Dimension Data, a multi-billion dollar global IT solutions and services provider, today announced that Trident Marketing has enlisted Dimension Data's world-class customer interactive solutions group to design, build and support its mission-critical customer service platform.
A results-oriented sales, marketing and technology company of direct response marketers, Trident runs high-volume sales centers for customers such as DIRECTV, ADT and Travel Resorts of America. Due to tremendous business growth, the marketer was having difficulty handling the increasing call volume with its existing contact center system. Trident enlisted Dimension Data to deploy Cisco Customer Voice Portal (CVP) - a carrier-class Voice over IP (VoIP) interactive voice response solution. Dimension Data implemented the Cisco CVP solution with Trident's SIP (Session Initiation Protocol) trunking architecture, enabling Trident to expand its local number presence in U.S. markets, while equipping the center to more effectively handle surges in call volume. Trident also turned to Dimension Data to manage and monitor its communications infrastructure to ensure minimal downtime and disruption.
"A robust voice communications system is critical to our business. If our phones are down for an hour, it costs us a significant amount of money," said Steve Baldelli, CEO of Trident Marketing. "With over 20,000 phone numbers, we needed a reliable partner that could deal with that level of complexity. We chose Dimension Data because they have a global footprint and are a premier Cisco partner. We knew we could get everything we needed from them - from the solution to managed services and support."
The migration to a SIP-enabled communications platform with Cisco CVP provided significant cost savings by eliminating local PSTN gateways. Trident's monthly spend decreased from $85,000 to approximately $20,000, resulting in an annual cost savings of nearly $800,000. SIP trunks also enabled Trident to have placement directly in ad space across the country.
"Dimension Data came highly recommended by Cisco and has an excellent reputation in the contact center integration area," said Brandon Brown, CIO of Trident Marketing. "Their expertise was outstanding, and they were able to help us with everything from the design of the new system to the build-out to operations management. This is one of the only IT projects in the history of the company that has been completed without a minute of downtime. In addition, the cost savings from the SIP trunking implementation paid not only for itself but for the CVP phone system as well."
Dimension Data also provided Uptime powered by Cisco Services and Insite. Uptime powered by Cisco Services is a comprehensive support solution that includes defined service level agreements to maximize network uptime and ensure rapid restoration from any outage. It provides access to Dimension Data's Global Service Center, access to Cisco's Technical Assistance Center and a service delivery manager from Dimension Data who serves as a single point of contact. Insite provides real-time, online network management that gives a current view of the enterprise's resources, and enables Dimension Data to provide reactive and proactive network management. Uptime powered by Cisco Services and Insite provided Trident's internal IT staff with more time to focus on other areas of the business important for operations.
"It's critical for organizations to take a strategic view of their IT and telecom infrastructure, especially when it comes to how they manage their operational costs," said Grant Sainsbury, vice president of converged communications for Dimension Data Americas. "By migrating to SIP trunks like Trident, organizations have the ability to expand their call capacity, lower expenses and ultimately improve delivery of communication services across the contact center."
About Dimension Data
Dimension Data, a specialist IT services and solutions provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, converged communications, security, data center solutions, Microsoft and contact center technologies, and its unique skills in consulting, integration and managed services to create customized client solutions. For more information: Call 866-DIDATA-US or visit www.dimensiondata.com/na.
About Trident Marketing
Founded in 1986, Trident Marketing is a multi-channel direct response company that develops consistent marketing and sales channels, performing customer acquisition for leading consumer brands in the United States within the home services and travel industries. Trident Marketing has over 20 years experience in end-to-end marketing and sales and is the second largest National DIRECTV dealer in the US, Direct Sat TV. We provide our brands a foundation built on human capital, technological expertise, and strategic innovation. In recent years, Trident Marketing has built one of the most responsive analytically driven call centers in the industry and is a progressive, creative environment that provides the perfect canvas for intelligent, passionate people to build a career and excel. For more information, visit us at www.TridentMarketing.com, on Twitter: @tridentmktg or on LinkedIn: http://www.linkedin.com/companies/trident-marketing.