Dimension Data came out tops at the 2000 Call Centre Africa Industry Awards, taking four golds in different categories at the presentation this week.
The awards were a highlight of the Call Centre Africa/Contact Centre Africa Conference and Exhibition which closed at the MTN Sundome yesterday.
Dimension Data`s call centre outsourcing subsidiary, Merchants, won first place in the categories of Best Outsourced Services and Best Call Centre Design.
Dimension Data Interactive (DDI) won gold for the Best Contact Centre/Call Centre Solution of the Year for its best-of-breed infrastructure solution provided for the communications hub of the Merchants i-Media Centre.
In addition, Andrew Briggs, strategic marketing executive at Dimension Data i-Commerce and former consultant at Merchants, was voted Call Centre Personality of the Year ahead of fellow-finalist for the award, Trevor Gascoyne, business development consultant at Merchants.
Merchants was also a finalist for the Call Centre/Customer Contact Centre of the Year and Most Innovative Call Centre/CRM Product or Service of the Year awards.
The Merchants i-Media Centre is South Africa`s only fully Web-enabled contact centre and is among the most technically sophisticated, state-of-the-art communications centres DDI has built in this country.
In addition to functioning as a fully operational outsourced call centre for third-party users, the Centre provides a showcase of the Dimension Data Group`s i-Commerce capability and the technology selected was chosen to provide for current and projected future requirements.
The facility combines traditional call centre services with the full range of i-Media covering fax, email, cellular and Internet enabled customer management (Web Chat, Page Push and Voice-Over-IP).
The i-Media Centre has a capacity of 350 customer agent seats, operating 24x7x365. Further i-Media centres are planned in Cape Town and Durban as well as additional capacity in Gauteng.
The technologies implemented in the i-Media Centre include front office applications such as Siebel, Genesys as the CTI platform, a call telephony platform based on Lucent products, including unified messaging and Blue Pumpkin as the resource management and reporting tool. The call centre infrastructure runs on a 1 Gbit/second backbone network and fully supports Voice-Over-IP technology.
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Dimension Data
Dimension Data is a leading global network and interactive integration services Group which provides communications network services and e-commerce solutions to enterprises, telecommunications service providers and new economy companies.
Operating in over 30 countries on six continents, the Dimension Data Group is divided into the Network Services and Interactive Commerce (i-Commerce) divisions. The Group is one of the largest independent network and interactive integration services businesses world wide, offering customers truly global solutions.
The Group has achieved a compound annual growth rate of 106% in turnover and 38% in basic earnings per share in US dollars over the past three years.