. This includes platform uptime, content processing times, customer support metrics (CSAT, response times), and ad performance. We also schedule regular review meetings with your dedicated account manager to discuss performance and strategic improvements.
Absolutely. During onboarding, a key focus is on brand immersion. Our teams are trained on your specific brand guidelines, voice, tone, and customer service philosophy. All communication templates and knowledge base articles are co-developed and approved by you. We ensure every interaction a user has with our team feels like they are talking directly to your company.
Let's Build Your Streaming Future, Together.
Your content deserves a world-class operational team behind it. Stop letting operational headaches slow your growth. Fill out the form to schedule a free consultation with an OTT solutions expert. Let's discuss your challenges and build a scalable, cost-effective plan for your success.
Take the first step towards operational excellence.