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http://www.dsglimited.com , http://www.dsg.co.za and http://www.digitalmall.com Digital Solutions Group Profile Mission Statement “We partner with our customers to build comprehensive solutions, which innovate business relationships to yield mutual return on investment. Our people and diverse technology enable anywhere, anytime access to products and services ens uring a customer centric focus.” Awards MMA EAST AFRICA FOUND MEMBER [2011] CONTACTINGAUTENG SERVICE EXCELLENCE FINALIST [2005] SILKROAD PARTNER AWARD [2010] BEST SOLUTION PROVIDER FINALIST [2005] TECHNICAL INNOVATION OF THE YEAR FINALIST [2009] BEST IN HOUSE SUPPORT DIVISION FINALIST [2005] NEDBANK EXPORTER OF THE YEAR FINALIST [2009] MOST NOMINATED WASP FOR AWARDS VODACOM MOBILE CONNECT AWARDS [2004] BEST TECHNOLOGY INNOVATION IN CONTACT CENTRE , BEST CUSTOMER SERVICE AGENT, BEST NON TECHNOLOGY INNOVATION [2008] CPSI PUBLIC SECTOR INNOVATION AWARD FOR MOST INNOVATIVE USE OF TECHNOLOGY FOR SERVICE DELIVERY WITHIN GOVERNMENT FOR THE ELECTIONS 2004-2006 [2004] VODACOM WASP (WIRELESS APPLICATION SERVICE PROVIDER) OF THE YEAR [2008] TOP SERVICE DELIGHT CALL CENTRE [2004] DIRECT MARKETING ASSOCIATION ( DMASA) GOLD AWARD FOR MOBILE MARKETING [2007] CALL CENTRE NETWORKING GROUP INNOVATION AWARD [2004] PMR GOLD AWARD FOR SERVICE EXCELLENCE [2007] STANDARD BANK PUBLIC SECTOR INNOVATION AWARD [2004] CUSTOMER SERVICE DELIGHT INDEX [2007] JUDGES AWARD AFRICA CALL CENTRE INDUSTRY [2003] TECHNOLOGY TOP 100 [2007] AGE OF INNOVATION AWARD [2002] PMR SILVER AWARD FOR SERVICE EXCELLENCE [2006] AGE OF INNOVATION FINALIST [2001] IBM TECHNICAL INNOVATION AWARDS [2006] BEST USE OF TECHNOLOGY IN A CONTACT CENTRE [2001] TECHNOLOGY TOP 100 [2006] BEST CONTACT CENTRE DESIGN [2001] TECHNOLOGY TOP 100 [2005] BEST CUSTOMER SERVICE IN A CONTACT CENTRE [2001] CITY OF JOBURG INNOVATION AWARD [2005] MAIL & GUARDIAN BEST ONLINE RETAIL SITE AND BEST ONLINE MALL [2000]

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Page 1: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Digital Solutions Group Profile

Mission Statement

“We partner with our customers to build comprehensive solutions, which innovate business relationships to yield

mutual return on investment. Our people and diverse technology enable anywhere, anytime access to

products and services ensuring a customer centric focus.”

Awards

MMA EAST AFRICA FOUND MEMBER [2011] CONTACTINGAUTENG SERVICE EXCELLENCE FINALIST

[2005]

SILKROAD PARTNER AWARD [2010] BEST SOLUTION PROVIDER FINALIST [2005]

TECHNICAL INNOVATION OF THE YEAR FINALIST [2009] BEST IN HOUSE SUPPORT DIVISION FINALIST [2005]

NEDBANK EXPORTER OF THE YEAR FINALIST [2009] MOST NOMINATED WASP FOR AWARDS VODACOM

MOBILE CONNECT AWARDS [2004]

BEST TECHNOLOGY INNOVATION IN CONTACT CENTRE ,

BEST CUSTOMER SERVICE AGENT, BEST NON

TECHNOLOGY INNOVATION [2008]

CPSI PUBLIC SECTOR INNOVATION AWARD FOR MOST

INNOVATIVE USE OF TECHNOLOGY FOR SERVICE

DELIVERY WITHIN GOVERNMENT FOR THE ELECTIONS

2004-2006 [2004]

VODACOM WASP (WIRELESS APPLICATION SERVICE

PROVIDER) OF THE YEAR [2008]

TOP SERVICE DELIGHT CALL CENTRE [2004]

DIRECT MARKETING ASSOCIATION ( DMASA) GOLD

AWARD FOR MOBILE MARKETING [2007]

CALL CENTRE NETWORKING GROUP INNOVATION

AWARD [2004]

PMR GOLD AWARD FOR SERVICE EXCELLENCE [2007] STANDARD BANK PUBLIC SECTOR INNOVATION AWARD

[2004]

CUSTOMER SERVICE DELIGHT INDEX [2007] JUDGES AWARD AFRICA CALL CENTRE INDUSTRY [2003]

TECHNOLOGY TOP 100 [2007] AGE OF INNOVATION AWARD [2002]

PMR SILVER AWARD FOR SERVICE EXCELLENCE [2006] AGE OF INNOVATION FINALIST [2001]

IBM TECHNICAL INNOVATION AWARDS [2006] BEST USE OF TECHNOLOGY IN A CONTACT CENTRE [2001]

TECHNOLOGY TOP 100 [2006] BEST CONTACT CENTRE DESIGN [2001]

TECHNOLOGY TOP 100 [2005] BEST CUSTOMER SERVICE IN A CONTACT CENTRE [2001]

CITY OF JOBURG INNOVATION AWARD [2005] MAIL & GUARDIAN BEST ONLINE RETAIL SITE AND BEST

ONLINE MALL [2000]

Page 2: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Background

Digital Mall (Pty) Ltd founded in September 1998 as a technology partner for retailers who wanted to create a

new channel to market via e-business. At the time there was minimal activity in the e-business market in SA

and Digital Mall therefore introduced a new business model of ASP (Application Service Provider) for e-

commerce and related support services.

