Integr8 IT, a national network integration and infrastructure management specialist, has conceptualised and developed a hi-tech multimedia customer service centre, as a means of digitally managing infrastructure and the accounts of its local and international clients.
Referred to as the 'Nerve Centre', this multi-level IT service pod is designed to provide the company's Nerve Centre agents with an in-depth analysis of every aspect of the company's clients.
The nerve centre call co-ordinators, first and second line technical teams are backed up by Integr8 Consulting Services, with direct dedicated lines into Microsoft Redmond for Premier Support services, as well as direct channels into its other core global partners.
The infrastructure allows for a complete overview of the client's technology, projects, account details and various other aspects of the account. These are displayed, monitored and supported by a manned team on a permanent basis.
"Through this multimillion-rand investment, and collective knowledge consolidation, Integr8 IT has managed to proudly represent South Africa and prove local ability on a global standard, in Africa, Europe and the United States," explains Robert Sussman, joint-MD of Integr8 IT.
The company has secured key accounts with a number of established local and international operations, including Acsis, Amadeus, Blue Financial Services, Fidelity, Goldfields, Master Currency, Mondi, Nashua Mobile, Pan African Parliament, Statistics South Africa, Toyota, Verizon and Volvo, among others.
Sussman says the company continues to follow a deliberate strategy to lead the market, with innovation and unique customised services well ahead of the local trends.
"The nerve centre is world-class and nothing even slightly similar to this has ever been seen before. The ICT sector has acknowledged this achievement and there has been tremendous interest from global companies wanting a local presence on the African continent, to get involved with Integr8 IT," he says.
"In terms of IT, if you are not changing and developing, you are stagnating. The nerve centre illustrates the extent to which we have modified our initial offering of on-site infrastructure management, solution integration and network optimisation. We are now able to offer shared and managed services running directly out of the first locally-developed centre - a true representation of what can be done through utility-based computing," Sussman continues.
One of the main reasons behind the multimillion-rand establishment of the nerve centre was to ensure that clients, irrespective of geographic location, could plug directly into the Integr8 IT system, and be provided with managed services and utility-based services immediately.
The nerve centre complies with strong corporate governance frameworks, and has been designed with input from offshore consultants to ensure practices are in accordance with ITIL policies and procedures.
It allows for direct integration with the premier support structures of global technology vendor partners, a dedicated account manager, service delivery manager and technical account manager.
"From a technology point of view, the centre is unique. We have incorporated the very latest, hi-tech infrastructure that links us up directly with clients and allows us the flexibility to manage infrastructure, systems and processes. Should any issues or challenges arise, we are perfectly positioned to offer immediate multi-level assistance," adds Sussman.
Integr8 IT management is convinced the concept of its nerve centre contributes towards the growth and development of the ICT industry, with teams of learners being incorporated into the Nerve Centre University, for training and IP skill transfer.
"Outsourcing essential ICT services and support remains a significant market trend and key driving force within the industry. Technology requirements change as a business grows, and decision-makers have to manage this growth against a backdrop of an increase in demand for uptime, quality of service and greater need for storage, connectivity and security," Sussman concludes.
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Integr8 IT is a network technology services and solutions company. A renowned leader in the field of system integration, infrastructure management and support services, the company employs a wealth of highly skilled, best of breed, certified system engineers who are directly involved in high-level consulting, support and integration.
The company's core focus is on network infrastructures, specialising in design, planning, deployment, management and maintenance. Offices are located in Johannesburg, Cape Town, Durban and representation in Port Elizabeth, East London, and across the southern Africa region.
Integr8 IT is a Microsoft Certified Gold Partner for Advanced Infrastructure Solutions, Network Infrastructure Solutions, Information Worker Solutions, and OEM Solutions.
It has been acknowledged and accredited with many awards, namely: Microsoft Gold Partner of the Year, African ICT Achievers - CIO of the Year for Africa, Best Customer Experience of the Year, Network Infrastructure Solution of the Year, Security Solution of the Year for Middle-East, Africa, and Eastern Europe, Advanced Infrastructure Solutions, and many others, every year, since its inception.
Named as one of the country's Top ICT companies and honoured with a position among South Africa's Technology Top 100 Companies, Integr8 IT has established itself as a strategic partner with numerous internationally-recognised technology vendors and industry leaders, including 3Com, Attix 5, CA, Citrix, Cisco, IBM, Intel, Microsoft, MTN Network Solutions, Sun Microsystems, T-Systems and Verizon Business.
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