Digital solutions group profile 2013


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DSG (Digital Solutions Group) is an outsource partner for multi-channel commerce and relationship marketing. We provide customised solutions to business - enabling businesses to transact and communicate via direct channels. Our approach lowers the barrier to entry into this market without the client having to invest in systems, people and infrastructure.

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Digital solutions group profile 2013

  2. 2. BackgroundDigital Mall (Pty) Ltd was founded in September 1998 as a technology partner for retailers who wanted to createa new channel to market via e-business. At the time there was minimal activity in the e-business market in SAand Digital Mall therefore introduced a new business model of ASP (Application Service Provider) for e-commerce and related support services.Digital Mall worked with all major banks and serviced the leading retailers by lowering the barrier to entry andsharing the risk and success with its customers.In January 2000 iTouch acquired a 51% stake in Digital Mall prior to iTouch’s planned IPO on the FTSE later thatyear. Digital Mall provided the technology that enabled iTouch to launch into the mobile commerce market.In March 2000, Digital Mall and iTouch concluded the first mobile commerce transaction in SA through thedevelopment of a unique application, the Wireless Application Service Provider (“WASP”). This solution basedon WAP at the time was very innovative and incorporated a unique live help feature that allowed the ContactCentre Staff to view the activity of the consumer real time and to assist with mobile commerce transactions.The application was so successful that soon thereafter iTouch launched the application in the UK, Israel,Australia, New Zealand and Ireland. In August 2000 iTouch raised over R42.5 million for 20% of the group from itsIPO but due to the market crash shortly thereafter, the share price lost value, which put pressure on all of theoperations globally.In November 2001 Digital Mall management decided to buy back the shares held by iTouch – allowing us toregain control of the entire business. In May 2005, iTouch was acquired by the Japanese listed For-side.comand de listed from the FTSE.As our customers’ required new solutions and the market dynamically changed so did Digital Mall’s businessmodel which led to the innovative evolution of what is known today as ‘The Digital Solutions Group’.Our MethodologyThe Digital Solutions Group (DSG) is an outsource partner for multi-channel commerce and relationshipmarketing. We provide customised solutions to business - enabling businesses to transact and communicatevia direct channels. Our approach lowers the barrier to entry into this market without the client having to investin systems, people and infrastructure.This business model implicates a substantial upfront investment in technology, which is then made available tomany customers. The key to the business model is “share risk and success” with customers. Revenue isgenerated from services rendered and often a management fee based on a win/win scenario, and thesuccess of the new business approach.Based upon independent research (Gartner Group), only 33% of all global companies interact with customersvia multiple channels. This contends that a company that is able to provide additional routes to market, withoutlarge set-up costs, will materially enhance its potential for success. This opportunity of providing additionalroutes to market for our clients based on a customer centric model is DSG’s core focus., and
  3. 3. DSG Customer Centric Model “In future, the most powerful brands will be customer-centric. Successful companies will know their customer and will be the customer’s advocate.”One of the key success factors for DSG is our ability to design business processes that empower our group toadd value and become an extension of our clients businesses. We also define relationship agreements thatallow us to offer a closed loop management process. Our management processes cover every aspect of ourclients business, and every aspect of the services offered by us.DSG provides strategy consulting, web application development, and hosting & management services. Newweb-based applications are developed to be accessible to the consumer via the PC (internet/Intranet orextranet), Mobile device, PDA, Voice via Voice XML, Contact Centre, Automated Services Machine (ASM orKiosk) and iTV.We deliver a platform and build a business case for each channel based on its relevance to the target market.The financial viability studies determine the introduction of new channels, in a phased approach, due to thelarge investment in technology that may be required for the more technologically advanced channels.DSG has developed substantial infrastructure, intellectual property and goodwill within the African market,expanded to the Middle East and Indian Ocean, and has developed an international roll out strategy for someof its products and services.We offer 24/7 support through our IP based contact centre in Johannesburg South Africa which can bereached on 0861 DSG 247 locally or +27 11 759 7247 international and via email, and
  4. 4. Group StructureDSG comprises of four vertical solution pillars covering all markets, and the group promotes co-operationbetween the various pillars wherever possible to optimise effort and enhance the value proposition to our clientsthrough combining extensive internal skills. In order to service the solution pillars, DSG is made up of 9 divisionsas detailed below.Summary of Group Companies and OperationsDSG has 9 divisions within the group providing specialist solutions advice. The divisions are detailed below: 1. Employee Experiences Employee Relationship Marketing Solutions (ERMS) is the fusion of Win Win Group ( people innovation and DSG relationship marketing & technology innovation. The joint venture formed in March 2008 was conceived to enhance total employee experience. A firms first customers are its own employees. If the staff understand and wholeheartedly endorse the firms goals, they will take care of external customers and achieve desired company performance., and
