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Customer Engagement Hub

Video length: 2:30 minutes.

Technology | Digital infrastructure

Omnichannel redefines customer engagement

By using a modernised, flexible customer engagement platform, we can transform the managed and consulting services arms of the organisation with ease and efficiency.

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Why

To provide clients with a seamless experience across all our channels as part of our services transformation journey.

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How

Our multi-instance, fully cloud-managed solution was built on our Shared Managed Cloud Platform, moving away from the traditional way of deploying major solutions.

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What

By the CEH leveraging capabilities around text-recognition, support tickets were better prioritised, scheduled, and routed, improving the workflow and client experience.

Read below

Why

Why Dimension Data embarked on a services transformation journey

With thousands of clients across the globe, Dimension Data needed to evolve the way it supports its clients, to help simplify the new world of complex technology and serve clients with the very best experience possible.

As part of our Services transformation journey, we identified a clear need for clients to have a seamless experience across all channels. These include voice, email, chat, as well as the ServiceNow and Managed Centre platforms.

The vision was for clients to move seamlessly from one channel to the next in the desired channel of choice. So, for instance, a client could begin a support call via the phone, quickly check on the status via chat a bit later and read the full history of the ticket via the web portals once the issue is resolved. Throughout these interactions, they’d enjoy a ‘single ticket experience’ – engaging with the same agent, with full case history at hand.

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How

How Dimension Data redefines customer interaction

Following a discovery and design process that involved customers and staff, Dimension Data’s Customer Engagement Hub (CEH) was born.

This multi-instance, fully cloud-managed solution was built on our Shared Managed Cloud Platform, underpinned by the Genesys ‘Pure Engage’ advanced CX Suite of products and features. With high availability, it’s able to scale limitlessly as volumes grow from both a client and a services agent perspective.

The CEH also represented a sharp break-away from the traditional way of deploying major solutions. Instead of weeks and months spent deploying hardware, then layering software on top, and integrating and testing, the team is able to rapidly deploy a Customer Engagement Hub instance to focus on the business requirements configuration.

It was initially deployed in Amsterdam to support our 600-seater Bangalore and 220-seater Prague Global Delivery Centres. But from a single environment, the CEH can be extended to operations across the globe.

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What

What are the benefits to clients and to the business

The team experienced immediate efficiency gains – as support tickets were better prioritised, scheduled and routed according to agent skill and knowledge. With more of the workflows automated, the team could tackle and resolve customer incidents faster.

The Customer Engagement Hub leverages capabilities around text-recognition to analyse emails and send a contextually relevant email in return to clients (requesting additional information if required). This not only enables the processing of requests for information faster, but email was prioritised in the agent queue and processed faster than it was in the old manual process.

From a client perspective, people now enjoy a seamless omnichannel experience, with multiple ways to engage Dimension Data’s support teams. With new features available from the CEH catalogue, new channels (such as chat and social media) can be easily added to the solution for configuration.

The team plans to roll out the CEH to all our support centres across the globe, as well as managed services centres, and ultimately to consulting services as well – extending its value and bringing it to the heart of everything that we do. Overtime, we will expand the solution to cater for our sales environment and our internal shared services environment, making the entire business available on one global interaction platform. With less time spent on managing everyday interaction issues, the teams can elevate their focus towards true business enablement, strategic consulting, and engineering value with our clients.

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