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Dimension Data Launches Full Lifecycle Managed Service Solution for Cisco Unified Contact Center

Posted on: Monday, 30 March 2009, 10:07 CDT

Company Experts to Highlight Managed Contact Center Offering at VoiceCon in Booth #823

ORLANDO, Fla., March 30 /PRNewswire/ -- VoiceCon -- Dimension Data, a $4.5 billion IT solutions and services provider, today announced the launch of its Managed Contact Center service for organizations that have deployed Cisco Unified Contact Center infrastructure. The service provides full lifecycle management for contact centers with up to 300 seats. Managed Contact Center enables organizations to significantly reduce the total cost of ownership of Cisco Unified Contact Center by eliminating the need to hire, train and retain skilled IT staff to operate the associated hardware and software. The company will highlight the offering at VoiceCon this week (booth #823) in Orlando, Fla.

Dimension Data's Managed Contact Center helps small- and mid-sized contact centers reduce the risk and expenses inherent in the operation of contact center infrastructure. With Dimension Data taking responsibility for the management, servicing and maintenance of key contact center infrastructure, organizations can rest easy that staffing and service continuity are ensured, and can run their contact centers more efficiently and at a reduced cost.

"Dimension Data's Managed Contact Center offering can enable many small- and mid-sized organizations to dedicate more energy to mission-critical activities and free them from managing and maintaining the Cisco platform," said Wendy Bahr, senior vice president, U.S. and Canada Channels at Cisco. "In addition, this managed service offering reinforces Dimension Data's deep expertise in deploying and managing Cisco contact center technologies."

In addition to realizing reduced operational and personnel expenses, contact centers employing Dimension Data's Managed Contact Center experience the following business benefits:

• Reduced risk -- Dimension Data's experience in operating business-critical contact centers removes the potential exposure from staff turnover or extended absences.
• Optimized application availability and performance -- Managed Contact Center provides continuous monitoring of the Cisco platform and applications to identify and correct potential problems before they arise, preventing performance issues that adversely impact a contact center's ability to service customers. It offers 24x7 incident response and a single point of contact for case resolution and escalation.
• Proactive system administration and support -- Dimension Data performs the necessary routine checks and preventative maintenance to maintain the Cisco contact center system in optimal health, ensuring that the system keeps pace with growing business needs. It also provides system health reporting and detailed analysis of service levels to avoid potential outages.
• Responsive administration -- Managed Contact Center enables increased agent productivity, streamlined customer transactions and enhanced organizational efficiency through prompt and accurate agent and skill group administration, and call routing adapted to an organization's needs.

"Dimension Data's lifecycle management and support services allow clients to get the most from Cisco's market-leading contact center solutions," said Grant Sainsbury, practice director, Customer Interactive Solutions, Dimension Data Americas. "We provide clients with peace of mind, as they know the decades of experience we bring to managing and monitoring contact center business assets result in superior customer experience and system reliability. Also, our solution offers real value to clients in the form of reducing the total cost of ownership of their investment in Cisco contact center solutions."

For more information on Dimension Data's Managed Contact Center, please visit http://www.dimensiondata.com/na/Solutions/CustomerInteractiveSolutions/ManagedContactCenter.htm.

About Dimension Data

Dimension Data (LSE: DDT), a specialist IT services and solutions provider, helps clients plan, build, support and manage their network and IT infrastructures. Dimension Data applies its expertise in networking, security, operating environments, storage and contact center technologies and its unique skills in consulting, integration and managed services to create customized client services. For more information: Call 866-DIDATA-US or visit www.dimensiondata.com/na.

About Cisco

Cisco (Nasdaq: CSCO) is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Information about Cisco can be found at http://www.cisco.com.

Media Contacts: Lisa Grimes Laura Sexton Dimension Data Davies Murphy Group (703) 217-2692 (781) 418-2417 lisa.grimes@us.didata.com ddna@daviesmurphy.com

SOURCE Dimension Data

Source: PR Newswire

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