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.