  5. 5. A firm wants its external customers to consider themselves part of the family and its staff to feel that they arerespected and their needs are met. The employees should know and feel that they are the brand.We unleash people to unleash performance and create cultures that perform because people are inspiredand proud. The employee experience design of ERMS focuses on the “on boarding” experience through our“Insider” program and total talent management solution, which tracks key employee metrics over time.We provide ongoing training/ interventions such as “I am the brand”, “Business of Winning” and custommotivational events .We provide access for e-learning of 480 programs with online mentors and we facilitateemployee privileges and reward programmes. SilkRoad Africa is a joint venture between DSG and SilkRoad. Let SilkRoad Streamline Talent Management at All Employee Touch Points. We believe that your talent base is not only the foundation of your organization but what gives you a key competitive advantage in the marketplace. Our complete suite of talent management solutions allows human resource professionals to strengthen and personalise employee experiences, resulting in a more motivated and engaged workforce. We focus on the people, not the numbers, and pride ourselves in being the only HR technology vendor to center our efforts on helping our clients provide truly positive talent experiences. Spread the smiles with SilkRoads talent management software. Mobile Tools: Mobilising change is the core business of Mobiletools International. The rapid, always-connected mobile content delivery and collaboration platform can be used either as a stand-alone solution or integrated into existing corporate systems. Mobiletools end-to-end solutions are used by organizations worldwide to achieve better results in their change processes.The solution is offered as a SaaS model that provides the benefits of no capital expense on hardware, rapiddeployment, and scalable architecture, no maintenance cost since the service will be hosted on our servers.Our platform can be white-labeled with the user interface being branded to your requirements. In-housedeployment solution is available by installing the platform within your environment.Mobile Learning Benefits:  Global content delivery network & server-side trans-coding of media files  Powerful user administration with scheduling and grouping  Automated SMS and email reminders  Mobile content delivery for videos, pictures, podcasts, blog entries, slideshows  Mobile Surveys (MSurvey) feedback & quiz functionality  User-uploaded media from mobile to facilitate collaboration  Web-based SaaS system for single point to administer the learning process – no software installs needed  Provides quick and cost-effective way of implementing learning module  Increase participant motivation and response, and
  6. 6.  Learners learn when they want and where they want  Provides real-time feedback and results  Mobile device provides a personal and confidential means of learning  Once the environment is set up, multiple campaigns can be managed 2. Customer Experience Management The Virtual Contact Centre is a Contact Centre solution provider. Our engagement model is flexible and our services are offered on a consulting basis, co-sourcing or outsourcing. We also offer DBOT (Design, Build Operate and Transfer) solutions for companies that wish to eventually incorporate the solution as part of their own operation. Our unique approach to the management of people,process and technology ensures that we provide our clients with a solution that is effective and consistentacross all communications channels.Our solutions are cost effective and are based on a “pay per use “model. This means that our customers onlypay for the capacity that they use rather than having to cover the costs of employing dedicated people fora particular campaign or ongoing customer care interactions.The Virtual Contact Centre’s vision and mission is that of providing anywhere, anytime access to productsand services, utilising our extensive strategic and operational knowledge and experience in themanagement of multi-channel commerce, communication and employee, customer and partnerrelationship marketing.The Virtual Contact Centres approach allows organisations to continuously utilise our substantial investment inenabling technology, skilled people and innovative processes with the objective of enabling and assisting allstakeholders in interacting with the Virtual Contact Centre using the most convenient and cost effectivechannels.Our primary focus is to work closely with clients and help them succeed in setting and meeting your ContactCentre goals and objectives. We offer total support and a commitment to communicate your ideas in astrategic, creative, and cost-effective manner.The Virtual Contact Centre is dedicated to providing a fully managed multichannel and multi commerceContact Centre solution that enables organisations to implement critical business strategies or tactics aimedat reducing costs and increasing revenues.The Virtual Contact Centre works with both large and small organisations to develop concrete, practical,short and long term action plans whilst leveraging the Virtual Contact Centres substantial upfront investmentin technology, infrastructure and applications which are made available to many Clients.The Virtual Contact Centre takes advantage of the need for personal 1 to 1 marketing, service andmanagement skills, the scarcity of those skills in the market, and the lack of any major competitor owning theinnovation and service spaceThe Virtual Contact Centre manages a complete 24/7 Contact Centre operation that services the followingportfolios including:, and
  7. 7.  Customer Services - Inbound and outbound support, including product support, commerce management, information requests, web query management, live help interactive management and email management.  Helpdesk Services - Inbound and outbound technical support, including product support, tier 1 and 2 user support and technical information requests.  Mobile Customer Services - Inbound and outbound technical support, including product support, registration/deregistration from services and information requests.  Outbound Sales Services – Outbound sales in the Financial Services sector, Bond origination, Lead generation, Sales generation and Appointment management.  ECommerce Services - Inbound and outbound eCommerce management, including web based ecommerce transacting, eCommerce delivery fulfillment and eCommerce Customer services and support.  Customer Experience Management – Implementation of RightNow a new generation on Demand CEM platform that focuses on improving service whilst reducing operational costs. With Digital Solutions Group being granted the rights to distribute RightNow in Africa, the Virtual Contact Centre believes that RightNow will provide it with a competitive edge as the solution is on demand and innovative.  Ticketing Services – Management of inbound and outbound ticketing focused on the entertainment industry. This includes complete call management, processing on ecommerce web applications, confirmation, quality assurance and service delivery.  Consulting Services – DBOT (Design, Build, Operate and Transfer), we are uniquely positioned to provide consulting services that range from the Design phase through to the Transfer phase where we transfer key skills to the organisations Contact Centre Management team to continue operating the Contact Centre.  Workforce Management (WFM) Services – The Virtual Contact Centre offers an enterprise solution that enables organisations to utilise our WFM solution on demand. The Virtual Contact Centre further utilise the WFM solution to further optimise and enhance the resource utilisation within our Contact Centre based on call, email, sms or fax arrival patterns.  International BPO Services – The Virtual Contact Centre further offers business process outsourcing to the international market. The offshoring industry is growing rapidly, with the Virtual Contact Centre focusing on achieving the level necessary to take international calls, and possibly a share of the substantial offshore market. The Analysis included is based on current trends and focuses on the competition in the outsourcing/offshoring space.The Virtual Contact Centre is a results-driven business that provides a complete range of services which allowfor the selection of the best technologies, applications and contact centre resources suited to clientsrequirements. We then combine our expertise in such a way so as to create meaningful, effective ContactCentre for optimal results.The Virtual Contact Centre, with its total focus on quality, further invests in a Business Intelligence Unit that ispurely focused on analysing interactions, trends, purchase behaviors, and return on investments. BusinessIntelligence provides Customers with insight into areas of concern and/or new growth opportunities., and
