dimension data White papers

Merging Voice and Electronic Channels – August 2008
From our perspective, merging channels cannot be limited to a single area of focus - its scope extends across technology, process, people, function and business areas. It is both a strategic concern and an operational initiative.
 (7.40 MB)

Seven Design Consideration for a Green Data Centre – May 2008
IT departments are under increasing scrutiny and pressure to deliver environmentally sound solutions. Large data centres are one of the most significant energy consumers in an organisation’s IT infrastructure, so any measures that you can take to reduce this consumption (and therefore also carbon dioxide emissions) will have a positive impact on your organisation’s environmental footprint.
 (437.16 KB)

Secure Your Contact Center – May 2008
Contact centers process an immense amount of customer-sensitive information. As the primary point of contact with your customer, they are also the gateway to a wealth of confidential personal information and an attractive target for enterprising hackers and other security threats.
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Managing the Security threat from within – March 2008
In late 2007 we commissioned independent research house, YouGov, to survey British employees who use digital technology to do their work to find out about their security practices both inside and outside the office.
 (296.99 KB)

Securing the Contact Centre – March 2008
Contact centres process an immense amount of customer-sensitive information. As the primary point of contact with customers, they are also the gateway to a wealth of confidential personal information and an attractive target for enterprising hackers and other security threats.
 (605.99 KB)

Be Proactive – Secure Mobility in the Workplace – March 2008
To be successful in a competitive business environment, organisations need to be more available and agile, and a mobile workforce plays a fundamental role in achieving this.
 (644.12 KB)

Seven Key Steps for Identity Management in a Unified Communications World – February 2008
Unified Communications enables people to use the most appropriate communication medium for the task at hand and to switch/merge channels as necessary. To do this in practice, organisations need to integrate systems, technologies and technology vendors to enable, for example, switching from email to voice, or IM to voice.
 (333.27 KB)

Eight Simple Steps to Effective Software Asset Management – January 2008
The need to comply with regulatory acts like Sarbanes-Oxley and ongoing legalisation initiatives to strengthen intellectual property protection has required many organisations to re-look their approach to software asset management.
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The New 802.11n Wireless Standard – January 2008
It might not have the catchiest of titles, but the new 802.11n draft wireless networking standard has had its fair share of press recently. Indeed, you’d be hard pushed to miss the industry stories on wireless, the new 802.11n standard and how essential they are to your organisation’s plans to support its mobile workforce.
 (418.96 KB)

Contact centre salaries pricing SA out of the market – December 2007
South Africa may be heading for a contact centre industry disaster if rising salary inflation is not brought under control. Costs associated with staff retention are literally spiralling out of control to the point where South Africa may rapidly lose its status as a preferred offshore business process outsourcing (BPO) and call centre destination.
 (239.18 KB)

Multisourcing: The New Face of Outsourcing for Today’s Business World – December 2007
One popular new approach to outsourcing is “Multisourcing,” whereby certain functions are retained in-house, while others are outsourced to “best-in-class” Service Providers.
 (249.71 KB)

Unified Communications and Flexi-Work – October 2007
Perspectives from IT Managers and Users. Unified Communications enable flexible working patterns through the compression of spatial distances. Click on the link above to register to download this white paper.
 (556.24 KB)

Presence in the Contact Centre – August 2007
Presence is not a new concept in the contact centre – routing calls based on resource availability is an integral part of any sophisticated operation. This ensures the right calls get to the right agents.
 (3.31 MB)

Seven Steps to Successful Desktop Deployment – August 2007
Upgrading aging operating systems and applications holds many benefits for organisations – but only if completed successfully.
 (280.06 KB)

Global Services Philosophy – July 2007
This paper describes an approach to delivering services in the Information Technology domain. The purpose of the paper is to contextualise the hierarchical service layers to allow the reader to position their relevance, and understand how the Dimension Data services philosophy guides their adoption.
 (895.17 KB)

Addressing the PC Configuration Management Challenge – May 2007
This opinion piece addresses the major issues Gartner raised in their 2006 Magic Quadrant for PC Configuration Management. Dimension Data has also seen a number of challenges that organizations face in moving to a more comprehensive PC lifecycle configuration management strategy. Our Dynamic Desktop Deployment solution provides an answer.
 (152.98 KB)

Is your IVR past its expiry date? – May 2007
Self-service is a hot topic in contact centres today, with many organisations looking to take advantage of the promises of speech technologies. However, many of the factors that have helped to make speech work in its successful implementations can be applied to your traditional DTMF IVR.
 (2.22 MB)

Considerations for Designing Next-Generation Communication Infrastructures - November 2006
Making sense of controlled admission and adaptive security in a period of rapid industry development and change. This document investigates various options for implementing an adaptive, secure communications infrastructure, and evaluates their strengths and weaknesses.
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Dynamic Desktop Deployment - November 2006
This document provides an overview of Dimension Data’s Dynamic Desktop Deployment solution. It focuses on the approach, services provided and processes and technologies used to ensure the smooth deployment and ongoing management of desktop PC infrastructure using the Microsoft Windows operating system and networking environment.
 (210.08 KB)

An Introductory Guide to Speech Recognition - August 2006
Speech recognition is becoming increasingly prominent as a cost-cutting and value-enhancing solution for customer care and service enablement. This paper, by Datamonitor Analyst, Daniel Hong, provides an overview of the technology, the vendors and the market.
 (164.60 KB)

Mr Bell would have been pleased - June 2006
Perhaps there is something significant about centuries. It appears that each century man invents a means of communication that revolutionises the daily lives of people.
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Can outsourcing lead to bad security? - July 2006
This whitepaper explores the history of security outbreaks and the role outsourcing suppliers can play in coping with the advent of increased risk. It also provides recommendations on the proposed content of an outsourcing contract and guidelines for the selection of a partner.
 (115.66 KB)