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

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!