A bright future for consumers using contact centres as their first port of call

Recession forcing companies to focus on more choices and service to keep customers.

Consumers that use contact centres can look forward to better service as organisations realise that great service is the way to keep them from taking their business elsewhere. That’s according to new research published in Datacraft / Dimension Data Global Contact Centre Benchmarking Report 2009, which reveals that businesses are focused on getting the most value from the customers they already have.

Although customer satisfaction is up overall this year, customers are still frustrated when it comes to dealing with contact centres. Despite this frustration, calls into contact centres continue to increase. However, more consumers than ever before prefer to use the Internet and web chat when interacting with companies.

These are some of the highlights in the 2009 Report released today by Datacraft / Dimension Data. The report, which surveyed over 550 contact centres in 36 countries across five continents, reveals that more contact centres are focused on looking after their customers to increase their value to the business.

Nagi Kasinadhuni, Datacraft Asia’s general manager for Converged Communications and Customer Interactive Solutions says in tough economic times, organisations are realising that customers will vote with their feet if service in contact centres doesn’t improve. He adds, “The good news is that contact centres in Asia outperform their counterparts in most key performance metrics like first-call resolution rates.”

“This year, there is a huge increase in the number of businesses that are finding ways to get more value from existing customers. Rising from fifth to third place this year, around 20% of respondents named Customer Lifetime Value (CLTV) management as the number one trend affecting their contact centre. It’s widely accepted that it is seven to eight times more costly to win a new customer than retain an existing one. For this reason, companies are waking up and focusing their energies and resources on delivering better service to the customers they already have.”

According to Kasinadhuni, businesses are simplifying internal processes and offering self service options to customers to improve overall service levels – still the top two most important areas of focus for companies this year.

“There are clear signs that companies are looking at new ways to place the customer at the centre of their business. This year we also see more businesses – a rise of 10% to almost 70% – focusing on how to streamline processes for their customers' convenience.”

Changes in customer behaviour are also prompting organisations to focus on the many ways people want to talk to them. “A high 52% of consumers aged between 16 and 34 are using the Internet as their first port of call*. Despite this, we see more calls into contact centres and this means customers are expecting a wider choice when it comes to the way they interact with companies.”

“As younger consumers change the way they interact with businesses, and in light of the global rise in popularity of social networking sites such as Facebook and Twitter, companies will have to find ways to offer these customers more communication choices, or face losing them.”

The good news for consumers is that they should expect to see a greater degree of consistency and continuity across the board. “While offering customers more choices, companies must understand that this means ensuring the service remains the same, regardless of what channels customers use to talk to them.”

“Through better quality service and more choices, businesses will keep their customers satisfied,” Kasinadhuni concludes.

About Datacraft / Dimension Data’s Global Contact Centre Benchmarking Report

First published in the UK in 1997 by Merchants, Dimension Data’s specialist contact centre
outsourcing and operations division, this year’s edition is the 11th in a series of the industryrenowned benchmarking reports. This year's Report has the highest level of participation over 11 years, contains balanced global and industry representation from 554 contact centres located across 36 countries and five continents, and is an invaluable reference for all contact centre professionals. It provides managers with a set of best practice standards and benchmarks, including staffing and training, performance metrics, technology usage, budgets and development plans. The Report is researched and published by Dimension Data and Datacraft, and this year sees the delivery of a world-first benchmarking portal for use by participants and partners. For more information about the Report, please go to www.datacraftasia.com/ccbenchmarking.

About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses.

For more information, please visit www.datacraft-asia.com

or further information, please contact:
Esther Quah (Datacraft Asia)
Tel: (65) 6322 6688
Email: esther.quah ( @ ) datacraft-asia dot com
Tng Szu Lin (Datacraft Asia)
Tel: (65) 6322 6605
Email: szu-lin.tng ( @ ) datacraft-asia dot com

Contact centres central to identifying sales opportunities

Contact centres evolving to create value for businesses.

Companies are looking to contact centres to drive more business value in tough economic times. Results from this year's Datacraft / Dimension Data Global Contact Centre Benchmarking Report indicate that the contact centre industry is placing more emphasis on creating value for business.

Demonstrating this transition is the 22% increase this year in the number of contact centres that have processes and systems in place to identify sales opportunities during an inbound call.

