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Orange lake

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  • Just the facts on our business
  • The foundation of how we create solutions and services for clients is through a strong and very deep focus in six lines of business –Network Integration, Security, Converged Communications, Customer Interactive, Microsoft, and Data Centre Solutions business, which together provide specialised expertise in all of the technology areas that are critical to addressing some of the more impactful market trends.And while our Security line of business operates as a separate line of business, its impact cuts across all the lines of business as security issues are prominent across all aspects of IT architecture.Our Services cut across the entire IT lifecycle and encompass consulting; professional services; Support, Managed and IT Outsourcing services; and Global Procurement services. We provide services across all our lines of business and focus services which supports client’s needs for multi-vendor, multi-technology, and multi-geography service-centric solutions.
  • In December 2011, Dimension Data announced that it had been positioned in the Leaders Quadrant of Gartner, Inc.'s Communications Outsourcing and Professional Services Magic Quadrant (COPS) Worldwide report. Compiled by Gartner analysts, the Magic Quadrant examined 19 vendors of IT services for business communications systems worldwide, employing two main evaluation criteria. These include ability to execute and completeness of vision.At that time, Brett Dawson Dimension Data CEO said, “Our positioning in the Leaders quadrant demonstrates that our strategy is winning in the market. Gartner's research is based on an independent assessment into the alignment of our vision with market trends, as well as our ability to innovate. This year, we've not only shown that our strategy is well-honed, but also proven that we're able to leverage market forces, create opportunity and drive growth. Our acquisition of OpSource earlier this year, and the creation of our Cloud Solutions Business Unit has shown our clients that we're serious about growing our capabilities. Also, the improvements in our service delivery platform have begun showing results in the form of increased Managed Services sales over the last year - a trend we aim to continue going forward. "
  • Talking Points:Our customers select Cisco because the flexibility of our architecture the breadth of portfolio:Seamless transitions to new mediaNo bolt-on appliances – routing, self/assisted care and agent selection are fully integratedAbility to re-task the software for IB/OB operations without additional hardwareEnd to end transactional reporting native the solution

Transcript

  • 1. 27 April 2013Orange Lake Resorts:Contact Center Evolution
  • 2. © Copyright Dimension Data 227 April 2013AgendaDimension Data overviewCurrent StateNext StepsProposed StateTechnology OverviewSupport ModelInvestment Analysis
  • 3. © Copyright Dimension Data 327 April 2013Dimension Data snapshot2011 global revenues of US$5.8 billionOver 14,000 employeeswith operations in 51countries across 5 regionsExtensive GlobalexperienceClient-centric, servicesfocused businessOver 6,000 clients across all industry sectors, including financial services,telecommunications, healthcare, manufacturing, government and education78% of Global Fortune 100 and59% of Global Fortune 500 areDimension Data clients
  • 4. © Copyright Dimension Data 427 April 2013Solutions and Services portfolioNetworkIntegrationSecuritySolutionsData CentreSolutionsMicrosoftSolutionsConvergedCommunicationsCustomerInteractiveSolutionsSupport, Managed and IT Outsourcing ServicesThe Networkas the PlatformJourney toCloud ComputingEnabling EnterpriseCollaborationUnified Communicationsand CollaborationVirtualizationNetworkSecurityConsulting ServicesProfessionalServicesGlobalProcurementServices
