×
You will be redirected back to your article in seconds

Intel Staffing Up Call Center for Internet Cable TV Service

Chipmaker’s media division has 25 Audience Care customer-service employees and plans to expand ‘substantially’ ahead of launch

Intel is building out a large call-center operation internally dubbed “Audience Care” for the launch of an Internet television service targeted for later this year — a first for the chip giant, which has never had a direct-to-consumer business before.

As the company tries to woo customers away from their current cable or satellite TV provider, customer service stands to be a critical piece of the equation. That’s especially true because Intel won’t have technicians in the field to troubleshoot problems customers will encounter.

Currently, Intel Media, the division overseeing the over-the-top TV service, has about 25 members on the Audience Care team to handle calls from employee trial users, spokesman Jon Carvill said.

“As you’d expect we will scale that substantially before we launch,” he said, through both direct hiring and with third-party providers.

Intel Media is using Salesforce.com’s web-based customer service application as well as Avaya’s call-center telecommunications system, according to job listings on its site. Company also is using Bugzilla, an open-source software bug-tracking and testing tool.

The Audience Care operation is run out of Intel’s headquarters Santa Clara, Calif., and another U.S. location “which we’ll share closer to launch,” he added.

Intel Media, headed by former BBC exec Erik Huggers, still aims to launch the Internet TV service this fall. But huge wildcard remains whether it can sign a critical mass of big-name programmers to stock the lineup with content, and delays could push the debut into 2014.

Intel has agreements in principle with several media companies but has not officially signed distribution deals, according to multiple industry sources. CBS, News Corp. and Viacom are among those that have tentative deals in place for the service, Reuters reported earlier this month.

Another issue: Large pay TV providers in some cases have programming agreements with terms that discourage networks from cutting deals with online video providers.

For now, Intel Media continues staffing up across multiple areas.

Open positions include three studio account managers, based in Santa Monica, Calif., who will manage day-to-day relationships with major and indie film studios for transactional video-on-demand and electronic sell-through content.

At the Santa Clara HQ, Intel Media is seeking a promotions manager to oversee “consumer-facing integrated promotional strategies,” working with TV and movie studio partners and advertising clients to “deliver exciting, engaging and shareable B2C (business-to-consumer) promotions.”

In addition, the unit is looking to hire a social media manager, who will run promotional campaigns across Facebook, YouTube, Twitter, Flickr, blogs and other sites. The social media manager will be responsible for cultivating “brand fans and celebrity” strategies.

SEE ALSO: Intel Has $2 Billion War Chest for TV Deals, But None Secured Yet

More TV

  • How the 'Rich Eisen Show' Mixes

    How the 'Rich Eisen Show' Mixes Sports and Showbiz in an Entertaining Mix

    Walking through the El Segundo studio where veteran sportscaster Rich Eisen tapes his daily “Rich Eisen Show,” the sheer density of sports memorabilia is overwhelming — everything from game balls to jerseys, gear, autographs and uncountable photos are crammed onto every inch of wall and desk space. But step into Eisen’s dressing room, and the [...]

  • Whiskey Tango Cavalier

    TV Review: 'Whiskey Cavalier'

    The crux of “Whiskey Cavalier” can be found right in its protagonist’s name. “Will Chase” is a purposefully ridiculous wink of a name that tries to be both debonair and very silly all at once, just like the FBI agent (played by Scott Foley) to which it belongs. This isn’t a regular spy drama, “Whiskey [...]

  • Brody Stevens Dead

    Comedian Brody Stevens Dies at 48

    Prominent Los Angeles comedian Brody Stevens died Friday in Los Angeles, Variety has confirmed. He was 48. “Brody was an inspiring voice who was a friend to many in the comedy community,” Stevens’ reps said in a statement. “He pushed creative boundaries and his passion for his work and his love of baseball were contagious. [...]

  • Editorial use onlyMandatory Credit: Photo by

    Malik Yoba to Reprise Role in 'New York Undercover' Reboot at ABC

    Malik Yoba, who starred as Detective J.C. Williams in the 90s show “New York Undercover,” is set to reprise the role in the ABC reboot, sources tell Variety. Picking up 20 years after the end of the original series, “New York Undercover” will follow detectives Nat Gilmore and Melissa Ortiz as they investigate the city’s [...]

  • Chris Burrous dead KTLA anchor

    KTLA Anchor Chris Burrous' Cause of Death Released

    An investigative report on KTLA anchor Chris Burrous has determined that his cause of death was attributed to methamphetamine toxicity, according to the Los Angeles County Coroner’s Office. Burrous, 43, was found unconscious at a motel in Glendale, Calif on December 27, and later died at the hospital. The death has been ruled as accidental. [...]

  • Editorial use only. No book cover

    'Crazy Rich Asians,' 'Late Show With Stephen Colbert' Win Publicity Campaign Awards

    Hollywood publicists have selected “Crazy Rich Asians” as the top movie publicity campaign for 2018 and “The Late Show With Stephen Colbert” as the best television campaign. Warner Bros.’ “Crazy Rich Asians” topped the campaigns for Disney’s “Black Panther,” Fox’s “Bohemian Rhapsody,” Paramount’s “A Quiet Place,” Sony’s “Spider-Man: Into the Spider-Verse,” and Universal’s “Halloween” for [...]

  • THE MASKED SINGER: Rabbit in the

    Live+3 Ratings for Week of Feb. 11: 'Masked Singer' Easily Tops Competition

    Fox’s “The Masked Singer” was the highest-rated broadcast show of the week in both Live+Same Day and Live+3. For the week of Feb. 11, the unscripted singing competition series went from a 2.4 rating in adults 18-49 to a 3.4, a rise of 42%. In total viewers, the show went from 7.8 million viewers to [...]

More From Our Brands

Access exclusive content