However, cost optimisation remains a key concern as the number of organisations that have a strategy in place to reduce the cost of serving customers has increased 9.4% year on year.

These are two of the key findings in the 2009 Report released today by Datacraft / Dimension Data. The report, which surveyed over 550 contact centres in 36 countries across five continents, also shows that the number of organisations advising their customers about the benefits of using lower cost methods of communication such as the web and self service have doubled to 36% this year.

Nagi Kasinadhuni, Datacraft Asia’s general manager for Converged Communications and Customer Interactive Solutions notes that contact centres remain focused on reducing costs. “Whilst increasingly more companies are recognising the key role that the contact centre can play in creating value for the business, contact centres are also focused on driving costs down., The report shows that 66% of centres have a strategy in place to cut costs of serving customers."

“This trend is also evident where 22.5% of contact centres in Asia have ranked growing the value of existing customers as their top commercial driver. The important shift is away from pure cost optimisation to the next stage of evolution where driving revenue and value becomes a priority,” he adds. “While companies have focused on consolidating and rationalising processes,functions and activities to cut costs, they’re now seeking ways to deliver more value to the bottom line. In Asia, the investment in supporting infrastructure and processes is expected to only level up with the need to drive customer value over the next two to three years.”

As Kasinadhuni explains, the global contact centre industry is still relatively young and it may take some time to get the basics of cost optimisation right. “We expect this transition to value creation will take the next three to four years to fully take hold, and it is within this context that we expect to see investment decisions made over the next period.

“However,” says Kasinadhuni, “We need catalysts to create this change, and the economic conditions of today may well be one of them.”

From a technology perspective, organisations that are making this move are looking at integrating solutions to enable improved service and sales capabilities. In fact 50% of all contact centres polled reported that they already had integrated business systems in place.

With 36% more organisations telling customers about lower cost options for communicating with them, Kasinadhuni believes it is an encouraging sign that companies are evolving. However, he warns this will only benefit the business if the lower cost options meet with customer expectations.

“We're also seeing evidence of a more pragmatic and practical approach to Customer Relationship Management. Much importance is being placed on this trend, with 60% of companies reporting they have ‘triggers’ in place to identify sales opportunities.

According to Kasinadhuni, this will be one area of technology investment in the coming months as organisations strive for new ways to increase sales opportunities from calls coming into their centres.

About Datacraft / Dimension Data’s Global Contact Centre Benchmarking Report

First published in the UK in 1997 by Merchants, Dimension Data’s specialist contact centre
outsourcing and operations division, this year’s edition is the 11th in a series of the industryrenowned benchmarking reports. This year's Report has the highest level of participation over 11 years, contains balanced global and industry representation from 554 contact centres located across 36 countries and five continents, and is an invaluable reference for all contact centre professionals. It provides managers with a set of best practice standards and benchmarks, including staffing and training, performance metrics, technology usage, budgets and development plans. The Report is researched and published by Dimension Data and Datacraft, and this year sees the delivery of a world-first benchmarking portal for use by participants and partners. For more information about the Report, please go to www.datacraftasia.com/ccbenchmarking.

About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses.

For more information, please visit www.datacraft-asia.com

For further information, please contact:
Esther Quah (Datacraft Asia)
Tel: (65) 6322 6688
Email: esther.quah ( @ ) datacraft-asia dot com
Tng Szu Lin (Datacraft Asia)
Tel: (65) 6322 6605
Email: szu-lin.tng ( @ ) datacraft-asia dot com

Institute of Systems Science, NUS reduces Cost and Server Footprint with Virtualisation Strategy

Datacraft implements server consolidation for premier IT Institute.

Datacraft has been appointed to revamp the server and network infrastructure of the National University of Singapore’s Institute of Systems Science(ISS). The contract entails the consolidation of the existing network and reduction of the server footprint through the use of virtualisation technology. While reducing costs, improving flexibility and increasing application availability, this project is in line with the nation-wide drive towards Green IT implementation which ISS supports actively.

ISS’s main objective is to deploy advanced computing technologies as part of the hardware renewal exercise to improve efficiency, effectiveness, safety and cost-efficiency. After a detailed assessment, Datacraft was awarded a turnkey solution, which focuses on consolidation and standardisation using server virtualisation technology. The enhanced server infrastructure will also enable ISS to respond quickly to changing business needs.