  8. 8. Virtual Contact Centre Client Profile Digital Connect (, an OpenSource Innovation Company has been operating and trading since 2007 and has deployed key telephony solutions in South Africa and Africa. Asterisk, The Open Source PBX has enjoyed rapid growth over the past 10 years. As a result, Asterisk continues to challenge larger, more established competitors to claim more market share. With Asterisk, your organisation can adopt corporate phone systems that aredesigned to be easier to customise and cost a fraction of traditional proprietary systems backed DigitalSolutions Group comprehensive Service Level support plans and local engineering skills., and
  9. 9. Asterisk was originally built as a PBX and today represents an astonishing 18% of the global market for business telephone systems. The base feature set includes many of the most popular and powerful PBX functions. Digital Connect offers PBX, Hybrid, Video Calling, VOIP solutions and Contact Centre technology based on open source ACD, Predictive Dialers, IVR Solutions and Digital Voice logging via the Asterisk Communication Platform and I6net IVVR (Interactive Voice and Video platform). Digital Connect is an accredited Digium training provider and has over 20 years experience in the Telecommunication market. DSG partnered with I6NET Solutions and Technologies, which is a European company, dedicated to research and development of telecommunications and Internet technology. I6Net provides advanced services in voice and video interactivity in line with the latest evolution in telephony.DSG has consistently over the years introduced novel and market winning solutions implementing innovationwithin its organization and the industry. Integrated solutions using technology, skilled people and evolving end-to-end business processes demonstrate how managing three (3) essential ingredients - People, Processes andTechnology not only results in Customer satisfaction but also delighting Customers.Digital Connect South African and African Client List:, and
  10. 10. 3. Mobile Application Ecosystem Digital Mobile is a division created due to the demand for mobile data services. Given our vast experience in mobile application developmentwe created this division to focus on mobile solutions.Digital Mobile offers mobile technology consulting, product development, implementation and innovation.We enable network operators, Value added service providers and corporate clients to streamline businessprocesses through mobile technology.Digital Mobile is a WASP (Wireless Application Service Provider) with global mobile networks and has vastexperience in working with African and global network operators to enhance customer acquisition strategiesand ARPU (Average Revenue per USER) and wallet share.Our unique mobile solution development architecture with multiple presentation layers for different operatingsystems adds huge value to our customer’s relationship marketing initiative, as Mobile is by far the fastestgrowing channel. Digital Mobile was the most nominated WASP for Awards in the 2004 Mobile Connect WASPawards. We developed unique mobile architecture for M- commerce, M-ticketing, and mobile payments. We provide cross platform custom built applications based on business requirements:, and
  11. 11. We partner with MNO’s and device manufacturers application stores and manage the submission to theirapplication stores and updates on behalf of our Clients.Digital Mobile is responsible for providing solutions into the entire mobile application ecosystem, end to end.With this in mind, we have developed solutions to enhance the value chain from MNO’s through Retailers tothe end user.Digital Mobile Client Profile Experience it - ( ) is our Event Management Software Solution Company. Experience IT provides event planners with a complete solution to increase event attendance and decrease event costs.By automating the event planning and management processes, our software enables you to focus your timeon strategic decisions rather than repetitive, time-consuming tasks. Our software is web based on demand orSAAS (Software As a Service) event management solution that is easy-to-use and manages, tracks and reportson every aspect of event activity throughout the whole event management process. The solution is notrestricted to only Internet enable attendees and its multi-channel communication architecture combines a callcentre, SMS, web and email to cater for the full spectrum of attendees.There are three modules ; Pre event invitation and RSVP where a database is easily uploaded and managedbased on communications preference ; Event registration , printing of labels and optional seat allocation viaself help terminal and /or RFID tracking; Post event evaluation form, thank you note and reporting module., and
  12. 12. We have managed some of South Africa’s largest events such as Metro FM Music Awards, Old MutualCommunity Builder of the Year, The Budget Speech Banquet, SABC year end function and client awards, andTelkom Teacher of the year. Some of our customers that use our software to manage all their events includeOld Mutual, Standard Bank, Wesbank, MTN, Vodacom and Proudly SA.ExperienceiT Client Profile Digitalise is the software development company within DSG. We have been a Microsoft Certified Partner since 1998 and have developed some awesome applications using Microsoft technology. Originally, most of the R&D effort was focused on as our shopping portal which won numerous awards. Over the past 10 years DSG has developed innovative software applications and won numerous innovation awards for its solutions framework and multi channel commerce platform.DSG works closely with each customer on a consultancy basis to design and implement a solution. We do notview the web as a medium but rather as a business-enabling tool.Most will agree that service is now the keyfactor to any buying decision and therefore service orientated architecture is an essential ingredient forsuccess., and
