Frost & Sullivan Honors Dimension Data’s Commitment to Customer Value in the Global Contact Centre Solutions Integration Market

PRESS RELEASE: Based on its recent analysis of the contact centre solutions integration market, Frost & Sullivan has recognised Dimension Data with the 2015 Global Frost & Sullivan Award for Customer Value Leadership. Dimension Data has risen to the top of the ranks in the global market on the strength of its technology, breadth of product offerings across segments, and tenured systems integration expertise.

Dimension Data’s product range, balance of technology vendors, and ability to support architectures across various vendors is a critical differentiator, particularly among clients with mixed vendor environments. However, the company’s main distinguishing advantage is its breadth of expertise spanning customer experience and collaboration solutions, global IT, employee productivity and professional services, co-location, security, and managed data centres.

Dimension Data is adept at implementing premise-based systems in numerous partner products. Significantly, it has responded to customers’ apprehensions regarding deploying cloud solutions by presenting hybrid solutions, wherein it moves parts of the network and application solutions to the cloud, while leaving others on premise.

“Dimension Data has invested significantly in developing managed services for its entire portfolio,” said Frost & Sullivan Principal Analyst Nancy Jamison. “These services provide a high degree of process automation to decrease operational costs and complexity, improves quality of service, and ensures compliance with corporate policies. Moreover, they are consistent across geographies, instead of being customised per region, further lowering complexity.”

Companies also benefit from Dimension Data’s depth of industry expertise, with employees certified in an array of partner solutions, particularly Cisco’s and Avaya’s in the contact centre space. This is backed by a keen understanding of what companies need to improve customer service. To stay abreast of industry trends and fine-tune its product strategy, Dimension Data has produced annual benchmarking surveys for customer contact since 1997.

As a trusted advisor, Dimension Data offers clients robust service-level agreements (SLAs) that list specific goals such as reduced costs, smaller carbon footprint, and increased operational efficiency. Its fast response time to service calls and choice of deployment models further enhance customers’ post-purchase experience. Additionally, its focus on quality in service delivery has prompted it to dedicate resources to specific accounts, driving greater customer satisfaction.

Dimension Data has a solid partnership approach to client acquisition, whether it is a small- or medium-sized business or a global major. It has skillfully leveraged its strong brand image to partner with several marquis market participants to enrich its product and services ecosystem. For instance, it is Cisco’s number one integration partner, and a long-term partner of Genesys, Microsoft and Avaya as well as EMC and VMware. In another significant move, it rolled out the OneCloud program, wherein partners can market Dimension Data’s cloud-in-a-box solution under their brand, but will have to source the hardware and software from it.

“Dimension Data has demonstrated great focus in maximising the value of its services by leveraging its systems integration expertise. Frost & Sullivan is excited to recognise Dimension Data for customer value leadership in the highly competitive Contact Centre Solutions Integration market,” said Frost & Sullivan Global President and Managing Partner Krishna Srinivasan.

Adam Foster, Dimension Data’s Executive – Communications said, “We’re very pleased to be honoured for our commitment to Customer Value in the global contact centre solutions integration market. There’s an abundance of business intelligence to be gathered in contact centre from customer interactions and customer preference data. Indeed, according to our annual Contact Centre Benchmarking Report, published in February this year, 75% of the of the 901 organisations polled said that the contact centre can be a competitive differentiator.”

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on increasing the return on the investment that customers make in its services or products. The award recognises the company’s inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.

Frost & Sullivan Best Practices Awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.