Richard Tan, Programme Director of IT Services at ISS said: “Datacraft’s solution allows us toconsolidate our servers into a significantly reduced physical server footprint while reducing ourcooling requirements and energy consumption without compromising on the service levels and system availability.”

The solution from Datacraft comprises several components which include their expertise indesigning and building an effective and efficient data centre. Combining the use of a proven virtualisation technology along with their project management methodology, Datacraft will ensure a successful and timely implementation.

‘Going green’ is another key component of the solution. Datacraft’s solution identified how ISS can proactively incorporate green strategies into its IT infrastructure. It will involve the deployment of Sun x86 rack servers which will run VMware ESX servers to host multiple discrete systems while maintaining the required service levels; high availability and effective business continuity.

With a reduction ratio of 5:1 of physical servers, ISS will be able to reduce its monthly IT operations and maintenance expenditure. ISS will also be able to significantly reduce its electrical power consumption and cooling costs. The use of VMware server virtualisation technology improves operational flexibility, application availability and business continuity while reducing time and resources spent on provisioning, configuration, monitoring, back-up and maintenance of these servers.

“Using our expertise, we identified a complete server and network consolidation solution that is appropriate for ISS to effectively and efficiently manage existing resources, improve operational effectiveness and provide scalability for future expansion,” said Png Kim Meng, Managing Director, Datacraft Singapore. “Our experience in large-scale virtualisation projects, combined with our sophisticated project planning methodology, which guarantees minimal operational disruption using a carefully executed migration strategy were key success factors in winning this project.”

The server consolidation project is due for completion in October 2009.

About Institute of Systems Science, National University of Singapore
The Institute of Systems Science (ISS) of the National University of Singapore, is a premier institute providing IT education and training programmes in Singapore. We offer graduate degree programmes, certification programmes as well as professional development courses delivered in the classroom and/or through e-Learning. We have trained over 60,000 people,who now constitute a major proportion of the IT professional workforce in Singapore. Since 1981, the institute prides itself on maintaining world-class quality standards in the curriculum and course offerings. We also conduct research and provide consulting services to industry.

For more information, visit www.iss.nus.edu.sg

About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre,storage, Microsoft solutions and converged communications & contact centre technologies, with
advanced skills in consulting, integration, training and managed services to craft IT solutions www.datacraft-asia.com for businesses.

For more information, please visit www.datacraft-asia.com

Dimension Data nominated as Global Gold Partner by Check Point

Dimension Data takes on a new position to deliver Check Point security solutions around the globe.

Dimension Data, the $4.5-billion specialist IT services and solutions provider and Check Point® Software Technologies Ltd. (Nasdaq: CHKP), the worldwide leader in securing the Internet, today announced they have entered into a global
gold partner agreement leveraging Dimension Data’s global footprint and skills to enable consistent and world class delivery of Check Point solutions to clients around the globe.

Long standing strategic partner of both Check Point and Nokia security appliance business, acquired by Check Point in April 2009, Dimension Data, as global gold partner, provides and services its clients around the globe with Check Point’s flexible, easy to use and cost effective security solutions including Software Blade solutions, high performance IPS technology and market leading firewall, positioned in the Leaders quadrant in Gartner’s 2008 Magic Quadrant for
Enterprise Network Firewalls.

“Over the past decade Dimension Data has been partnering with Check Point in more than 25 countries,” explained Steve Joubert, Dimension Data’s Group Executive: Global Solutions. “We feel that Check Point’s focus and growth in the appliance space presents a significant advantage to our customers and we are glad to enhance our collaboration through this upgraded partnership. Check Point’s comprehensive quality portfolio, combined with the experience of our
team of more than 400 security technical experts grants our clients access to first class advice and deployment of best of breed technology.”

Both companies said the agreement aligns well with their go-to-market models. A hundred percent channel driven, Check Point works exclusively through direct partners and distributors under the framework of its PureAdvantage partner program, providing partners with its unique portfolio of proven, robust network and endpoint security solutions, together with comprehensive technical, sales and marketing support and 24/7 worldwide availability.