  13. 13. We design web centric applications that allow our customers to update all of their service channelssimultaneously thus ensuring consistent service across all channels. The web is by far the best reporting tool asaccess to information is available anywhere, anytime and can be differentiated based on security andauthentication. Knowledge management and distribution is therefore very easy to implement when criticalinformation is available on a web application, be it via the Internet, Intranet or Extranet. The Web as achannel is the most interactive self-help channel and most cost effective as provides the lowest service costs.Personalization is easy compared with other channels and therefore the organization can treat differentcustomers differently.Over the years we have designed unique applications such as our campaign management tool calledSmartContact which enables our customers to initiate 1to 1 SMS, MMS or e-mail campaigns and analyzecampaigns online. Digitalise is the anchor company in the group that developed the software applicationsand intellectual property that underpins Digital Solutions Group. Digitalise has an established uniquedevelopment methodology, which ensures that our development remains dynamic, and is always a “work inprogress”.Digitalise assists organizations in connecting their business to their suppliers, customers, and the rest of thedigital economy. The need for businesses to collaborate efficiently and swiftly with relevant supply chainpartners, using an appropriate technology solution is the fundamental premise on which this business model isbased.Digitalise has system integration skills that manage the integration of sophisticated products .New systemsintegration application will be designed using the .Net framework incorporating web services, which willenable third-party vendors to easily connect to the interface. Web services are based on globally acceptedSOAP definition languages, which provide OS independence system integration across a common standard., and
  14. 14. Digitalise Client ProfileAndroid Smartphones and Tablets, and
  15. 15. DSG has partnered with Nology to bring Smartphones and tablet devices to complimentour range of mobile offerings. These devices are manufactured in partnership with using Qualcomm chipsets and following the Qualcomm Reference Design (QRD)program. QRD is designed to streamline the rapid market introduction of Android™ smartphones at lower developmentcosts — drawing on the technical innovation and product quality that have made Qualcomm an industryleader. QRD offers you tools to help bring your product to market faster — including testing and acceptancereadiness for leading regional and operator requirements, a comprehensive ecosystem of third-party providers,and easy customization options that allow you to save engineering costs and focus your development effortson differentiationQRD allows you to select from available development platforms, obtain schematics, board layouts,documentation and tools to design a device based on a QRD. QRD makes available a Preferred Vendor Listfrom which device manufacturers may select available third party software applications and third partyhardware components which have been tested against various QRDs. Complete Phone, and
  16. 16.  Full Phone solution (HW/SW/ID)  Ready to-go-to market  GCF/CDG/CTS tested Digital Mobile Kenya is a joint venture between DSG and Capital Group Kenya. Due to the demand for mobile data services and our vast experience in the mobile arena Digital Solutions Group (DSG) has created Digital Mobile Kenya.A venture with Mr. Chris Kirubi a leading Kenyan entrepreneur who has interests in various sectors of theeconomy, ranging from media to real estate, manufacturing, insurance and investments. He is a well–established and recognised media owner as Chairman of the Capital Group comprising of a radio station,98.4 Capital FM and Capital Digital Media.The Capital Group is making a large footprint in the digital media world with the Capital FM website beingranked very high Kenya.We offer a variety of solutions that enable network operators, value added service providers and corporateclients to streamline business processes through mobile technology. Digital Mobile is a WASP (WirelessApplication Service Provider) with global mobile networks and vast experience with African and globalnetwork operators in their mobile data strategies.We provide digital mobile solutions, ensuring revenue growth for operators and improved customerexperience. We developed unique mobile architecture for M-commerce, M-ticketing, and mobile payments.We also distribute products via hosted and managed services on behalf of some of the leading mobiletechnology vendors.We have large corporate customers and have unique long term partnerships with content owners,broadcasters and advertising agencies., and
  17. 17. 4. Digital Cloud Based Solutions ( is one of South Africa’s leading e- commerce portals. Digital Mall online store was the first in SA to be operationally profitable by May 2000; capturing substantial sales volumes withnegligible marketing spend. Following this success many of the largest retail brands in SA joined the DigitalMall network.In January 2001 the Mail and Guardian voted as “the best online mall and best on line retailsite for 2000”.Today we either offer a standalone multi- channel commerce solution for customers such as Verimark (thelargest direct marketing company in South Africa ( , Eskom ( ) andDebonairs ( ) or we offer suppliers and media distributors such as Nu- Metro and Ster–Kinekor, Krost , LG , Sony , Tarsus , Apple , Pinnacle Micro and many more the ability to offer their productsdirectly to the public via as the online retailer.The e-commerce market is growing steadily in Africa (it currently represents less than 6% of the population)and we therefore constantly increase our range of products and services., and
  18. 18. Multi Channel Commerce Solution OverviewDSG provides complete and unique commerce solutions from presales marketing communications throughto payment collection and completed delivery.The solution which is provided to our clients is fine tuned, tested and improved through our own experiencewith our shopping portal uses web services and a service orientated architecture to ensure that the web is used as acollaboration environment rather than the just a medium. We build web centric applications that allow ourclients to update all channels simultaneously thus ensuring consistent service across all customer interactionchannel., and
  19. 19. Flexible Engagement ModelConsulting – Outsourcing – Co Sourcing - SAAS or Managed Services On Demand Delivery eliminates 80% of ownership costs, and
