Dimension Data Australia has successfully rolled out an interactive, Internet-linked call centre for that country`s first `virtual` mobile telephone network operator, Virgin Mobile.
The project has also involved developing the online presence and creative brand recognition for Virgin Mobile, a joint venture between the Virgin Group and C&W Optus.
According to Andrew Grant, MD, Virgin Mobile Australia, with Virgin Mobile just starting up, the company had to quickly implement a wide range of infrastructure and systems.
"Both aspects of the project were core to Virgin Mobile`s customer contact and management. Given the unregulated, highly competitive nature of the mobile telecommunications market in Australia - the country has one of the highest take-up rates of mobile phones in the world - speed to market was essential," he explains.
In just four months, Dimension Data Australia designed and implemented the Virgin Mobile network to include network infrastructure, a Standard Operating Environment for workstations and servers, and an Internet platform. The IT infrastructure, application development and personalised contact `look and feel` across all media was designed specifically for Virgin Mobile.
"This was one of the first projects in Australia in which an Internet site was developed and integrated simultaneously with a contact centre," says Nathan Cher, Technical Director, Dimension Data Australia.
"Dimension Data delivered the entire contact centre infrastructure extending from IVR, Internet and e-mail contact services. The project utilised the combined skills of Dimension Data Australia`s online and contact centre groups to help Virgin establish its operating models for the contact centre, as well as `co-sourcing` of the environment with Dimension Data Customer Contact Solutions.
"To monitor the growth and visitors to the Virgin Mobile site, Virgin Mobile has the ability to cache Web traffic and ensure control of Internet access," he adds.
Grant says the project has delivered major business benefits for Virgin Mobile. "This includes the fact that Virgin Mobile now has a highly scaleable and effective IT infrastructure which is supplied by a single vendor who ensures ongoing exceptional performance and flexible capacity to meet future needs," he concludes.
Share
Dimension Data Holdings plc is a leading global network services and i-Commerce solutions provider, focused on enabling enterprises, telecommunications service providers and new economy companies to communicate and transact effectively in an e-enabled environment.
Listed on the London Stock Exchange, Dimension Data is a constituent of the FTSE 100 index. The group operates in over 30 countries on six continents. It has achieved a three-year compound annual growth rate in US dollars of 73% in revenue and 36% in basic earnings per share. For more information, please go to www.didata.com.
Editorial contacts