3. Brought to you by Dimension Data
Wholly-owned subsidiary of the USD 100 billion NTT Group; top-ranking
telecommunications business in the Fortune Global 500
30-year track record delivering ICT solutions and services
Provides services to 78% of the Fortune 100 and 63% of the Fortune
500 corporations
A Leader in Gartner’s 2013 Magic Quadrant for Communications Outsourcing &
Professional Services for three consecutive years*
Publisher of the Global Contact Centre Benchmarking Report
Partnerships with leading technology providers including Avaya, Verint, Nice,
Cisco, Alcatel-Lucent, and Genesis
A USD 1 billion contact centre player with offices in 58 countries
Technology solutions supporting more than seven billion customer
interactions worldwide
Global provider of technology and related services for advanced multichannel
customer engagement
Technology is only part of what we do. Through
benchmarking and consultancy, and by running our
own customer management and business process
outsourcing business, we bring a unique insight
to organisations eager to keep pace with evolving
customer expectations.
*Gartner Magic Quadrant for Communications Outsourcing and Professional Services, Eric Goodness and Christine Tenneson, 21 October 2013.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only
those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be
construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
4. Contact Centre-as-a-Service (CCaaS) is the new way
to access technology that allows you to achieve
best-in-class, multichannel customer engagement.
Pay only for the technology you use. No lazy assets.
No wasted capacity.
Whether you want to establish a new operation
from scratch, or upgrade existing capabilities in line
with today’s complex multichannel landscape; whether
you’re looking for a fully cloud-hosted service,
or want to introduce the latest applications to
your existing technology infrastructure, CCaaS has
everything you’re looking for.
5. Supporting better banking
at Virgin Money
Virgin Money is on a mission to make banking better
by delivering customer-focused innovation and
exceptional levels of service. Its contact centres – and
its national store network – are powered by Contact
Centre-as-a-Service, creating a highly scalable customer
management system that can flex in line with business
growth and changing customer demand.
Virgin Money, innovative UK bank focused on
giving customers a better deal.
‘Contact Centre-as-a-Service
provides us with a state-
of-the-art solution to
support us in our quest to
deliver better banking
and excellent customer
service. Delivered via the
cloud, it gives us flexibility
and scalability as we
grow our business and
the ability to introduce
new functionality when
we need it – secure in
the knowledge that we
will pay only for the
technology we use.’
Brian Brodie,
Sales Marketing Director, Virgin Money
6. Rapid technology innovation is a double-edged sword. It
promises untold advances in customer management, but
makes customer expectations, in terms of functionality
and channels, hard to predict.
Contact Centre-as-a-Service overcomes that
unpredictability by giving you access, via the cloud, to
functionality that will allow you to deliver a superior
customer experience via any channel. Because it
requires no investment in fixed assets, it gives you the
commercial freedom you need to serve customers and
grow your business.
Freedom to flex: Scale capacity up or down to match
peaks and troughs in customer demand. Pay only for
what you use.
Freedom to experiment: Experiment with new
functionality and advanced applications to prove their
value for your business.
Freedom to plan: Look ahead with confidence,
knowing we will maintain CCaaS’ leading-edge status.
7. Flexibility and customer
focus for TransUnion
Contact Centre-as-a-Service has given TransUnion both
operational flexibility and customer focus. It has replaced
a legacy technology infrastructure that would have been
expensive, if not impossible, to upgrade.
TransUnion, market leading credit bureau and
related financial information services provider.
‘The capital investment
required to make this
change on our own
would have been
challenging. With
Dimension Data, we have
achieved it with almost
no capital investment
and no ongoing fixed
asset cost. Better yet,
we now have a state-of-
the-art contact centre
infrastructure and the
reassurance that it will
remain state-of-the-
art. We have future-
proofed our business
for the benefit of our
customers.’
Elize Adams,
Group Operations Executive, TransUnion
8. Workforce optimisation
Technology
integrated technologies from
world-class vendors
Solution design
technology aligned to your
business ambitions
Support
comprehensive professional
services and 24/7 technical support
Contact Centre-as-a-Service allows you to keep pace with customer
expectations and the rapid pace of technology innovation.
ManagementTelephony Multimedia
• Inbound ACD
• Hard and soft
diallers
• Contact and
screen recording
• WFM scheduling
and forecasting
• Quality
management
• Scorecards and
e-learning
• Voice
• Email
• Webchat
• Short message
service (SMS)
• Interactive voice
response (IVR)
• Advanced
reporting
• Governance
and security
9. We offer a complete solution. We’ll
start with understanding your business
ambitions, the demands of your industry,
and the expectations of your customers.
We’ll then assess your technology
requirements and build a business case
for change that focuses on lowering
your cost of technology ownership and
improving your bottom line.
