- The document discusses the strategic pillars and solutions offered by Digital Connect, including their employee experience, customer experience, mobile app, and digital solutions. It highlights their experience with open source innovation using Asterisk and their offerings such as PBX, contact center, and VoIP solutions. The document also provides examples of cost savings when using open source solutions and key features of their contact center solutions such as ACD, queues, dialers, and recording capabilities. It includes a case study of their work with Phumelela Gaming And Leisure Limited to deploy and support their contact center.

2. Presenting!

3. Our Pillars of Strategic Focus
Employee Experience
• Employee Relationship
Management!
• Reward & Recognition!
• Organisational
Development!
• Mobile Learning!
Customer Experience
• Cloud based CEM or On
Premise CEM!
• Contact Centre solutions!
• Voice & Video Solutions!
• Event Management!
• Community Management!

4. Our Pillars of Strategic Focus
Mobile App Ecosystems
• QRD Devices!
• ODP & Apps Stores!
• mCommerce!
• Mobile Media &
Advertising!
• Enterprise Mobility!
• mHealth, M2M,
mGovernment!
Digital Solutions
• Content Management
System!
• Online Collaboration!
• Digital Publications!
• Cloud Based Services!
• Digital & Social
Strategies!
• UI & UX Design &
Planning!

6. OPEN SOURCE INNOVATION
“The blend of Digital Connect as a company
and Asterisk as an open-source product
ensures that you are able unleash the
exponential value of Linux and Open Source
Software while maintaining peace of mind that
all support and services are professionally
handled.”!

7. In future, the most
powerful brands!
will be customer-centric.
Successful companies will
know their customer and
will be the customer’s
advocate.!
Customer Centricity

8. • Digital Connect a member of Digital Solutions Group, an Open
Source Innovation Company has been operating and trading
since 2007 and has deployed key telephony solutions in South
Africa and Africa. We offer unique, global customer-centered
communication solutions with a level of engineering and
expertise that surpasses the cliché of value add and return on
investment, allowing companies to benefit from the openness,
power and flexibility that Open Source platforms offer such as
Asterisk. !
• Applying decades of expertise allows Digital Connect to
deliver alternative, cost effect and mature IP solutions that are
supported by the distribution and deployment of Asterisk,
QueueMetrics and Digium.
!
Experience

9. • Digital Connect is able to design, deliver and implement a
comprehensive “On Net” portfolio of solutions ranging from
PBX, switching, Contact Centre platforms, MPBX to full and
complete VoIP solutions all at a higher performance ratio than
traditional solutions and vendors. !
!
• The combination of Open Source platforms and applications,
hardware and software interact effectively to deliver innovative
solutions that we believe are the future of communication and
business interaction.!
What We Do

10. • 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 are designed to be easier to
customise and cost a fraction of traditional proprietary
systems backed by Digital Connect comprehensive
Service Level support plans and local engineering skills.!
Open Source

11. • 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.!
!
The Market

12. • 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 has consistently over the years introduced
novel and market winning solutions implementing innovation
within 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 and Technology not
only results in Customer satisfaction but delighting Customers.!
!
Open Source

13. !
• No expensive OEM Licensing!
• Commercial off the shelf Hardware!
• Use existing LAN Cabling and single cable to the desktop via
POE (Power Over Ethernet)!
• Soft phone, save cost instead of installing hard phones!
• All messaging and music on hold, held internal; No expensive
external devices required!
• Including royalty free music – No licensing required!
• Full set of features not requiring additional licenses!
• Multiple sources for phones and PSTN Interface Cards!
• Management: Very flexible and Digital Connect can assist
with remote support, without sending engineer out to site.!
Cost Saving

14. Key Features : ACD
!
!
• An ACD is a specialised phone system that routes
(distributes) incoming calls to teams of agents
assigned to various call queues. Queues are simply
ordered list of calls to be dispatched to agents. !
• The ACD oversees the process of placing incoming
calls into the proper queue, assigning priority to
those calls based on various factors (the order of
their arrival, the importance of the caller, the
urgency of the caller’s situation), and ultimately
dispatching those calls to an available agent. The
algorithm by which calls are dispatched is called the
queue strategy.!

15. Key Features : Queue’s
!
!
• A simple ACD system consists of a source of
calls (a pool of lines, trunks or virtual trunks), a
FIFO (first-in, first-out) queue and a pool of
agents who are selected using a “ring-all”
strategy. !
• In this case, when a call arrives the system
rings the phones of all agents who are not
already on a call. The first agent to answer the
call is connected with the calling party. All the
other phones stop ringing.!

16. Key Features : Queue’s
!
!
• A more complex (and likely more useful)
configuration would have the call offered to the
agent who had been in the idle state longest. This
“most idle” strategy is frequently used when all
agents are considered equally qualified to handle
a task. !
• Other common strategies include round robin,
linear hunt, least-recently-called, fewest calls and
random. In some cases, the ACD can weight its
selection based on the caller’s need (generally
collected using an IVR application) and a list of
skills associated with each agent. This is generally
referred to as “skills-based routing”.!

17. Key Features : Experience
!
!
• While waiting in queue, callers generally hear
a combination of marketing messages,
queue status messages and music. !
• Marketing messages are simply audio
recordings that are piped into the queue on a
periodic basis. Status messages provide the
caller with specific information about their
status — the number of callers ahead of
them in the queue, the estimated wait time. !

