Dimension Data launches managed contact centre service

Dimension Data, a specialist IT solutions and services provider, has announced the launch of its managed contact centre service, a flexible and cost-effective managed service for organisations intent on improving their customer service levels.

"Globally, managed services are gaining popularity for a number of compelling reasons. These include the need to retain control of the customer interface and ensure optimal service levels in today`s competitive business climate while at the same time maximising existing infrastructure and reducing costs. The managed contact centre service transfers the infrastructure management and support function to Dimension Data, while customers retain full control of agents and customer service levels," says Mike Fairon, national practice manager, Dimension Data customer interactive solutions.

It is ideally suited to clients wishing to either start or expand a contact centre operation, or clients wishing to migrate to an IP-based architecture without incurring capital expenditure costs. As the infrastructure and technology required is already in place, the service provides organisations with a significantly faster time to market.

All infrastructure is provided for and supported by Dimension Data thereby requiring no capital outlay by customers. The service offers a consumption-based, pay-per-use model, which reduces operating costs and simplifies capacity planning. Organisations have the option to place agents in Dimension Data`s call centres or at their own premises. It furthermore provides organisations with the flexibility to escalate or reduce capacity requirements as their needs change. Customers are also able to pilot new technologies before committing to them.

"This service frees an organisation from the management of its contact centre technology and enables it to attend to issues such as agent training, recruitment, utilisation and retention, which all contribute to the improvement of its customer service levels," adds Fairon.

The service is underpinned by Dimension Data`s global services operating architecture (GSOA) and supports both TDM and IP-based architectures. All infrastructure is fully managed and supported on-site by qualified technical personnel and is upgraded on a continuous basis as new versions and technologies are made available.

"If managing the infrastructure of an organisation`s contact centre is not a core business strength, then it will be better served by a partner that counts the function as a core competency," concludes Fairon.