2 Managed Service for Visual Communications Videoconferencing can have multiple benefits in your organisation. It can help your employees be more productive and make your business more agile, and it can transform the way you collaborate with colleagues, clients and partners. Importantly, not having to travel to meetings contributes to lower costs, a reduced carbon footprint and an improved work-life balance for your employees. But while these benefits may all be possible, they re not always fully realised after you ve invested in visual communications technology.
3 Managed Service for Visual Communications Scalability is a first challenge. You re struggling to grow your support infrastructure to cope with a growing number of end points. IT can t keep up with supporting your users in those critical first two minutes after something goes wrong on a video call. This is when users are most likely to abandon the service and opt for a voice-only alternative and they probably won t come back to video again. If you re a multinational organisation, these challenges are compounded because global consistency isn t easy to achieve. Your employees may be having a vastly different videoconferencing experience depending on which part of the world they re in. Users are central to the success of your videoconferencing. If your employees don t use it, then they, their colleagues, their clients and consequently the business as a whole won t derive any of the benefits that the technology was purchased to deliver. So how do you go about ensuring that your employees adopt the solution and use it to its full potential? Let s face it, videoconferencing is expensive to run and support, requiring massive investments in management platforms, systems, expertise and experience. There s the ever-present requirement to reduce costs across the business, without increasing risk but how are you supposed to support this technology without increasing your headcount, when management has put a freeze on new hires? Users are central to the success of your videoconferencing. If your employees don t use it, then they, their colleagues, their clients and consequently the business as a whole won t derive any of the benefits that the technology was purchased to deliver.
4 Let s face it, videoconferencing is expensive to run and support, requiring massive investments in management platforms, systems, expertise and experience.
5 Managed Service for Visual Communications How we can help Without an effective managed service, it s unlikely that your business will realise its investment in visual communications. The focus of your IT division is on missioncritical technology. Out-tasking the management of the visual communications estate is more cost-effective than trying to acquire the necessary resources to do so in-house. Managed video services also provide a low-cost entry point into video communications adoption, enabling you to access a full range of functionality while paying only for what you consume. Dimension Data s Managed Service for Visual Communications is the only truly global service of its kind in the world. It s focused on maximising your end-user adoption and, consequently, your return on investment. Our approach is simple: we make sure your video is always on and always working, and that there are skilled, experienced people on hand 24x7x52 to effectively address any problems or questions as they arise. We guarantee the quality of our Service by adhering to strict service level agreements. We offer this Service for any type of network and across multiple technologies and vendors, globally and consistently. Our integrated global resource platform makes it easy and convenient to book videoconferencing facilities and standard meeting rooms. By enabling the remote management of your entire videoconferencing estate, our advanced management platform means you don t the need to have a videoconferencing expert on-site. The Power of the VNOC Dimension Data s state-of-the-art 24x7 Video Network Operation Centre (VNOC) delivers IT Infrastructure Library (ITIL) and ISO-certified enterprise-class services designed to maximise user experience and estate reliability. The VNOC consists of a fully certified one- to three-line visual communications support team. This is combined with a multi-vendor lab to ensure that more than 90% of user requests or issues are rectified by the first-line team, and more than 99% of all incidents are rectified within the VNOC without engineer call-out or escalation to a vendor. This means that the VNOC can deliver unparalleled service levels to our clients and the ultimate in user piece of mind. The VNOC leverages Dimension Data s Advanced Management Platform, which is a multi-vendor platform that detects nine times more device alerts than vendor platforms to proactively, and accurately diagnose incidents. Underpinned by the VNOC, the Service then offers you four key user experience types: Monitoring and user helpdesk for VC incorporate core services plus a 24x7 voice and video helpdesk. Operations management delivers a true enterprise-class service by incorporating monitoring and user helpdesk for VC, plus return on investment and service reporting, software release management, and moves, additions, changes and deletes. Concierge adds ease of use to the enterprise class services by incorporating operations management, plus a global booking portal that can stand alone as a web browser or tablet (IOS or Android) application. It integrates into Outlook or Notes, along with providing extended capabilities to book meeting rooms and facility management functionality. Coupled with this, the booking portal enables automated call launching, meaning the user needn t worry about navigating complex touch panels or remote controls to launch a call. Executive support delivers the ultimate in user experience by incorporating concierge and adding in pre-conference testing, video meet-and-greet and live call monitoring, as well as dedicated onhand call assistance to guarantee that the call meets the exact requirements of the user. We also offer you a range of commercial and consumption models tailored to your individual business requirements. These allow for access to video infrastructure with flexible capital outlay. In this way, you can scale resources up and down as the business demands. Contact us today to find out how we can help you ensure your videoconferencing solution is not only well managed, but also adopted and used to its full potential. We guarantee the quality of our Service by adhering to strict service level agreements. We offer this Service for any type of network and across multiple technologies and vendors, globally and consistently.