“We appreciate Check Point’s innovative approach which enables us to offer our clients various purchasing models, including subscription-based contracts based on Check Point Managed Service Provider (MSP) program – an attractive finance option in the current economic climate,” continued Joubert. “And our clients across the globe can expect consistent implementation, integration, support and management of their security solutions.”

Through Dimension Data’s presence in 47 countries, Check Point further extends its technological outreach, securing an increasing number of businesses against sophisticated threats and helping them develop an optimal security posture across networks and endpoints,meeting compliance and reporting requirements, through its firewall, VPN, and enhanced IPS technologies. Further building on their cooperation, Dimension Data also plans to offer clients the benefits of the Check Point Managed Service Provider (MSP) program.

“We are glad to welcome Dimension Data on board as a world-class global gold partner,” commented Check Point’s vice president of worldwide field operations Amnon Bar-Lev. “Dimension Data’s excellent technical and support expertise across our portfolio as well as its procurement and logistics capabilities, will play a significant role enabling our mutual success and supporting clients in the current market.”

Further information on Check Point Software Technologies or on Check Point PureAdvantage partner program and its benefits is available on www.checkpoint.com or http://www.checkpoint.com/partners.

For additional information on Dimension Data please visit www.dimensiondata.com.

About Dimension Data
Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, converged communications, security, data centre and storage, Microsoft and contact centre technologies and its unique skills in consulting, integration
and managed services to create customised client solutions. www.dimensiondata.com

About Check Point Software Technologies Ltd.
Check Point Software Technologies Ltd. (www.checkpoint.com), worldwide leader in securing the Internet, is the only vendor to deliver Total Security for networks, data and endpoints, unified under a single management framework. Check Point provides customers uncompromised protection against all types of threats, reduces security complexity and lowers total cost of ownership. Check Point first pioneered the industry with FireWall-1 and its patented stateful
inspection technology. Today, Check Point continues to innovate with the development of the Software Blade architecture. The dynamic Software Blade architecture delivers secure, flexible and simple solutions that can be fully customized to meet the exact security needs of any organization or environment. Check Point customers include tens of thousands of businesses and organizations of all sizes including all Fortune 100 companies. Check Point's award-winning ZoneAlarm solutions protect millions of consumers from hackers, spyware and identity theft.

About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures www.datacraft-asia.com. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses.

For more information, please visit www.datacraft-asia.com

Dimension Data nominated as Global Gold Partner by Check Point

Dimension Data takes on a new position to deliver Check Point security solutions around the globe.

Dimension Data, the $4.5-billion specialist IT services and solutions provider and Check Point® Software Technologies Ltd. (Nasdaq: CHKP), the worldwide leader in securing the Internet, today announced they have entered into a global
gold partner agreement leveraging Dimension Data’s global footprint and skills to enable consistent and world class delivery of Check Point solutions to clients around the globe.

Long standing strategic partner of both Check Point and Nokia security appliance business, acquired by Check Point in April 2009, Dimension Data, as global gold partner, provides and services its clients around the globe with Check Point’s flexible, easy to use and cost effective security solutions including Software Blade solutions, high performance IPS technology and market leading firewall, positioned in the Leaders quadrant in Gartner’s 2008 Magic Quadrant for
Enterprise Network Firewalls.

“Over the past decade Dimension Data has been partnering with Check Point in more than 25 countries,” explained Steve Joubert, Dimension Data’s Group Executive: Global Solutions. “We feel that Check Point’s focus and growth in the appliance space presents a significant advantage to our customers and we are glad to enhance our collaboration through this upgraded partnership. Check Point’s comprehensive quality portfolio, combined with the experience of our
team of more than 400 security technical experts grants our clients access to first class advice and deployment of best of breed technology.”

Both companies said the agreement aligns well with their go-to-market models. A hundred percent channel driven, Check Point works exclusively through direct partners and distributors under the framework of its PureAdvantage partner program, providing partners with its unique portfolio of proven, robust network and endpoint security solutions, together with comprehensive technical, sales and marketing support and 24/7 worldwide availability.

“We appreciate Check Point’s innovative approach which enables us to offer our clients various purchasing models, including subscription-based contracts based on Check Point Managed Service Provider (MSP) program – an attractive finance option in the current economic climate,” continued Joubert. “And our clients across the globe can expect consistent implementation, integration, support and management of their security solutions.”

