Dimension Data KwaZulu-Natal (KZN) was recently awarded a three-year contract worth R10 million to plan, build and support a new call centre infrastructure for Bizworks, a Durban-based black empowered ICT company.
In an effort to develop Durban as a leading call centre destination for international businesses, the eThekwini Metro Authority in conjunction with the Durban Investment Promotion Agency (DIPA) embarked on a project to establish a call centre in Durban three years ago. Bizworks saw this as an opportunity to establish a pilot site to lure investors to Durban and to host them on their site.
"Our aim is to establish Durban as a first-class venue for the outsourcing and co-sourcing of contact centres and business process operational (BPO) systems. We propose to do this through a best-practice contact centre. This will service front-end interactive contracts and back-end data process management operations enabling clients to meet the call centre requirements of both local and international customers," says Willy Govender, chief executive officer of Bizworks.
Bizworks` deal with Dimension Data includes the provision of a world-class contact centre solution as well as a managed enterprise network (MEN) service contract with round-the-clock support and maintenance. Additionally, Dimension Data`s Customer Interactive Solutions (CIS) division will provide consultancy and project management services to assist Bizworks in establishing international links to attract business to its call centre.
"This implementation is an excellent example of Dimension Data`s ability to deliver a holistic technology solution. We`ve utilised skills and intellectual property from a number of Dimension Data`s business units, such as the networking, enterprise and contact centre lines of business to provide Bizworks with a complete call centre solution," comments Craig Ireland, managing director of Dimension Data KZN.
eThekwini Metro is in further discussions with Bizworks and Dimension Data to investigate how it can co-host its departmental call centres on Bizworks` infrastructure in order to facilitate a standard single-number contact for all its customers.
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