  20. 20. Strategic PartnershipsDSG also distribute products via hosted and managed services on behalf of some of the leading Telcotechnology vendors and have forged strong partnerships with uTest, Adaptive Mobile, Ciqual, Mobile Tools,Card Mobili, Agilis, Communitake, Watchitoo, m-Wise, Via Consulting and others. DSG represent uTest ( in Africa, Middle East & Indian Ocean and provides a usability service & quality management via crowdsourcing to ensure highest quality user experience. Due to the variety of mobile devices it makes business senseto crowd source this function and build a community of testers who have the devices that are required for aparticular test cycle. Whether improving quality, lowering time-to-market or helping to control the costs oftesting, uTest has an established track-record of customer success. Learn more about our web, mobile,gaming and desktop customers.uTest Client Profile: AdaptiveMobile ( is the leading mobile security provider of unified customer protection for enterprises and individuals. The company offers comprehensive proactive protection from the increasingly prominent threat of mobile viruses, malware, inappropriate content, unsolicited communications and spam at a corporate and consumer level.Adaptive Mobile’s software works across all mobile and wireless bearers, for all technologies includingmessaging, internet and video. CIQUAL ( bring a new level of customer insight to Wireless Service Providers. The company’s Insight suite of products help Marketing, Sales and Customer Service departments WOW their customers by uniquely understanding thecustomers’ experience to individually tailor the customer service, offers and incentives users receive.We have large corporate customers and have unique long term partnerships with content owners,broadcasters and advertising agencies. We work with a multitude of Mobile Network Operators in Africa,Middle East and Indian Ocean on their customer experience framework and mobile data strategies. Mobile Tools - Mobilising change is the core business of Mobiletools International. The rapid, always-connected mobile content delivery and collaboration platform can be used either as a stand-alone solution or integrated into existing corporate systems. Mobiletools end-to-end solutions are used by organizations worldwide to achieve better results in their change processes.The solution is offered as a SaaS model that provides the benefits of no capital expense on hardware, rapiddeployment, and scalable architecture, no maintenance cost since the service will be hosted on our servers., and
  21. 21. Our platform can be white-labeled with the user interface being branded to your requirements. In-housedeployment solution is available by installing the platform within your environment. CardMobili ( - Digital Card from DSG, is a leading provider of mobile wallet solutions to consumers, mobile operators, service providers and first tier enterprises. Digital Card has created and successfully deployed (in early 2010) the award winning Mobile Wallet Cloud Service, offering the most complete digital and mobile wallet service for loyalty and membership programs, coupons, vouchers and rewards, 1-1 consumer marketing and payments that connect consumers with merchants and brands.Digital Card operates its technology in a cloud based service available worldwide, used by thousands ofconsumers and deployed at both mobile operators and application services providers within a number ofcountries; the service is widely accepted at retailers as a means to identify consumers through loyalty andmembership cards and to communicate and offer promotions and discounts in the form of mobile coupons. Agilis software solutions transform a mobile device into a wireless business platform. By uniquely combining key technologies, Agilis solutions elevate customers to the highest level of mobile productivity and customer service while dramatically reducing operating costs.We work with clients every day to examine their mobile operations, recommend better solutions to gain greaterefficiencies and provide a variety of software solutions to accomplish more tasks per worker per day whilegiving visibility and measurement to service oriented tasks unseen or immeasurable before.Now more than ever, companies need to get rid of paper, reduce dual data entry, become more effectiveat managing a potentially smaller workforce to do the same amount of work, and collect and analyze datathat allows for better decision-making for their operations and for their customers., and
  22. 22. Key Features:  Mobile Work Orders Mobile Electronic Forms  Mobile Time Card - Worker and Supervisor  Location-Based Services for Workers, Vehicles and Company Assets  Dynamic Route Optimization  Turn-by-Turn Navigation  Automated Next Customer Call Ahead  Mobile Payment Processing  Electronic DOT Reporting  Vehicle Maintenance  Advanced Vehicle Diagnostics Communitake ( is recognized as a front-runner in remote access technology over mobile devices. It established an industry first by combining advanced enterprise mobility solutions with a full remote support stack.CommuniTake introduces operators to new revenue generating programs, cost cutting support solutions,automated issue resolution processes and an innovative white label model. Our products have beenimplemented at some of the leading service providers help desks centers and global corporations.The company was awarded RIMs 2010 EMEA innovation award for service excellence.Solutions  CommuniTake Remote Support: remote access to mobile devices and PCs allowing providing support as the support agent in holding the device in his hands.  CommuniTake Guidance Portal: self-troubleshooting and guidance portal leveraging remote access technology.  CommuniTake Community Support: person-to-person remote access to mobile devices and PCs, allowing a friends and family support collaboration without approaching the contact center.  CommuniTake On-Device Repair: an on-device application that performs automated diagnostics and repair procedures for devices connectivity and services, fostering better device utilization.  CommuniTake Device Manager: a comprehensive devices fleet management feature set including, assets management, policies management, mass deployments and use control.  CommuniTake Device Guard: device protection feature set including locate device, activate alarm, remote lock, remote wipe and device data backup and restore.  CommuniTake Location Shield: location based device facilities shutdown such as camera, Wi-Fi, calls etc.  CommuniTake Remote Expert: expert guidance from afar for field professionals via remote access technology.  CommuniTake iOS APP Support: application embedded library for remote support on iOS application level. Watchitoo ( combines video conferencing, collaboration and video into a single cloud based platform, serving the Education, Media, Entertainment and Corporate markets. • Media & Entertainment • Social TV • Celebrity & After Show Q&As, and
