2 Contact Centre-as-a-Service a compelling suite of best-in-class contact centre functionality, delivered via the cloud.
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 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 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 stateof-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-ofthe-art contact centre infrastructure and the reassurance that it will remain state-of-theart. We have futureproofed our business for the benefit of our customers. Elize Adams, Group Operations Executive, TransUnion
8 Telephony Workforce optimisation Multimedia Management Inbound ACD Hard and soft diallers Contact and screen recording WFM scheduling and forecasting Quality management Scorecards and e-learning Voice Webchat Short message service (SMS) Interactive voice response (IVR) Advanced reporting Governance and security Contact Centre-as-a-Service allows you to keep pace with customer expectations and the rapid pace of technology innovation. Technology integrated technologies from world-class vendors Solution design technology aligned to your business ambitions Support comprehensive professional services and 24/7 technical support
9 CCaaS is fully integrated to the cloud, so implementation to one location or many is rapid, and results are delivered fast. 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. 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. For more information, visit:
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