Through Dimension Data’s presence in 47 countries, Check Point further extends its technological outreach, securing an increasing number of businesses against sophisticated threats and helping them develop an optimal security posture across networks and endpoints,meeting compliance and reporting requirements, through its firewall, VPN, and enhanced IPS technologies. Further building on their cooperation, Dimension Data also plans to offer clients the benefits of the Check Point Managed Service Provider (MSP) program.

“We are glad to welcome Dimension Data on board as a world-class global gold partner,” commented Check Point’s vice president of worldwide field operations Amnon Bar-Lev. “Dimension Data’s excellent technical and support expertise across our portfolio as well as its procurement and logistics capabilities, will play a significant role enabling our mutual success and supporting clients in the current market.”

Further information on Check Point Software Technologies or on Check Point PureAdvantage partner program and its benefits is available on www.checkpoint.com or http://www.checkpoint.com/partners.

For additional information on Dimension Data please visit www.dimensiondata.com.

About Dimension Data
Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, converged communications, security, data centre and storage, Microsoft and contact centre technologies and its unique skills in consulting, integration
and managed services to create customised client solutions. www.dimensiondata.com

About Check Point Software Technologies Ltd.
Check Point Software Technologies Ltd. (www.checkpoint.com), worldwide leader in securing the Internet, is the only vendor to deliver Total Security for networks, data and endpoints, unified under a single management framework. Check Point provides customers uncompromised protection against all types of threats, reduces security complexity and lowers total cost of ownership. Check Point first pioneered the industry with FireWall-1 and its patented stateful
inspection technology. Today, Check Point continues to innovate with the development of the Software Blade architecture. The dynamic Software Blade architecture delivers secure, flexible and simple solutions that can be fully customized to meet the exact security needs of any organization or environment. Check Point customers include tens of thousands of businesses and organizations of all sizes including all Fortune 100 companies. Check Point's award-winning ZoneAlarm solutions protect millions of consumers from hackers, spyware and identity theft.

About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures www.datacraft-asia.com. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and converged communications & contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses.

For more information, please visit www.datacraft-asia.com

Datacraft completes comprehensive network assessment for Philippines’ Advanced Contact Solutions

Major call centre provider strengthens network infrastructure and increases competitiveness.


Advanced Contact Solutions (ACS), Inc., a pioneer and leader in Philippine BPO has successfully completed a thorough system security assessment conducted by Datacraft, Asia's leading IT services and solutions provider. This program was undertaken by ACS to strengthen its network infrastructure and streamline processes to enhance the end-user experience. End-user satisfaction is key to the success of any call centre solution company and is what differentiates these from others.

ACS provides superior customer service and sales to clients in the United States, United Kingdom, Australia and the Philippines via its five sites and 6500-seat contact centre network. ACS's major vertical foci are in telecommunications, IT, travel, financial services, and health services among others.

ACS completed the assessment in November 2008. The assessment highlighted some of the potential network vulnerabilities and areas of improvement that ACS could undertake.

Datacraft's security assessment helped to establish a performance baseline against which future performance could be measured. This ensured that the system was operating at its full potential without wasting any network resources. The assessment also identified bottlenecks and isolated key issues on the spot. As a result, ACS is able to improve its network performance, resulting in reduced costs, increased competitiveness and higher customer satisfaction.

"Businesses enjoy maximum return on investment when systems are at optimal performance,"said Michael Quiambao, Vice President of IT, ACS. "That's why we commissioned Datacraft to undertake this comprehensive network assessment. We have now strengthened our network infrastructure and deployed the appropriate security controls to deliver improved network resilience and visibility, enhanced data protection and confidentiality as well as effective collaboration."

The Datacraft solution included a Network Architecture Assessment, Secured Network Infrastructure Assessment (SNIA), Penetration Testing and Vulnerability Assessment. The entire exercise is designed to provide a complete end-to-end network test and a measurement service for complete network visibility using industry best practices and its own proprietary tools.

Datacraft provided a detailed technical overview of the assessment findings, which assist the IT manager in making informed and efficient decisions regarding IT infrastructure and processes. This helps to ensure that the entire system is operating at its maximum potential. Additionally it offers clearer insight for both network resource management and the acquisition of IT technologies as the judgments used in these decisions are based on facts rather than intuition.

