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

Telecom Fiji engages Datacraft for Next Generation Network upgrade across South Pacific nation

Fiji Limited (TFL), the sole provider of local and national telephony services, has rolled out a new IP network to meet the growing demand for voice and data services as the South Pacific nation moves steadily towards telecom market deregulation.

TFL currently serves over 100,000 customers across a wide geographic area using a diverse technology base. The new Next Generation IP Network is based on a Cisco MPLS platform and consists of a territory-wide IP Backbone combined with a Metro Ethernet Network (MEN) in the capital city of Suva.

Datacraft was tasked with establishing a highly resilient and efficient replacement infrastructure. The new network will enable the incumbent operator to stay ahead of competition by providing the platform for the latest range of business services such as high speed data, capacity on demand and voice over Internet Protocol (VOIP); while ensuring customer satisfaction by meeting tough Quality of Service (QOS) goals.

“With the continuing rise of the Internet, we have seen rising customer expectations for new services, as well as traffic growth that the old network could no longer match,” said Ian Lyons, Group General Manager Sales, Marketing and Business Development. “Datacraft demonstrated an awareness of the unique political, social and regulatory environment that we face in Fiji and the company came up with a carefully evaluated plan that met our demanding requirements, while being capable of meeting our expanding market needs into the future.”

Telecom Fiji’s IP-based network was completed in seven months at a cost of over US$1 million.

“We were extremely pleased to win this prestigious national contract, with Datacraft being involved in the project scoping as early as 2003,” said Robin Hartendorp, Managing Director of Datacraft New Zealand. “As a result of our strong client relationship and regular communications, the strong support rendered by Cisco, as well as our excellent track record of service delivery, we were able to customize an innovative solution that addresses both their business and technical requirements.”

To address the demanding service level expectations of their customers, TFL is evaluating Datacraft support offerings, Insite and Uptime. Insite is an online, real-time network and IT systems management service that covers issues ranging from basic fault monitoring to extensive predictive analysis and reporting. Uptime provides a continuous 24 x 7 x 365 managed service for trouble shooting and resolution of issues facing mission-critical IT systems.

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?DCSext.dept=9&WT.mc_id=100252

For more information contact
Esther Quah
Datacraft Asia Ltd
esther.quah@datacraft-asia.com

Tags: Datacraft Asia, Telecom Fiji, Fiji telephony services, Next Generation IP Network, Suva metro

Malaysia’s i-City built on Cisco Connected Real Estate infrastructure by Datacraft

Singapore, 10 Nov 2008 Datacraft, Asia’s leading independent IT solutions and services company, has implemented Cisco Connected Real Estate (CCRE) solutions, and delivered world class infrastructure

i-City, a RM 2 billion ICT-enabled commercial development on a 72 acre freehold site, is situated in the strategic neighbourhood of Shah Alam, Malaysia. i-City is fast gaining traction as the regional hub for high-technology companies and knowledge communities. Designated by the Multimedia Development Corporation (MDEC) as a MSC Cybercentre, the first phase of the development comprising 300,000 sq ft of Cybercentre Office Suites has been completed and is ready for occupation. Future phases would transform i-City into a fully integrated township, comprising a shopping mall, corporate towers and offices, office suites, hotels and serviced apartments. i-City will also house multiple high-performance data centres and a digital media hub.


Designed from the start to become the next-generation international and cyber-gateway to the country, i-City is expected to attract global mix of technology companies and knowledge workers, creating a vibrant knowledge-based working environment. An essential element to help realise this vision is CCRE. The introduction of CCRE means that a converged IP network is built into the underlying infrastructure of every building (similar to common utilities such as power, water and gas), providing a powerful platform to transform the way in which buildings are managed and how services are delivered.


CCRE is the foundation on which disparate building management systems, HVAC, lighting and transportation, energy management, video and security access controls will integrate with traditional IP-based communication and collaboration systems such as e-mail, messaging, voice and productivity services. Every element from cooling, lighting, security, digital signage to voice and video communication can be controlled centrally. This revolutionary approach to city design has enabled i-City to help the entire community generate new revenue streams, reduce capital and operating expenditure, and improve overall operations efficiency by reducing the complexity of building systems connectivity, prolonging asset life, and improving management capabilities and performance through real-time information.


When fully completed, a high-speed scalable fibre-optics network will span across the entire 72-acre development, connecting all of the office suites, commercial towers, retail tenants and hotel to i-City’s high-performance data centre which is also the communication and operations hub. “Technology is an essential component of the entire ecosystem. Our vision is to promote i-City to be a conducive environment where work, play, learn and live intermix seamlessly!” said Lim Boon Siong, Deputy CEO of i-Bhd.


A comprehensive range of network and telecommunication, hosting, software service on demand, estate management and security services

is made available via i-Office2, the designated operator tasked at providing fully managed office services to i-City tenants and residents.

Tags: Malaysia i-City, Datacraft Asia, Cisco Connected Real Estate, CCRE Asia, Cisco Malaysia, Datacraft Malaysia, Multimedia Development Corporation, Dimension Data plc, Servcorp, i-Office2