Durban call center deal

Dimension Data Holdings PLC in KwaZulu-Natal says it was recently awarded a three-year contract worth R10 million (US$438,000) to plan, build and support a new call center infrastructure for Bizworks -- a Durban-based black-empowered ICT company.

According to the company, the eThekwini Metro Authority, in conjunction with the Durban Investment Promotion Agency (DIPA), embarked on a project to establish a call center in Durban three years ago, in an effort to develop Durban as a leading call center destination for international businesses.

Bizworks, says the company, saw this as an opportunity to establish a pilot site to lure investors to Durban and to host them on its site.

"Our aim is to establish Durban as a first-class venue for the outsourcing and co-sourcing of contact centers and business process operational (BPO) systems.

We propose to do this through a best practice contact center. This will service front-end interactive contracts and back-end data process management operations, enabling clients to meet the call center requirements of both local and international customers," says Willy Govender, CEO of Bizworks.

Bizworks' deal with Dimension Data, claims the company, includes the provision of a world-class contact center solution, as well as a managed enterprise network (MEN) service contract with round-the-clock support and maintenance.

Additionally, it says, Dimension Data's Customer Interactive Solutions (CIS) division will provide consultancy and project management services to assist Bizworks in establishing international links to attract business to its call center.

"This implementation is an excellent example of Dimension Data's ability to deliver a holistic technology solution.

We have utilized skills and intellectual property from a number of Dimension Data's business units, such as the networking, enterprise and contact center lines of business, to provide Bizworks with a complete call center solution," comments Craig Ireland, MD of Dimension Data KZN.

The company concludes by noting that eThekwini Metro is in further discussions with Bizworks and Dimension Data to investigate how it can co-host its departmental call centers on Bizworks' infrastructure.

This, it says, is in order to facilitate a standard single-number contact for all its customers.

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