CENTRES OF EXCELLENCE

To stay ahead of the game and exploit the best and most exciting new advances and technologies for our clients, we have implemented a worldwide system of Centres of Excellence. Here’s how they work to identify practical solutions and ensure that best practice is gathered from winning implementations around the world and made available to everyone.

Dimension Data’s contact centre CoEs focus on our skills in the following areas:

IP Architectures - Dimension Data’s leading edge skills in architecture and design ensure the successful delivery of IP contact centres for clients. Our expertise from a data networking and contact centre voice infrastructure perspective, help us to achieve advantages for clients wanting to migrate their contact centres architectures to VOIP.

Intelligent Network Architectures - Dimension Data works with leading service providers and telecommunications companies around the world to architect contact centres that are built on and take advantage of intelligent networks technology.

Traditional TDM Environments - Dimension Data has been designing and building leading edge contact centres technology infrastructures for over twenty years. We utilise best of breed technologies and take maximum advantage of multiple channels and the benefits of enterprise infrastructures.

IVR and Speech Recognition Channels – Dimension Data has world renowned expertise in designing self-service applications that ensure customer acceptance and adoption. Our solutions take into account the dynamic changes in technology standards and integrate into the contact centre at a process and technology level.

Customer Process Enablement – Dimension Data has worked with a leading CRM and CRM framework technologies to design and enable customer centric processes in the contact centre.

Workforce Optimisation – Dimension Data has improved the performance of and empowered more than 25,000 agents for over 50 clients around the world through our workforce optimisation solutions. Our experience from running our own and other people’s outsource contact centres combined with our practical technology expertise, equip us with unrivalled knowledge of the depth and range of workforce optimisation and quality management solutions.

Operations Expertise – Dimension Data’s specialist contact centre outsourcing division, Merchants, has worked with leading organisations around the world to improve operational performance and deliver brilliant customer experience. Our operational experts are based and work from Scotland, Ireland, England, the Netherlands and South Africa to service clients around the globe to improve performance.

Contact Centre Technology Support – Dimension Data’s contact centre expertise extends to maintaining, monitoring and managing complex and multi-site environments of clients in multiple countries either through onsite or central teams.