"The security assessments have provided us with a thorough, comprehensive view of our network operations, from which we were able to apply rigorous security controls as well as to help ACS strengthen the infrastructure," said Quiambao. "Datacraft was selected for its vast experience in network integration and assessment. We were confident they could provide an accurate picture of our current network operations as well as offer guidance on advanced new technologies to upgrade our systems."

The contract is the first security assessment win in the Philippines for Datacraft, and we are very pleased that ACS has entrusted us with such a crucial task. It underlines the confidence that ACS has in our expertise and professionalism," said Paul Dewhirst, General Manager for Datacraft, Philippines. "With the assessment, we were able to provide a detailed review of the call centre's network processes, and recommend the appropriate solutions that best address their business needs."

About Datacraft

Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit http://www.datacraft-asia.com

For further information, please contact:

Esther Quah (Datacraft Asia)
Tel: (65) 6322 6688 / (65) 6322 6619
(Email: esther.quah ( @ ) datacraft-asia dot com)

Tng Szu Lin (Datacraft Asia)
Tel: (65) 6322 6688 / (65) 6322 6605
(Email: szu-lin.tng ( @ ) datacraft-asia dot com

Website:http://www.datacraft-asia.com

Tags: network, infrastructure Asia, network security Asia, information security Asia, communications solution

World’s first Online Benchmarking Study for Contact Centre Industry launched

86% of organisations polled participate to compare their performance to peer group businesses Datacraft, a Dimension Data company, today announced the launch of the world's first online Benchmarking Survey and comparison tool for the global contact centre industry.

The launch follows a growing demand from organisations for an online tool to compare their contact centre operations and capabilities with that of their peers and competitors, and provide them with a set of best practice standards and benchmarks including staffing and training, performance metrics, technology usage, budgets and development plans.

Martin Dove, Dimension Data's Managing Director, Customer Interactive Solutions Global, said: "For the past decade, the Benchmarking Report was produced in print format. When we polled participants of the 2008 Benchmarking Report, 86% said they participate in the research study in order to compare their performance to peer group businesses, and to identify opportunities for cost reduction and performance improvement. Respondents also said that the greatest barriers to gaining maximum value from benchmarking exercises was the inability to compare results to specific groups; data validation and accuracy, cost, and time.

"Coupled with an economic climate in which organisations are striving to cut costs and become leaner and more efficient, it makes sense to publish the Benchmarking Report results online. Moreover, organisations that participate in the 2009 study will be able to benchmark the performance of their operations in a world of intense competition and tough targets," said Dove. World's first Online Benchmarking Study for Contact Centre Industry launched Page 2 of 3 Datacraft Asia Ltd, 6 Temasek Boulevard, 26-01/05 Suntec Tower Four, Singapore 038986 Tel: 65-63226688 Fax:65-63237933

The Benchmarking Report is more than just the global definitive source for contact centre professionals to glean balanced, industry trends and issues from research undertaken across over 500 contact centres located in 36 countries across five continents. For participants who employ over 20 contact centre agents, the 2009 Contact Centre Benchmarking Report will also offer a range of new benefits, including free access to a greater pool of statistics and information. Other free benefits include the ability to:
compare and benchmark their organisation's data by geography, sector, size, outsource or captive area;
undertake a comprehensive benchmark assessment of their own organisation;
view and benchmark global data with over 500 operations worldwide;
access real time comparisons of historical data to identify global trends ; and
make multiple enquiries to validate data as their organisation's business/sector evolves

For further information about, or to participate in the 2009 Global Benchmarking study, log on to www.ccbenchmarking.com

About Datacraft

Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit www.datacraft-asia.com

For further information, please contact:

Esther Quah (Datacraft Asia)
Tel: (65) 6322 6688
Email: esther.quah ( @ ) datacraft-asia dot com

Tng Szu Lin (Datacraft Asia)
Tel: (65) 6322 6605
Email: szu-lin.tng ( @ ) datacraft-asia dot com

Wesite: www.datacraft-asia.com

Tags: IT Security Consulting firm Asia, Network Operations Asia, Network Integration Asia, Ip telephony Asia, network infrastructure Asia, network security Asia, information security Asia, communications solution

Unified communications strategy crucial to exploiting full potential of Microsoft Office Communications Server 2007

Office Communications Server 2007 R2 enhances Datacraft’s ability to provide clients with the best unified communications solution.