CCaaS is fully integrated to the cloud,
so implementation to one location or
many is rapid, and results are delivered
fast. We can integrate CCaaS with your
existing technology infrastructure, and
even train your employees to get the
most out of the solution.
We deliver 99.99% availability as
standard, and take full responsibility
for the performance of the technology
we provide and the network links that
connect you to it.
We completely manage and monitor
CCaaS and will give you comprehensive
management information about its
performance and use in your organisation.
‘CCaaS is fully integrated to the cloud, so
implementation to one location or many is rapid,
and results are delivered fast.’
Contact centre solutions from Dimension Data
Contact Centre-as-a-Service is at the heart of our offer.
We also bring you:
• Systems integration: trust us to integrate CCaaS into
your existing technology infrastructure.
• Hybrid solutions: combine CCaaS with on premise
telephony or multi-vendor application environments.
• IT Outsourcing: let us provide technology to you as
a managed service, or manage your own technology
infrastructure on your behalf.
• Consulting: expert guidance in all aspects of customer
engagement operations and technology.
10. With CCaaS you can:
• Pay only for the technology you use and reduce
your fixed asset costs.
• Access the best technology without lazy assets
or wasted capacity.
• Test drive new functionality and applications
without capital investment.
• Ramp capacity up or down as your business
needs dictate.
• Reduce dependency on your IT support network
and make changes easily, from minor adjustments
to major reconfigurations.
It all adds up to business agility – the power to
move confidently and at speed, in line with changing
customer and commercial demands.
11. Powering sales for Hollard
Hollard’s 400-seat contact centre sales operation is
powered by Contact Centre-as-a-Service. It allows
multiple sales campaigns to be built quickly and
managed in real time. Sales have increased dramatically
while costs have fallen. Hollard has the security of
knowing that this leading edge infrastructure will evolve
to meet any future business challenge.
Hollard, South Arica’s largest independent
insurance group.
‘Dimension Data
has delivered a fast
track to enhanced
sales performance,
dramatically lowered
our costs, and
allowed us to achieve
considerable business
change without
commercial risk.’
Albie Aucamp,
Head of Sales, Hollard
12. Innovation and growth
for Merchants
Contact Centre-as-a-Service is the foundation for
Merchants’ client operations across more than 2,000
contact centre seats, giving this successful outsourcer the
ability to scale its operation in-line with client demand
for seats and functionality. Since its implementation,
Merchants has achieved a 45% reduction in client IT
delivery costs and a 15% margin uplift.
Merchants, pioneering outsourced customer
management and business process outsourcing
(BPO) services provider to a global client base.
‘We are now in the
enviable position
of being able to
offer technological
innovation to our
clients, without having
to make speculative
investments in
functionality our clients
may or may not adopt.
In a nutshell, we have
achieved competitive
advantage without
business risk.’
George Todd,
Managing Executive, Merchants, Middle East Africa
13. Commercial flexibility for
TSYS Managed Services (TMS)
Outsourced service provider, TMS, has established a
state-of-the-art contact centre in Milton Keynes, UK, in
support of ambitious plans to grow its business among
continental Europe’s demanding financial services
businesses. The 300-seat centre is powered by Contact
Centre-as-a-Service and allows TMS to deliver the
innovative services and flexible pricing models today’s
clients demand.
TSYS Managed Services, global service provider to
the world’s financial service industry.
‘We now have the
technology, resources,
and infrastructure to
pursue our European
growth strategy with a
sustainable business
model that allows us to be
customer responsive and
commercially flexible.’
David Figgat,
Group Executive, TSYS Managed Services
14. Contact
Find out how Contact Centre-as-a-Service
can secure your customer management future.
info.CCaaS@dimensiondata.com
For more information, visit: www.dimensiondata.com/CCaaS
16. Middle East Africa
Algeria · Angola
Botswana · Congo · Burundi
Democratic Republic of the Congo
Gabon · Ghana · Kenya
Malawi · Mauritius · Morocco
Mozambique · Namibia · Nigeria
Oman · Rwanda · Saudi Arabia
South Africa
Tanzania · Uganda
United Arab Emirates · Zambia
Asia
China · Hong Kong
India · Indonesia · Japan
Korea · Malaysia
New Zealand · Philippines
Singapore · Taiwan
Thailand · Vietnam
Australia
Australian Capital Territory
New South Wales · Queensland
South Australia · Victoria
Western Australia
Europe
Austria ·Belgium
Czech Republic France·
Germany · Hungary
ItalyIreland ·
·Luxembourg Netherlands
Poland ·Portugal
Slovakia · ·Spain
United Kingdom
Switzerland
Americas
Brazil · Canada · Chile
Mexico · United States
For contact details in your region please visit www.dimensiondata.com/globalpresence
