Contact Center Solutions Featured Article

Dimension Data Report Finds Contact Centers Expanding Service Channels for Better Collaboration

November 21, 2012

Dimension Data (News - Alert), an ICT solutions and services provider, has announced the results of its 2012 Global Contact Center Benchmarking Report which includes information collected from more than 600 contact centers in 72 countries.

The 2012 Benchmark Report results are taken from six important business areas and offers users access to more than 350 performance metrics. With the help of its online Benchmark Results Portal, all of the company’s data can be filtered down by region, sector, size and provider type as it is typically presented at a worldwide level.

According to this latest report, quick adoption of evolving communications channels is making a considerable impact. Among these, most of the impact is enabled by new mobile and smartphone devices, wireless connectivity and social media, the report states.

As a result, companies are now looking to offer additional service channels as users want a variety of types of collaboration when they contact companies.

“Historically, organizations have set the tone as to how they collaborated with their customers," said Andrew McNair, head of global benchmarking for Dimension Data. "Now, it's the customer who's determining when and what channel they will use. The big question now is how quickly organizations can facilitate this evolution. This poses a significant challenge as businesses struggle to keep pace with increasing technology demands.”

Recently, the company announced it achieved Cisco Cloud Builder designation within the Cisco (News - Alert) Cloud Partner Program. Dimension Data  completed the needed competencies in all cloud infrastructure components, including networking, security, storage and virtualization solutions, compute, a formal cloud professional services practice and cloud management applications.

Want to learn more about cloud computing solutions geared specifically towards small to medium-sized businesses?  Don’t miss the Cloud4SMB Expo, collocated with ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at Cloud4SMB Expo. Follow us on Twitter.




Edited by Stefania Viscusi

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Avaya and WebRTC

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!