Datacraft, the region's leading independent IT services and solutions company, today announced that it has incorporated Microsoft Office Communications Server 2007 Release 2 into its unified communications offering. This will enable Datacraft to offer clients even more choices and enhance its ability to design and deploy solutions that are best suited to their requirements.

Neville Burdan, General Manager for Microsoft Solutions, Datacraft Asia said, "More than ever, our clients are demanding innovative, reliable and scalable ways to streamline communications, reduce costs and improve productivity. Office Communications Server 2007 R2 is a powerful platform that builds on the solid base of Office Communications Server 2007 and allows for the creation of even better unified communications solutions. It will form a key part of our unified communications offering and augment our ability to provide solutions that deliver these benefits."

"Datacraft takes advantage of the greater cost savings derived from deploying Office Communicator 2007 R2 for its clients, giving them significant communications benefits," said Bharat Mirchandani, Business Group Manager, Information Worker, Microsoft Singapore. "We at Microsoft are excited to work with Datacraft to enhance our customers' experience and help foster better collaboration and productivity." Unified communications strategy crucial to exploiting full potential of Microsoft Office Communications Server 2007 Release 2 Page 2 of 3 Datacraft Asia Ltd, 6 Temasek Boulevard, 26-01/05 Suntec Tower Four, Singapore 038986 Tel: 65-63226688 Fax:65-63237933

Burdan continued, saying: "However, as our research shows, to fully exploit the potential of this new software-based platform, and unified communications in general, it's important to place them within a strategic framework. That's why we developed the Unified Communications Development Model (UCDM), which was launched early last year to help organisations take a strategic, cross-functional approach to their unified communications investments."

Research commissioned by Datacraft / Dimension Data in June 2008* showed that the most important thing for IT decision-makers to consider before embarking on a unified communications project was how it would align with business strategy, followed by what technology was right for the business. In addition, a strategic plan was found to be essential to the success of a unified communications implementation. Datacraft's UCDM helps organisations to assess their competence and capabilities in unified communications, and to develop a strategic plan for implementation.

Burdan concluded, saying: "With a unified communications strategy and roadmap in place, organisations that deploy Office Communications Server 2007 R2 will be in an ideal position to reap the benefits of exciting new features such as desktop sharing, persistent group chat and dial-in audioconferencing. And for those organisations that already use Microsoft technologies for communication and collaboration, the synergy that comes through integration with Microsoft Office, Microsoft Exchange Server and Microsoft Office SharePoint Server will amplify these benefits, as well as allow them to maximise their current infrastructure investments."

Note to editors
*Datacraft / Dimension Data commissioned independent UK researchers Vanson Bourne to study IT decision-maker attitudes towards and experiences of unified communications. The research was conducted in June 2008 and involved 100 IT managers and CIOs of UK enterprise-sized organisations with 1,000 employees or more.

About Datacraft
Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit www.datacraft-asia.com

For further information, please contact:
Esther Quah (Datacraft Asia) Tel: (65) 6322 6688
(Email: esther.quah ( @ ) datacraft-asia dot com)
Tng Szu Lin (Datacraft Asia) Tel: (65) 6322 6605
(Email: szu-lin.tng ( @ ) datacraft-asia dot com)
Website:www.datacraft-asia.com

Tags: IT Security Consulting firm Asia, Network Operations Asia, Network Integration Asia, Ip telephony Asia, network, infrastructure Asia, network security Asia

Leading Korean insurance company’s systems now ‘disaster-proof’ thanks to Datacraft

Singapore 14 Jan 2009 – Korea’s leading insurance company faced a critical business challenge as its obsolete networking systems proved unable to cope with rapid business expansion.

Jan 22, 2009 – To avoid operational meltdown, the company turned to Asia’s leading IT solutions and service provider Datacraft, which successfully revamped the entire network infrastructure and put in place a high performance and scalable communications system.

The old network, which the company relied on to process all its insurance enquiries, claims and analyses, was unable to keep pace with the rapid rate of expansion. As their network operations grew, it was increasingly apparent that the system was inadequate to cope with the increased demand or support their new next generation web system, security, ITIL and general network functions.

