self-service

Contact centres have faced the ongoing challenges of reducing costs and improving customer service levels for years. With the largest portion of costs (on average, 70%) being incurred for staff salaries, it’s not surprising that there is a concerted drive towards self-service in contact centres around the world. However, the flip side of this is that cost savings cannot and must not be achieved at the expense of customer service levels.

At Dimension Data we’re on the cutting edge of technology trends and best practice, and we have a deep understanding of how to make these competing requirements work for our customers.

Our self-service solutions automate customer interactions in a way that makes it easy for them to navigate the service, complete transactions and access information across multiple channels. We are focussed on and have proven expertise in complex speech recognition and interactive voice response (IVR) technologies. As always, we’re at your service to enable you to deliver optimum customer service to your support base, and grow your business.