Our unified Contact Centre architecture brings together IP telephony, customer interaction technologies and unified communications capabilities such as rich presence, instant messaging, shared directories and calendars to enable your company to improve how customers, Contact Centre agents and organisation experts interact and perform. What’s more, we enable you to measure the quality and effectiveness of customer interactions, and give you the ability to assess and engage employees across multiple contact channels
Our unified Contact Centre solution allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen. Since each interaction is unique and may require individualised service, Dimension Data provides Contact Centre solutions to manage customer interactions based on almost any contact attribute.
Dimension Data combines unified communications with Contact Centre technologies to streamline and enhance service levels with complete visibility and control and enables businesses to seamlessly extend those processes beyond the Contact Centre.
We understand the importance of Contact Centres and if deployed correctly, the positive effect they can have on a corporation. We have a proven track record at performing unified consolidation and our wealth of experience working with computer-telephony integration and call centre solutions has resulted in many happy clients.