  • 5. © Copyright Dimension Data 527 April 2013Customer Interactive Solutions OffersEnd-to-end services across the full spectrum of contact center solutions …Plan Build Support InnovateImproveManageMaximizing efficiency and intelligence in routing and managing customers throughcontact management architectures based on TDM, IP, or Intelligent Network (IN)Contact CenterIntegrationAutomating interactions using self-service applications that allow customers to navigateintelligently, complete transactions or access information across multiple channelsOptimizing the business performance of customer processes through tools andframeworks that guide customer interaction and dynamic call resolutionEnhancing the performance of and empowering agents to provide effective and efficientservice to customers through competency, workforce, quality and performancemanagement processes and toolsSetting-up, running and enhancing an organisation‟s contact center operations to balanceperformance, risk and cost through full operational consulting and strategic outsourcingSelf-ServiceInteractionManagementWorkforceOptimizationOperations
  • 6. © Copyright Dimension Data 627 April 2013Recognition on our ability to execute globallyGartner’s Magic Quadrant forCommunications Outsourcing andProfessional Services, WorldwideThis Magic Quadrant graphic was published by Gartner,Inc. as part of a larger research note and should beevaluated in the context of the entire report. The Gartnerreport is available upon request from Dimension Data.Magic Quadrant Disclaimer: Gartner does not endorseany vendor, product or service depicted in our researchpublications, and does not advise technology users toselect only those vendors with the highest ratings.Gartner research publications consist of the opinions ofGartners research organization and should not beconstrued as statements of fact. Gartner disclaims allwarranties, expressed or implied, with respect to thisresearch, including any warranties of merchantability orfitness for a particular purpose.Source: 1 Gartner, „Magic Quadrant for Communications Outsourcing and Professional Services‟, Eric Goodness,Christine Tenneson, 15 December 2011
  • 7. Current State
  • 8. © Copyright Dimension Data 827 April 2013Current Deployment Topology©
  • 9. © Copyright Dimension Data 927 April 2013Six companies delivering Six solutionsNortelCiscoAspectNICESprint / AT&T
  • 10. © Copyright Dimension Data 1027 April 2013Current Cost Model© Copyright Dimension Data 2000 - 2006Item Annual Cost800 charges for IHG transferred calls $204,000Nortel MaintenanceSprint Advanced Network RoutingCisco Maintenance for current UCMLost revenue per call not transferred
  • 11. © Copyright Dimension Data 1127 April 2013Proposed Deployment Topology© Copyright Dimension Data 2000 - 2006
  • 12. © Copyright Dimension Data 1227 April 2013Single Architecture delivering multiple applicationsTelephonyACDVoice MailSelf ServiceOutbound Contact
  • 13. © Copyright Dimension Data 1327 April 2013Cisco Solution ArchitectureInternetPSTNContact CenterOutsource PartnerMobile OfficeACD – Contact Routing(Skills Based), Queuing,Outbound Dialing, AgentControlIntelligent multichannelContact Routing andManagement, UniversalQueue, Outbound Dialing,Mobile AgentIVR – Prompt andCollectVoice Treatment,Queuing andSelf-Service (CVP orIP-IVR)CommunicationsManager -IP TelephonyPBX – Call andphone controlReporting –Real Time andHistoricalReporting –CUIC or ExonyQM/WFM – Calabrio,Verint, NICEQuality and WorkforceManagementEIM - ProvidesIntelligent Automatedor Agent PreviewedResponsesE-mail ManagementWeb CollaborationWIM - Provides WebChat, Co-BrowsingEnterprise KnowledgeWorkersExpert Advisor –Queuing and accessto knowledgeworkers
  • 14. © Copyright Dimension Data 1427 April 2013Gartner Contact Center Magic Quadrant- June 2012This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note andshould be evaluated in the context of the entire report.The Magic Quadrant is copyrighted June 2012 byGartner, Inc. and is reused with permission. TheMagic Quadrant is a graphical representation of amarketplace at and for a specific time period. Itdepicts Gartner‟s analysis of how certain vendorsmeasure against criteria for that marketplace, asdefined by Gartner. Gartner does not endorse anyvendor, product or service depicted in the MagicQuadrant, and does not advise technology users toselect only those vendors placed in the “Leaders”quadrant. The Magic Quadrant is intended solelyas a research tool, and is not meant to be aspecific guide to action. Gartner disclaims allwarranties, express or implied, with respect to thisresearch, including any warranties ofmerchantability or fitness for a particular purpose.Gartner: Magic Quadrant for ContactCenter Infrastructure, June 2012Drew Krauss, Geoff Johnson, Steve BloodAvaya and Genesys both DECREASED in Visionand Ability to Execute.Cisco LEADS all vendors in Ability to Execute.