  23. 23. • Contests • Auditions • Up-Fronts • Education & Training • Higher Education • Corporate Training • Seminars • Learning Management System Integration • Live Events • Conferences • Fashion Shows • Events & Parties • Corporate • Online Meetings • Webinars • Product Launches • Recruiting • Sales Meetings m-Wise is an End to End solution provider for results-driven Mobile Content Marketing and Monetization. Founded in 2000, m-Wise combines field-proven technology with an in-house expertise in mobile marketing to offer its customers a single, reliable bridge into the mobile realm. The world’s leading Content stores, Content Channels, Advertisers and Brand Owners today use m-Wise’s offering to engage consumers andboost mobile-mediated sales, branding and affinities, including Universal Music Group, Fox Mobile Group,Thumbplay, Latcel, Digicel, Interchan and many others. The company’s offering comprises 3 market-specificsolutions for Content Stores, Content Owners and Advertisers, supported by two extensive product Suites, awide range of services and a robust underlying technology platform.Headquartered in New York, the Company maintains a development center in Israel and a Latin America SalesOffice in San Paulo. m-Store allows content Stores to rapidly create Mobile Storefronts, providing an end-to-end solution for content presentation, management, delivery andbilling. The solution supports all types of digital content such as music, games, apps and video and iscomplemented by the M-Wise Media Suite, a flexible choice of out-of-the-box end-user applications designedby m-Wise, to enhance content exposure and customer interactivity. m-Affinity enables content brands like music artists, TV shows, coachers, inspirational teachers and sports groups to extend their reach and monetize their offering on Mobile.The m-Affinity solution combines m-Wise’s technology and Mobile Marketing expertise for optimal adaptationof existing content, campaigns and look-and-feel into Mobile. m-Engage carries consumer and other brands into Mobile. Designed to enhance brand recognition and exposure, as well as customer retention and acquisition, m-Engage is the most advanced solution for planning, creating and implementing your Mobile marketingstrategy, and
  24. 24. VIA Consulting ( assists DSG in the provisioning of advanced Financial Services grade USSD solutions to include subscribers with NO internmet access. Digital Solutions Group is the African distributor of RightNow Technologies ( RightNow Technologies, Inc., (NASDAQ: RNOW) provides organisations with industry-leading on demand solutions to build customer-focused businesses. RightNows acclaimed technology, comprehensive services and commitment tocustomer success deliver high returns on investment for its customers., and
  25. 25. DSG Corporate Social InvestmentThe Digital Solution Group believes in the values of corporate social investment and is actively involved in anumber of projects. Overall more than 10% of group profit is invested back into the community.  Sponsorship of Nelson Mandela Foundation ICT Strategy, Web Site, Webcast, 0800046664 Contact Centre, 46664 Campaign (  Sponsorship of Contact in Gauteng Industry portal (  Sponsorship of BAC (Business against Crime) and SAPS Crime Stop initiative.  Participation in the Proudly South African Campaign  Sponsorship of the Maharishi Institute with furniture , PC’s and website (  Sponsorship of Invincible Outsourcing Contact Centre Presence Licensing.  Sponsorship of ecommerce and mobile learning for United Against Malaria ( )DSG ValuesCommunicationHonest and open communication through accessibility, information sharing and freedom of expressionContinual Improvement, Growth and DevelopmentEncouraging continual improvement to the benefit of customers and the Group by creating an environmentfor all individuals to develop to their fullest potentialCustomer ServiceA total focus on customer needs to meet or exceed their expectations at all timesEmpowerment, Accountability, Participation and EntrepreneurshipEncouraging individual empowerment and accountability and fostering participation and entrepreneurship“Can Do” AttitudeWe have a “Can Do Attitude” and live up to Walt Disney famous words “It’s kind of fun to do the impossible”Equal OpportunityPromoting equal opportunity without any exclusion, and
  26. 26. Integrity, Professionalism and EthicsConsistently conducting ourselves in an honest, professional and ethical manner with a “Can Do!” attitudeQualityPursuing quality as a way of lifeWe are all MAD (Meticulous Attention to Detail)Being totally focused on the detail of everything that we doRespect, Dignity and TrustValuing and respecting individuality, upholding human dignity and nurturing trustSynergy and TeamworkHarnessing the strength of each individual and the unit to provide superior value to the benefit of customersEffective LeadershipLeadership that ensures decisive action, clear strategic direction and alignment of goalsWealth Creation and Fair RewardOptimising the creation of wealth by providing recognition and fair return to allDSG Group Case StudiesIndependent Electoral Commission On the 28th of September 2003 The Independent Electoral Commission of South Africa awarded a consortium including DSG, a three-year contract for the supply of Call Centre Services and Management. The contract was awarded to the consortium based on the following:  A proven and respected track record in outsourced Call Centre Management., and
  27. 27.  A fundamental understanding of the unique recruitment needs of both the Call Centre environment and the individual alike.  A world class, stable and well known Contact Centre Telephony Platform.  The service provider had to have an agile and flexible organizational structure and billing solution.A non-negotiable requirement specified by The Independent Electoral Commission of South Africa requiredthe set-up and implementation of the IEC Contact Centre by no later than 01 October 2003. The stringentdeadline meant that the consortium were required to set-up the Contact Centre, recruit and train 30 ContactCentre resources capable of conversing in a minimum of 5 vernacular namely (English, Afrikaans, Zulu, Xhosaand Sotho) and ideally all 11 official languages within three business days.The Independent Electoral Commission initially required the management of an outsourced Contact Centrewith the following capability: 1. Contact Centre Management. 2. Contact Centre Staffing, Training and Quality Assurance Management. 3. Contact Centre Call Flow Routing and Scripting and Management. 4. Contact Centre Reporting and Business Intelligence. 5. Contact Centre Technology Management.The initial tender specification required 26 seats to be available. The consortia, through experience in theContact Centre industry, believe that all clients, regardless of the nature of their businesses, move through whatis commonly referred to as a ‘solution cycle’. The ‘solution cycle’ entails the realization of a specific businessneed and the action taken to address the need by implementing a customized Contact Centre solution whichis constantly re-invented based on the dynamic nature of the business.A comprehensive analysis and interpretation gained via voter and Contact Centre resources interactionanalysis on a daily basis identified the definite and immediate need for the initial IEC contact centerrequirements to be considerably enhanced and expanded.The trends within the first few weeks showed a need to increase capacity from 26 seats to 48 seats and as themarketing campaigns for the first Voter Registration weekend in November increased we soon realized that110 seats were required for the increased call volumes anticipated on the weekend.The consortium reacted very quickly and constantly recruited, trained and accredited new staff members toaccommodate the ongoing demand to increase capacity and managed to expand the technologyinfrastructure within record breaking times of a few days and sometimes a few hours.The investment required in expanding the infrastructure surpassed R3 million of capital expenditure and over779 people had to be recruited and trained which in itself a tall order due to time constraints.The upgrades to the infrastructure had to happen late at night and on weekends in order not to disrupt theservices rendered during working hours. After the first round of registration a post mortem analysis implicatedthat automation of certain recurring interactions that did not require human intervention would be ideal for theIEC due to unexpected large call volumes and a need to offer the service at extended hours, to be able tocater for entire public which includes night shift workers.The projected cost saving based on financial modeling by launching an automated solution illustrated a hugeReturn on Investment (ROI), and the revenue was therefore channeled to other business departments withinthe Independent Electoral Commission., and