18. Key Features : Dialers
!
• Outbound call centers frequently use a dialer
application to connect agents with targets.
Dialers can be simple desktop applications that
implement a basic “click-to-call” function, or
much more advanced systems.!
• Predictive dialers are essentially smarter power
dialers. They carefully monitor the average
handle time for each agent and attempt to
predict when an agent will become available.
Rather than placing calls on a one-agent-to-
one-call basis, they place more calls than there
are agents available. handed off to agents.!

19. Key Features : Attendant
!
• Automated attendant systems have long
been paired with ACDs, allowing callers to
route themselves into the appropriate call
queue. Automated attendants are simply
menu systems that prompt callers to indicate
their preference using the keys on their
phone or, in some cases, by speaking
keywords. !
• Callers are willing to accept up to two levels
of menu before reaching a live agent. More
than two levels tends to annoy most callers
and can result in an increase in abandoned
calls.!

20. Key Features : CTI
!
• To increase agent productivity, desktop
business applications are frequently
integrated with the ACD in such a way that
data related to the caller is automatically
displayed when a call is delivered. This is
commonly referred to as either “Computer-
Telephony Integration” or simply as a “screen
pop”. There are several ways to accomplish
this. In some cases the business applications
support a CTI standard like TAPI or TSAPI. In
other cases the applications are custom and
communicate directly with the ACD or a “CTI
server” that acts as a proxy for the ACD.!

21. Key Features : Recording
!
• Call centers frequently record calls either to
monitor the performance of their agents or for
regulatory compliance. Call recording systems
handle the process of capturing the audio
from all participants in the call, mixing it,
storing it and producing an index that allows
administrators or regulators to locate and
review recordings. !
• A properly built recording system that we offer
makes it easy to pinpoint conversations using
common keys including Caller ID, date, time
and agent ID.!

22. • JSE-listed Phumelela Gaming And Leisure Limited is
the horseracing and/or tote betting operator in seven of
South Africa's nine provinces and is recognised as a world
leader in harnessing the latest technology to globalise
horseracing.!
• Phumelela, based at Turffontein Racecourse in
Johannesburg, operates five racecourses, five training
centres, over 200 tote outlets, a centralised Contact with
150 seats in Johannesburg, deployed, supported and
maintained by Digital Connect a member of the Digital
Solutions Group.!
Case Study : Phumelela

23. • Phumelela selected Digital Connect a member of the
Digital Solutions Group in 2007 to managed its initial
Contact Centre Deployment and then in 2012 to complete
a side by side upgrade and migration to a fully managed IP
PBX for its Johannesburg 150 seat Contact Centre
operation. !
!
• Phumelela further selected Digital Connect to deploy its
Contact Centre in Port Elizabeth in 2009 due to the value
derived from the deployment in Johannesburg. This
subsequently has now been incorporated in the
Johannesburg operation.!
Case Study : Phumelela

24. • The deployment for both Johannesburg and Port Elizabeth
included full hardware sourcing, provisioning, configuration
and deployment across both geographically dispersed
Contact Centre Sites. !
• The Johannesburg Phumelela Contact Centre now
manages both the Port Elizabeth (Eastern Cape) and
Western Cape interactions. Digital Connect provides
remote and onsite support in the event of large volume
race days.!
Case Study : Phumelela

25. • Digital Connect as part of its solution offering provides
Phumelela with a Platinum Service Level Agreement which
provides for 2 Hour MTR (Mean Time Response) and a 4
Hour MTTR (Mean Time to Resolve). !
• Digital Connect through its own 24/7 Business Support
helpdesk ensures continuous uptime and further engages
in proactive monitoring with the primary objective of
ensuring continuous uptime across all hardware and
software deployed.!
Case Study : Phumelela

26. • Reduced Capital and Operating investment for Phumelela
for its 150 Seat Contact Centre in Johannesburg!
• 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 with the ability
to complete call ratings, Historic Reporting and Digital
Wallboard outputs per Team Leader. !!
• Complete management of both voice networks and
infrastructure, including five (5) PRI’s with Toll Free and
Share Call numbers.!
!
Case Study : Phumelela
Benefits

27. • Complete management per Team Leader and Contact
Centre Manager based on login authentication ensuring
assigned and grouped Agents are monitored, with the net
result of enhanced productivity.!
• The redundant upgrade now provides access to centralised
web based applications, which contain business
intelligence such as frequency, Call arrival trends and
patterns and key Contact Centre performance statistics.!
• Accessing web based applications that allow for
anywhere, anytime access to determine Agent activity,
Service level management and Quality Assurance.!
!
Case Study : Phumelela
Benefits

28. • Integrated and Redundant Asterisk IP Telephony
Platform.!
!
• Implementation without interruption.!
!
• Voice LAN, Data storage and Data Backup’s onsite and
offsite including and Management of IP Telephony!
• Leveraging Open Source skills and expertise offered by
Digital Connect to deploy a fully functional 150 Seat Contact
Centre.!
Case Study : Phumelela
Benefits

29. THANK YOU!
www.dsg.co.za!
www.youtube.com/dsg247!
www.facebook.com/dsglimited!
!
!
!