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Managed Services Unified Contact Center

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					                                                                       Managed Services
                                                                  Unified Contact Center


Benefits of Managed Services for                 Dimension Data’s Managed Services for Unified Contact Center provides lifecycle support
Unified Contact Center                           and management for contact center environments, enabling organizations to focus on core
                                                 revenue-generating activities.
Service Availability: Running mission-
critical contact center services demands         The flexible nature of the service enables clients to customize our offering according to their
a resilient infrastructure that is proactively   specific requirements. This adds value to organizations that already have contact center
supported. Dimension Data provides service       infrastructure in place, as well as those migrating away from legacy systems. Dimension Data
level management with measured SLAs              manages the contact center technology infrastructure to strict service level agreements and
-- viewable in real time via the Customer        client requirements.
Service portal.
                                                 Unified Contact Center Technology includes:
Cost Containment: Reduce capital                 s   UCC Express (formerly IPCC Express)
expenditures by deploying a single supplier      s   UCC Enterprise (formerly IPCC Enterprise)
to manage these relationships. Overhead          s   CVP
costs are reduced, service operations            s   ICM
are simplified and business efficiency
maximized.                                       Service Overview
                                                 Dimension Data has years of experience in providing Managed Services for Unified Contact
Skills and Resources: Contact Center             Center for converged communications. Dimension Data has developed “best practices,” based
technology requires additional skilled
                                                 on ITIL processes, for the monitoring (Insite) and maintenance (Uptime powered by Cisco
resources to manage internally. For
                                                 Services) of Cisco’s Unified Contact Center solution. The key components of our monitoring and
organizations that do not want to employ
                                                 maintenance solutions include:
additional resources and / or engage in time
                                                 s   Remote monitoring service available 24 hours a day, 7 days a week, 365 days per year
consuming training, utilizing the services
of an experienced provider like Dimension        s   Troubleshooting and ongoing performance management of key infrastructure components
Data, is an attractive alternative.                  including hardware and applications associated with Cisco’s Unified Contact Center Solution
                                                 s   Service effecting software upgrades and patch management installed
Productivity Gains: Contact Center               s   Service level management and reporting
technology requires a robust, resilient          s   Remote server and OS monitoring
foundation and ongoing service availability      s   Integrated support of third party applications
management. A Managed Contact Center             s   Extensive Contact Center technology reporting
technology solution maximizes resource           s   User moves, adds, changes and deletes included
utilization and productivity by leveraging       s   Real-time Customer Service portal
Dimension Data’s “best practices” delivered
consistently on a global basis.
Regional Head Office Contact Details   Key Service Deliverables
                                       In addition to Dimension Data’s monitoring and maintenance services, the key deliverables of the
North America                          Unified Contact Center Managed Service include:
One Penn Plaza, Suite 1600
New York, NY 10119                     Incident Management
Tel +1 212 613 1220                    The Operations Center will provide an incident management process to seamlessly facilitate a
Fax +1 212 563 7279                    fault/call from initial identification, notification, logging, diagnosing, transferring ownership, and
Toll-Free Tel 866-DIDATA-US            updating and closure acceptance to achieve final resolution.


Africa                                 Capacity Planning
The Campus                             This includes measuring utilization of monitored resources over time (e.g., CPU, disk, memory,
57 Sloane Street                       database) to assure appropriate availability of service and to make recommendations for changes
Bryanston, Sandton, 2021               or upgrades.
South Africa
Tel +27 (0)11 575 0000                 Carrier Assurance
Fax +27 (0)11 576 0000                 Once a suspected WAN link failure has been identified, Dimension Data will log and manage the
                                       call with the appropriate carrier. The service engineer will engage with the carrier’s engineering
Asia*                                  staff and assist in the determination of the WAN link fault.
6 Shenton Way #24-11
DBS Building, Tower Two                Back-up Assurance
Singapore 068809                       Dimension Data will configure your telephony servers to alert us if your back-ups fail and then
Tel +65 6323 7988                      notify you of the failure so that corrective action can be organized.
Fax +65 6323 7933
                                       Anti-virus Assurance
Australia                              Dimension Data will configure your telephony servers to alert if regular updates for anti-virus
121-127 Harrington Street              software applications are either not occurring or are failing.
The Rocks, NSW 2000
Tel +61 (0) 2 8249 5000                Configuration Management
Fax +61 (0) 2 8249 5369                Configuration analysis provides for review of current configurations to identify problem areas and
                                       areas of improvement, to be addressed through ongoing service improvement plans. All current
Europe                                 configurations are available on the Customer Service portal.
In den Schwarzwiesen 8
D-61440 Oberursel                      Performance Management
Germany                                Clients will receive performance, utilization, and availability reports on the portal and this
Tel +49 (0) 6171 977-0                 information is further analyzed quarterly by the assigned proactive engineer.
Fax +49 (0) 6171 977-150
                                       Service Delivery Management
United Kingdom                         The service delivery manager provides the client with a single point of contact, at an operational level,
Fleet Place House                      for all technical, logistic and client support issues. The service delivery manager ensures that the client
2 Fleet Place                          receives the expected service and is responsible for achieving the service delivery target.
London EC4M 7RT
Tel +44 (0) 20 7651 7000               About Dimension Data
Fax +44 (0) 20 7651 7001               Dimension Data is a $3.1 billion specialist IT services and solutions provider that helps clients
www.didata.com                         plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise
                                       in networking, converged communications, security, operating environments, storage, wireless
*trading as Datacraft Asia Ltd         and contact center technologies. Dimension Data’s unique skills in consulting, integration and
                                       managed services create customized solutions for their clients.

				
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