  28. 28. We proposed the Voice Genie Voice XML platform as we already utilized this platform and had experience inconfiguring the system and integrating into our environment as well as we could capitalize on the investmentalready made in the website. The system allowed customers to now access all theinformation available on the website via the telephone using a TTS (text to speech) engine.The Voice XML IVR solution was approved on the 10th of December 2003 and was launched on the 23rdDecember, once again meeting the IEC stringent time constraints and putting in many long hours in order toconfigure the platform and record 20,000 audio prompts in all official, languages in a few weeks. The 120 portIVR implementation paid for itself within the first 22 days in January, once the second round of registration wascomplete, and we managed to automate over 70% of the calls.The January registration weekend (24th and 25th) was handled efficiently with over 90% of the calls beinganswered within 25 seconds with a considerably low CRM count.We then planned for the Elections on the 14th of April and re-configured the IVR in order to communicate interimresults and voting related FAQ.Apart from utilizing the IVR as a self help channel we also proposed to the IEC to use an SMS facility which wasalso implemented in January 2004 across all networks with the ability to SMS your ID number and receive anautomated response of registration status. In March 2003 the IEC launched another self help facility utilizing theFNB ATM infrastructure which allows the public to verify their registration status via the ATMThe response from the public has been overwhelming and very positive and Digital Mall and its consortiumpartners are very proud to be associated with the IEC and contributing to a fair democratic elections process.Nando’s South Africa In June 2000, The Virtual Call Centre was selected by Nando’s as its outsourced business processing centre. The Virtual Call Centre a member of the Digital Solutions Group a relationship marketing, multi – channel and commerce solution provider has since June 2000, implemented a number of relationship management innovations which has seen Nando’s invent and re – invent its business, communication style and strategy. The Virtual Call Centre emphasised the importance of remaining Customer Centric and constantly utilising new communication and relationship marketing principles within the Nando’s business processing centre.In order to ensure that the communications strategy from Nandos is consistent across multiple channels DigitalMobile developed campaign management methodology and software called SmartContact( would leverage the WASP (Wireless Application Service Provider) facilities within the DigitalSolutions Group and create cost-effective distributable, customisable and targeted, Email and SMScampaigns within an easy to use web based application that includes full tracking and reporting.Market research conducted prior to the development of SmartContact found response rates to be far higherwhen utilising targeted mobile marketing campaigns than any other medium., and
  29. 29. Mobile marketing success is measured at a 40% response rate in comparison to a 3% response rate for directmailing and a 1% response rate for Internet banner advertising campaigns.We evaluated a number of South African environmental factors that would contribute to the strength ofmobile marketing which include: 1. Effective and response orientated communication. 2. A society with high mobile phone market penetration. 3. Strong appeal to the 14 to 35 year market segment. 4. Effective and personalised 1 to 1 communication. 5. Effective spontaneous, direct, interactive and targeted communications medium.The Nando’s objective in 2008 was to get to know their customers and increase frequency and wallet sharefrom customers. Therefore the campaign was dubbed “What’s your Flava”? The campaign focused ondriving additional ‘feet ‘to Restaurants and to increase the awareness of the nearest store to the customerand have better insight into customer preferences.The Virtual Call Centre met with the Nando’s “What’s your Flava” campaign objectives where the followingwas achieved: 1. Implementing a first to market 34141 mobile Voucher SMS redemption competition. 2. Segment and process 25,000 Nandos virtual vouchers. 3. Store, match and reference incoming SMS messages from 34141 and responding to Customer as to whether they have won or not. 4. Design an “instant” Customer feedback and voucher redemption component. 5. Provide the business processing centre with a re – allocationPhumelela South AfricaJSE-listed Phumelela Gaming And Leisure Limited is the horseracing and/or tote betting operator in seven ofSouth Africas nine provinces and is recognised as a world leader in harnessing the latest technology toglobalise horseracing., and
  30. 30. Phumelela, based at Turffontein Racecourse in Johannesburg, operates five racecourses, five trainingcentres, over 200 tote outlets, two (2) telephone-betting call centres with 120 seats in Johannesburg and ten(10) seats, supported and maintained by Digital Connect a member of the Digital Solutions Group and anonline tote betting site.Phumelela’s vision extended beyond the borders of South African horseracing from the outset and today thecompany through Phumelela Gold Enterprises (PGE), a joint venture with Gold Circle managed byPhumelela, is a major player in the international arena.Selected live racing from a host of countries, including the UK, Dubai, Singapore, Hong Kong, Australia,France, Mauritius and the USA, is imported daily and South African horseplayers are able to watch, and beton, the cream of horseracing from around the globe.Phumelela selected Digital Connect a member of the Digital Solutions Group in 2007 to complete themigration to a fully managed IP PBX for its Johannesburg 120 Contact Centre. Phumelela further selectedDigital Connect to deploy the Contact Centre in Port Elizabeth in 2009 due to the value derived from thedeployment in Johannesburg.The deployments for both Johannesburg and Port Elizabeth included full hardware sourcing, provisioning,configuration and deployment across both geographically dispersed Contact Centre Sites. Both ContactCentre solutions require remote hands support and further more onsite support in the event of large volumerace days.The deployments require complete management of the networks the Contact Centre utilises for themanagement of calls. This includes redundancy solutions with complete IP Address management for SIPHardphones.Digital Connect as part of its solution offering provides Phumelela with a Platinum Service Level Agreementwhich provides for 2 Hour MTR (Mean Time Response) and a 4 Hour MTTR (Mean Time to Resolve). DigitalConnect through its own 24/7 Business Support helpdesk ensures continuous uptime and further engages inproactive monitoring with the primary objective of ensuring continuous uptime across all hardware andsoftware deployed.Digital Connect a member of the Digital Solutions Group recently (February 2012) completed a full solutionupgrade to Phumelela Johannesburg which included:  Complete new Dell Server procurement for the redundant solution offering.  