CENTERS OF EXCELLENCE
The COEs successfully complement our regional presence and ensure that best practice is gathered from winning implementations across the world and made available to everyone. More specifically, the COEs ensure that clients have global access to our best skills and experience, helping to de-risk projects.
Dimension Data’s contact center 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 centers 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 centers architectures to VOIP.
Intelligent Network Architectures - Dimension Data works with leading service providers and telecommunications companies around the world to architect contact centers that are built on and take advantage of intelligent networks technology.
Traditional TDM Environments - Dimension Data has been designing and building leading edge contact centers technology infrastructures for over twenty years. We utilize 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.
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Our Centers of Excellence ensure that clients have global access to our best skills and experience. |
Workforce Optimization – Dimension Data has improved the performance of and empowered more than 25,000 agents for over 50 clients around the world through our workforce optimization solutions. Our experience from running our own and other people’s outsource contact centers combined with our practical technology expertise, equip us with unrivalled knowledge of the depth and range of workforce optimization and quality management solutions.
Operations Expertise – Dimension Data’s specialist contact centre outsourcing division, Merchants, has worked with leading organizations 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.