To help the company overhaul the entire network system and deploy a secure, web-based platform that could integrate all its operational requirements efficiently, Datacraft consultants worked closely with the client to thoroughly understand its unique requirements. Subsequently, Datacraft implemented an integrated solution which improved both the network and security systems for the company. They developed a capacity plan for WAN equipment, along with specific designs for LAN, WAN and VPN, and a thorough security plan for the wireless LAN. The security plan included a strong firewall, IPS and user control plan that is in compliance with the security regulations by FSS, South Korea's financial regulator. Procedures were also determined for incident, problem, change and capacity management.

“Datacraft were pleased to successfully resolve the issue of frequent turnover and movement of salespersons with the implementation of a secure wireless LAN network,” said Francis Yip, Datacraft’s Regional Director, North Asia. “The granted user authentication process was designed to avoid data leakage and the entire system complies with government regulations.

“Datacraft was awarded the contract because we clearly understood the insurance company’s technical and operational environments, and we have the expertise to implement a complete solution across a number of system requirements, such as network, security, operating support system and ITIL-based service desk management,”

said Yip.

About Datacraft

Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit www.datacraft-asia.com

For further information, please contact:
Esther Quah (Datacraft Asia) Tel: (65) 6322 6688

Tags: Network Operations Asia, Ip telephony Asia, network security Asia, IT Security Consulting firm Asia, network infrastructure Asia, network security services

Avanta raises bar in service excellence at its Business Service centres with Datacraft

Singapore, 07 Jan 2009 – Datacraft, Asia’s leading independent IT solutions and Services Company, has been chosen by Avanta, UK’s leading provider of Serviced Office space

Jan 22, 2009 – Datacraft, Asia’s leading independent IT solutions and Services Company, has been chosen by Avanta, UK’s leading provider of Serviced Office space, to build a converged communication infrastructure for their Business Service centers in India. The new infrastructure is designed to achieve high service standards and cost efficiencies for Avanta’s customers using its facilities.

As a part of Avanta’s US$1.4 million contract, Datacraft India was tasked with setting up the state-of-the-

art converged communications infrastructure for two of its new business service centres in Mumbai. Avanta has previously engaged Datacraft to set up its first business service centre in New Delhi in 2007 and was impressed by Datacraft’s technical expertise, quality of service and client engagement.

The contract included provisioning of IP end points, Cisco Call Manager, and foundation network infrastructure, in addition to design and consultancy, engineering and staging, project management and Uptime maintenance service. It also entailed integrating Avanta’s call billing solution “Elephant” to the IPT solution and EVOT call attendant solution for incoming call management.

“The converged communication infrastructure will equip Avanta’s business service centers with the latest communications technology for an improved user experience, and make us the preferred choice for their office facilities. As with all Avanta Serviced Office centers, our facility in India is set to feature cutting-edge communications technology, including VoIP telephone systems, scalable Internet access and dedicated client server rooms. We are confident that with enhanced customer service, cost efficiencies and improved competitiveness, our Avanta serviced offices will certainly set a new benchmark in business service in India,” said Sean Morgan, Managing Director Avanta India

“Converged communications is an essential part of any business service and paves the way for improved competitiveness and operational efficiencies. Most importantly, the technology will enable Avanta to expand their service portfolio and bring greater level of customer service and satisfaction. This will further set Avanta apart from its competition and help maintain its leading position,” said Sunil Manglore, CEO, Datacraft India.

“We are a leading exponent of converged communications and one of the largest providers of integrated networks in the world. This track record has given us a competitive and unparalleled expertise not just in implementing converged communications, but in understanding the business benefits that arise from it. This is why we are able to design and deploy solutions that best address our clients’ needs,” added Manglore.

About Avanta

Avanta is a leading name in the serviced office market, with a rapidly growing portfolio of office suites in prime locations across the United Kingdom. Since its inception in 2004, Avanta has enjoyed rapid expansion and now manages over 640,000 sq ft of office space across sixteen locations and is continuing its UK and international expansion programme. Avanta offers highly flexible, non-branded office space with advanced and competitively priced technology, tailor-made to meet the requirements of the occupier.

About Datacraft

Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, security, data centre, storage, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses. For more information, please visit www.datacraft-asia.com.

Tags: Network Operations Asia, Ip telephony Asia, network security Asia, IT Security Consulting firm Asia, network infrastructure Asia, business network security