Complete Operating System and Platform configurations through the South African local Lab, using Virtual Machines with the primary objective of completing pre-testing and evaluation prior configuration of the Dell Servers.  Ground up installation utilising complete new Dell Hardware including configuration in the South African Labs, prior to onsite deployment.  Utilisation of current and existing SIP Devices (SNOM 320) across all 120 seats effectively extending the longevity of the devices/phones utilised by Agents.  Onsite installation, deployment and activation prior to Contact Centre opening within its business hours., and
  31. 31. In summary the deployment of the Asterisk IP Telephony Platform has:1. Reduced Capital and Operating investment for Phumelela for its 120 Seat Contact Centre in Johannesburgand 10 Seat Contact Centre in Port Elizabeth.2. Allows for complete Contact Centre Management with complete Contact Centre Real Time monitoring,Voice Recording per conversation per agent, Service Level monitoring, Quality Assurance management withthe ability to complete call ratings, Historic Reporting and Digital Wallboard outputs per Team Leader.3. Complete management of both voice networks and infrastructure, including five (5) PRI’s with Toll Free andShare Call numbers.4. Complete management per Team Leader and Contact Centre Manager based on login authenticationensuring assigned and grouped Agents are monitored, with the net result of enhanced productivity.5. The redundant upgrade now provides access to centralised web based applications, which containbusiness intelligence such as frequency, Call arrival trends and patterns and key Contact Centreperformance statistics.6. Accessing web based applications that allow for anywhere, anytime access to determine Agent activity,Service level management and Quality Assurance.7. Integrated and Redundant Asterisk IP Telephony Platform.8. Implementation without interruption.9. Voice LAN, Data storage and Data Backup’s onsite and offsite including and Management of IP Telephony.Vodacom LottoPrimary Stakeholders Gidani, the National Lottery’s Operator, works in collaboration with the National Lotteries Board to ensure that the most effective service is offered to the South African players - within the responsible gaming framework at all times. Lidonga Tech, Gidani’s development partner and provider of API requirements for integration, and
  32. 32. Vodacom is a pan-African mobile telecommunications company, and was the 1st cellular network in South Africa. It provides GSM service to more than 35 million customers in South Africa, Tanzania, Lesotho, Mozambique and the Democratic Republic of the Congo.Product DescriptionVodacom brings cellphone users the SA National Lottery. The best part of playing on your cellphone isthat its a convenient way to play to win! It offers you an alternative way to see your dreams come alive.Simply select the game you want to play and play to win. Yes, it is that easy. And dont worry everyticket purchased through this medium is equal whether purchased at a store or via SMS.RequirementThe purpose of this project was for DSG to build a Lottery mobile application front-end to the Lidonga TechLotto product with full functionality provided via API, The Application needed to take the Lotto Customerinterface as the primary layout and Vodacom Customer Interfaces as secondary. This mobile applicationfront-end provides all the core functionalities, Layouts, navigation elements and process flows.Integration Elements  Login/Register and Authentication  Various Game plays o Lotto and Lottoplus o Powerball o Sportstake  Multi type game plays o Traditional o Quickpick o Random  Lottery Wallet Integration  SNS Integration  Transactional History  News and InformationSupported device platforms for the application:  IOS from v 3.0 and above including iPad  Android from v2.0 and above including Tablets  Blackberry from v5.0 and above including Play book  Symbian S60, and
  33. 33. Vodacom Lotto App Screenshots:, and
  34. 34., and
  35. 35. ACSAProduct DescriptionACSA brings cellphone users easier access and advice regarding O.R Tambo Airport, its facilities andshopping experience. It advises regarding flight information, parking, transportation facilities, etc.RequirementEnable multiple airport management across South Africa, including Shopping and Dining, Transport toand from, Flight management and At the Airport content. The Mobile Application is backed by a CMSPlatformSupported device platforms for the application:  IOS from v 3.0 and above including iPad  Android from v2.0 and above including Tablets  Blackberry from v5.0 and above including Play bookACSA Mobile Content Management System:, and
  36. 36. ACSA Mobile App:PPC CementProduct DescriptionPPC brings added value by providing enhanced construction tools for their various builder customers,whether they be Individuals, SME’s through to corporates. The app allows for DIY tips and FAQ’s, andecxtends to training.RequirementPPC Required a mobile App allowing SNS (Social Networking), Tools, Product exploration, DIY, Trainingand FAQ’s. The PPC CMS allows for content to be pushed to Apps and Mobi Site via SSO (Single SignOn).Supported device platforms for the application:  IOS from v 3.0 and above including iPad  Android from v2.0 and above including Tablets  Blackberry from v5.0 and above including Play book, and
  37. 37. PPC Mobile Content Management System:PPC App Screenshots:PPC MobiSite and Apps Screenshots:, and
  38. 38. MTN “MTN on the Go”Development Platforms (Apple iOS from v3.0, Android from v2.0, Blackberry and QNX from v5.0 and WindowsMobile)1. Leverage on the emergence of tablets and mobile devices to make proactive decisions based on insightderived from source BI systems.2. Improve and speed up the decision-making cycle and better-informed decisions, especially underconditions of extreme business pressures and time sensitivity anytime and anywhere.3. Assure return on investment (ROI) by making best use of it as well as integration with the pre-existinginfrastructure, thereby creating more value with less effort.4. Ability to quickly view up-to-the-minute KPI reports and data in an innovative application designedspecifically for mobile and SharePoint.5. Transformation of critical business intelligence into immersive mobile analytics, instantly delivered to anymobile device and SharePoint.MTN App Screenshots:, and