6 Managed Service for Visual Communications Why Dimension Data? We ve been providing core networking and converged communications services for nearly 30 years no other provider has our level of experience in the global unified communications market. Our ability to understand how one technology impacts another across an entire IT environment allows us to treat visual communications deployment as an integrated part of the overall unified communications strategy, rather than a technology island. This helps you maximise benefits and minimise costs. Our videoconferencing services cross the services spectrum from consulting services, deployment and integration, to support, maintenance and managed services. We re able to offer you flexible delivery options through on-premise, managed cloud or public cloud methods. Such a breadth of offering allows us to truly focus on your users so you have a single provider that understands your infrastructure and business needs. Our financial stability means that we re able to meet the demands of growing companies, invest in building our solutions and services, and most importantly be around for the long haul. Our global footprint enables us to deliver multi-vendor services in 140 countries around the world. More proof of our success Successfully managed visual communications infrastructure for leading global organisations across various verticals. Over 5,600 end points currently supported across 350 clients Uniquely positioned with the ability to deliver managed services on-premise, in the private cloud or video-as-a-service in the cloud, managing over 20,000 calls every month. 2,600 employees hold more than 8,500 technical certifications across 46 different vendors. Globally, employees hold 270 certifications focused on visual communications. Within our Video Network Operating Centre, employees hold more than 100 certifications directly related to Cisco TelePresence, Cisco (and former Tandberg) Visual Communications and Polycom s Real Presence Environments and Real Presence Platform. Strategic alliance partnerships with respected technology vendors, including Cisco and Microsoft and a global partnership with Polycom. Cisco s largest visual communications partner worldwide (deployed over 10,000 video end points, 350 immersive TelePresence systems). First Cisco TelePresence Video Master Global ATP. One of only four Cisco global ATPs. Only Tandberg global SI (prior to Cisco acquisition). First Polycom global system integrator Winner of Polycom Global Systems Integration Partner of the Year and EMEA Systems Integration Partner of the Year. Global footprint, delivering international business to a consistent standard. We deliver services consistently across the world through the Global Services Operating Architecture our service delivery platform for monitoring and support, information sharing and flexible reporting. The platform s capabilities allow us to roll out new features, as requested by clients and services teams, within a matter of days We manage more than USD 12.5 billion of network infrastructure through five Global Service Centres, on a 24x7 basis, in more than 15 languages. Our videoconferencing services cross the services spectrum from consulting services, deployment and integration, to support, maintenance and managed services. CS / DDMS-1310 / 04/13 Copyright Dimension Data 2013 For further information visit:
7 2,600 employees hold more than 8,500 technical certifications across 46 different vendors. Globally, employees hold 270 certifications focused on visual communications. Within our Video Network Operating Centre, employees hold more than 100 certifications directly related to Cisco TelePresence, Cisco (and former Tandberg) Visual Communications and Polycom s Real Presence Environments and Real Presence Platform.
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