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 IT outsourcing

Today's high-pressure business world compels your organisation to be more agile, improve operational efficiency, reduce cost, and meet its employees' needs for new applications and technologies more rapidly. That's why your approach to ICT is evolving from managing ICT equipment to managing ICT services as a utility. But how do you bring together the people, processes and systems that deliver more business-aligned ICT? How do you manage multiple vendors across several geographies, while still focusing on what you do best?

Overview

 

​Dimension Data can help you inject more agility and flexibility into your business model by delivering IT outsourcing services that encompass the network, data centre and cloud services, end-user support and contact centre. We have extensive technical expertise across six technology domains and offer wide geographical coverage around the world.

Our hybrid delivery model blends in-country, on-shore skills with centralised resources, systems and tools, providing a 'best-shore' approach. Our Global Service Centres are situated in Africa, Asia, Europe and the US. Within each region, we stay as close to your business as possible through local account management, local support and local service management.

With our global service delivery platform, and our standardised ITIL-based processes, procedures and work instructions, we deliver multi-country and multi-vendor services, and services aggregation consistently around the world. No matter where you're transacting with us, you'll have the same experience – and enjoy the same business outcomes – each time.

Network and communications
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​In today's world of global networks, and with the rapid increase in services such as mobility, you've realised that no single partner can provide all the services across the geographies in which you now do business. This is why Dimension Data has designed its IT outsourcing services for network and communications to be carrier-independent. We focus on the ability to integrate best-of-breed suppliers and service providers to deliver a network service that can change with your business requirements.  We cover the following areas:

  • Data network: this encompasses WAN connectivity, campus and branch office connectivity, and the wireless network.
  • Videoconferencing: includes any infrastructure and network connectivity required to deliver conferencing services. It also includes concierge and service desk services.
  • Voice infrastructure: includes the on-premise and centralised voice services required to deliver a complete service. Voice infrastructure includes the support and management of TDM and IPT infrastructure. Telecom expense management (TEM) is a subset of this service.
  • Security: encompasses the dynamic and hard perimeter. It includes vulnerability management, risk management, threat intelligence, managed security information and event management, operations management, compliance management and performance management.
  • Monitoring and Performance Management: we take care of monitoring and managing the performance of the end-to-end network experience
  • Carrier Management: we manage your service provider services and contracts including benchmarking, procurement, service management and reporting.
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  • Dimension Data and Old Mutual

    ​Old Mutual understand the importance of a sound communications infrastructure in making their business a success, but realise they can't afford  the extra resources. They look to Dimension Data as an IT outsourcing partner to help accelerate their profitability and competitive edge.

 

Data centre and cloud services
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​With the drive to reduce the operational cost within the data centre and the move towards cloud style services, Dimension Data has built its data centre outsourcing services to leverages the toolsets, skills and expertise of our cloud services business. We help you drive down costs and  improve operational efficiency. We also provide the ability to manage your legacy systems and a risk-free transformation to infrastructure-as-a-service.
​Our services cover:
  • Wintel, messaging, file, and print and storage services: on-premise or cloud-based services, and all aspects of service management
  • legacy and mid-range services: only on-premise services, and treated as a third-party back-out contract
  • identify management services: the management of user provisioning, authentication, authorisation and permissions
  • SQL database services: the management of your complete SQL database environment.
  • data centre services: all aspects of on-premise data centre facilities management. We also provide and provision hosting services
  • managed hosting services: the ability to host and manage your server infrastructure within one of our regional data centres
End-user support
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 Our IT outsourcing services for end-user support cover the following areas:

Level 1 service desk: we run and manage a full service desk function on your behalf, catering for all your end-user support calls.
Desktop support: we support the hardware and software of your end users' desktop environment, including printers and other devices connected to it. 
 
Printer-based services: we support the physical printing device itself as well as all printer-based services across a network. 
On-site user support services: we provide on-site resources to help solve problems that can't be solved remotely.
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    What our clients say
     
     
     
     

      

    • ​​​​​​​​​​​Alexander Forbes uses technology to change customers' lives by enabling their financial freedom
      ​​Partnering with Dimension Data means we don't have to worry about day-to-day IT operations. This frees us up to focus on what's really important to us: finding ways to better serve our customers, to address their financial service needs.

    Contact Centre
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    ​Our Contact Centre-as-a-Service (CCaaS) provides you with on-demand, pay-as-you-use capability for optimising flexibility, scalability and agility. This includes a highly resilient infrastructure that minimises downtime and provides accessibility to advanced feature rich functionality, such as:
    • intelligent call routing: including agent profile/skills-based routing, last agent routing, service level routing, interaction-based routing, blended queuing 
    • an advanced workforce optimisation suite: including call and screen recording, workforce management, performance management, quality monitoring and e-learning
    • data encryption: ensures sensitive information is appropriately encrypted 
    • advanced customer feedback: obtains customer intelligence and competitive insight through multiple channels 
    • advanced speech, text and desktop analytics: gives you insight into customer interactions through text and speech processing. Also captures employee desktop activity to improve process and operational efficiencies through desktop analytics
    • multimedia suite, comprising web chat, SMS and e-mail: manages non-voice interactions through a multi-channel approach
    • self-service applications, including instant voice response, speech recognition and database integration: allows the customer multiple options to complete the interaction through an automated process
    • hard and soft dialler options, including preview, progressive, predictive and blended agent: provides a platform for the creation and management of outbound and blended campaigns and customer communications
    • reporting (management information system): offers real-time reporting, historical reporting and performance dashboards
    • social media manager: manages social media interactions including Twitter and Facebook
     
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