  • 15. Customer Interactive SolutionsSaturday, April 27, 2013Agent Workspace>
  • 16. © Copyright Dimension Data 1627 April 2013Call Control FeaturesAgent State ControlsIntegrated /TabbedBrowsingReason CodesAlertsAccess CriticalApplicationsCisco Agent Desktop
  • 17. © Copyright Dimension Data 1727 April 2013Dimension DataCisco Toolkit DesktopActiveX componentsACD and call control featuresEmergency call, agent statistics, chatSample application with source codeACD Features Call Control Features Assist Features Tools: Stats, Chat, Record, Mute,Bad CallAgent StatisticsSkill Group StatisticsText Chat
  • 18. © Copyright Dimension Data 1827 April 2013You have control of the Desktop design
  • 19. © Copyright Dimension Data 1927 April 2013Dimension DataSupervisor CTI Toolkit
  • 20. © Copyright Dimension Data 2027 April 2013FinesseAgent StateControlsConfigurableTabsConfigurableGadgets
  • 21. © Copyright Dimension Data 2127 April 2013Finesse GadgetsMini-web pages assembled into a larger webpageA la carte approach to agent desktopUtilize OpenSocial for standards-based integrationCisco UI Source code published to Cisco Developer NetworkEase of Customization via Modular Architecture21
  • 22. Customer Interactive SolutionsSaturday, April 27, 2013Unified Intelligence Center>
  • 23. © Copyright Dimension Data 2327 April 2013The information you need to manage your clientsexpectationsIntelligence across the Contact CenterSuiteUser Group and Access ControlReal-time and historical Dashboards,charts and gridsThresholds and Drill DownsIdentify Trends in Customer BehaviorClearly Understand TechnologyPerformanceMeasure Value/Performance of Initiatives
  • 24. © Copyright Dimension Data 2427 April 2013Executive DashboardsBusinessActionable Data ina single viewReal Time andHistorical, Tabularand GraphicalIndependentlyupdatedPersonalized forExecutives orGroups
  • 25. © Copyright Dimension Data 2527 April 2013Ad Hoc Reporting: Choosing Content
  • 26. © Copyright Dimension Data 2627 April 2013Agent / Supervisor IP Set OR the IP Communicator© Copyright Dimension Data 2000 - 2006
  • 27. © Copyright Dimension Data 2727 April 2013Why Cisco Contact CenterPower of the Portfolio:Single Routing Engine Independent of ChannelIntegrated Self/Assisted ServiceInbound/Outbound on a Single PlatformRock Solid Disaster RecoveryContact Center breaks out of four walls
  • 28. Customer Interactive SolutionsSaturday, April 27, 2013Ongoing Support>
  • 29. © Copyright Dimension Data 2927 April 2013• Scripting to supportreporting• Agent Desktopconfigurationmanagement• Report customizationMaking Cisco IPT & UCC easier for Orange Lake• Network monitoring• Server monitoring• Database monitoring• Application monitoring• OS reactive patching• Database reactive patching• Application reactive patching• ICM configuration and scriptarchive• Agent add, change anddelete• Agent skill management• IVR scripting• Carrier Assurance• License File Archive• Performance Reporting• Threshold Management• Configuration Archive• Customer Service Portal• Availability Management• Change Management• Design Consultation• Design Review• Major UpgradeAssistance
  • 30. © Copyright Dimension Data 3027 April 2013Dimension Data Global Service Center
  • 31. © Copyright Dimension Data 3127 April 2013Orange Lake will view all service requests
  • 32. © Copyright Dimension Data 3227 April 2013Every Quarter Dimension Data will brief Orange Lake onsystem performanceDimension DataPriority Sep-09 Oct-09 Nov-09 Dec-09 Jan-10 Totals Pct.Low 11 18 16 19 23 87 19.6%Medium 69 79 83 71 55 357 80.4%High 0 0 0 0 0 0 0.0%Monthly 80 97 99 90 78 44419.6%80.4%0.0%LowMediumHigh0510152025303540455055606570758085Sep-09 Oct-09 Nov-09 Dec-09 Jan-10LowMediumHigh
  • 33. © Copyright Dimension Data 3327 April 2013How do we deliver?Detailed DiscoveryJoint Development of the Statement of WorkInternal reviewReview with Orange Lake and signoffFollow established process and methodology
  • 34. © Copyright Dimension Data 3427 April 2013Proposed Cost Model© Copyright Dimension Data 2000 - 2006Estimated CostTechnology $549,184.78Deployment Services $250,000.00Maintenance $100,719.00Monitoring and Managed Service $111,836.00Total Budgetary Total $1,011,739.7836 month CiscoF.M.V. Lease$48,782**includes 3 yr. Maintenance andManaged Service. 3 monthdeferred payment.
  • 35. © Copyright Dimension Data 3527 April 2013SIP in Cisco Unified Contact Center EnterpriseVXML BrowserCUBECVPUCCEEnterpriseSystemsCUCMCUSPSIPHTTPHTTPHTTPSIP-based QueueManagementSIP sessionmanagementSIP PhonesSIP Call ControlSIP ingress and DSPservicesSIP Media ServicesHTTP-based desktop