Dimension Data, the $4 billion IT integrator and solutions provider, proved its mettle once again in the customer interactive solutions arena. It recently assisted the newest contender in the South African pay-TV market space with an extensive upscale of its business-critical contact centre in response to an overwhelming demand for its product.
A strategic partnership with contact centre software experts, Interactive Intelligence, saw the new site fully operational in just days, dramatically enhancing customer service levels for the client.
The much-anticipated launch of TopTV in May 2010 introduced an attractive array of channel bouquets that broadens viewing alternatives to local subscription broadcasting consumers. This successful go-live was quickly followed by a flood of eager enquiries to the TopTV contact centre.
TopTV is only the second service provider of its kind in South Africa and coming up against an established market, it made modest forecasts around market potential. Within days of its launch it became evident that the overwhelming response was no flash in the pan, but a real indication of demand. As service concerns threatened to overshadow the company's attractive product bundles, TopTV quickly rallied the combined resources of technology partners Dimension Data and Interactive Intelligence to scale up its contact centre and get service levels back on track.
"Dimension Data pulled out all the stops on this project," says Anton Jooste, General Manager for Customer Interactive Solutions at Dimension Data Middle East & Africa. "We have pooled resources from our Data Centre, Networking, Microsoft Solutions, and Security as well as Customer Interaction Solutions divisions and worked around the clock, collaborating closely with Interactive Intelligence and TopTV to upscale the 50-seater launch site to a 140-strong solution in only a few days. This has been an incredible team effort and has had phenomenal impact on the client's customer service offering."
Dimension Data's infrastructure has been paired with the versatile Interactive Intelligence system. "Our solution is software-based, and is able to run off a standard server, installed on any hardware," says Dave Paulding, Interactive Intelligence Regional Sales Director for the UK, Africa and the Middle East. "This was ideal for TopTV's situation as the integrated structure supports fast, centralised system control and updating, allowing us to scale up extremely quickly. Within just two working days - or as soon as computers, phone lines, chairs and the other basics were in place - the centre was ready to run."
TopTV has certainly risen to the occasion, taking swift and decisive action to protect its fledgling customer equity. Enquiry volumes at TopTV's Woodmead contact centre have held steady since its launch more than a month ago and Dimension Data has ensured that the subsequent infrastructures deployed are not only able to support current customer demand, but also offer great manoeuvrability to accommodate expansion as the subscription broadcaster really takes flight.
At present, the contact centre is primarily geared towards new business, but as enquiries translate into signed contracts it will further support TopTV's customer interaction and service provision function going forward. With such a solid foundation in place, the business is confident that its systems are market-led and that potential customers will receive the service they expect.
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