Digital Mall worked with all major banks and serviced the leading retailers by lowering the barrier to entry and

sharing the risk and success with its customers.

In January 2000 iTouch acquired a 51% stake in Digital Mall prior to iTouch planned IPO on the FTSE later that

year. Digital Mall provided the technology that enabled iTouch to launch into the mobile commerce market.

In March 2000, Digital Mall and iTouch concluded the first mobile commerce transaction in SA through the

development of a unique application, the Wireless Application Service Provider (“WASP”). This solution based

on WAP at the time was very innovative and incorporated a unique live help feature that allowed the

Contact Centre Staff to view the activity of the consumer real time and to assist with mobile commerce

transactions.

The application was so successful, that soon thereafter iTouch launched the application in the UK, Israel,

Australia, New Zealand and Ireland. In August 2000 iTouch raised over ₤42.5 million for 20% of the group from

its IPO but due to the market crash shortly thereafter, the share price lost value, which put pressure on all of

the operations globally.

Therefore in November 2001 Digital Mall management decided to buy back the shares held by iTouch –

allowing us to regain control of the entire business. In May 2005, iTouch was acquired by the Japanese listed

For-side.com and de listed from the FTSE.

As our customers’ required new solutions and the market dynamically changed so has Digital Mall’s business

model which led to the innovative evolution of what is known today as, The Digital Solutions Group.

Our Methodology

The Digital Solutions Group (DSG) is an outsource partner for multi-channel commerce and relationship

marketing. We provide customised solutions to business - enabling businesses to transact and communicate

via direct channels. Our approach lowers the barrier to entry into this market without the client having to

invest in systems, people and infrastructure.

This business model implicates a substantial upfront investment in technology, which is then made available

to many customers. The key to the business model is “share risk and success” with customers. Revenue is

generated from services rendered and often a management fee based on a win/win scenario, and the

success of the new business approach.

Based upon independent research (Gartner Group), only 33% of all global companies interact with

customers via multiple channels. This contends that a company that is able to provide additional routes to

market, without large set-up costs, will materially enhance its potential for success. This opportunity of

providing additional routes to market for our clients based on a customer centric model is DSG’s focus.

Page 3: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

DSG Customer Centric Model

“In future, the most powerful brands will be customer-centric.

Successful companies will know their customer and will be the customer’s advocate.”

One of the key success factors for DSG is our ability to design business processes that empower our group to

add value and become an extension of our clients businesses. We also define relationship agreements that

allow us to offer a closed loop management process. Our management processes cover every aspect of our

clients business, and every aspect of the services offered by us.

DSG provides strategy consulting, web application development, and hosting and management services.

New web-based applications are developed to be accessible to the consumer via the PC (internet/Intranet

or extranet), Mobile handset, PDA, Voice via Voice XML, Contact Centre, Automated Services Machine (ASM

or Kiosk) and iTV.

We deliver a platform and build a business case for each channel based on its relevance to the target

market. The financial viability studies determine the introduction of new channels, in a phased approach, due

to the large investment in technology that may be required for the more technologically advanced

channels.

DSG has developed substantial infrastructure, intellectual property and goodwill within the African market,

expanded to the Middle East and Indian Ocean, and has developed an international roll out strategy for

some of its products and services.

We offer 24/7 support through our IP based contact centre in Johannesburg South Africa which can be

reached on 0861 DSG 247 locally or +27 11 759 7247 international and via email [email protected].

Page 4: Dsg profile april 2012

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Multi Channel Commerce Solution Overview

DSG provides complete and unique commerce solutions from presales marketing communications through

to payment collection and completed delivery.

The solution which is provided to our clients is fine tuned, tested and improved through our own experience

with our shopping portal www.digitalmall.com.

DSG uses web services and a service orientated architecture to ensure that the web is used as a

collaboration environment rather than the just a medium. We build web centric applications that allow our

clients to update all channels simultaneously thus ensuring consistent service across all customer interaction

channel.

Page 5: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Flexible Engagement Model

Consulting – Outsourcing – Co Sourcing - SAAS or Managed Services

On Demand Delivery eliminates 80% of ownership costs

Page 6: Dsg profile april 2012

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Summary of Group Companies and Operations

The Virtual Contact Centre a Contact Centre solution provider. Our engagement model is flexible and our

services are offered on a consulting basis, co-sourcing or outsourcing. We also offer DBOT (Design, Build

Operate and Transfer) solutions for companies that wish to eventually incorporate the solution as part of their

own operation. Our unique approach to the management of people, process and technology ensures that

we provide our clients with a solution that is effective and consistent across all communications channels.

Our solutions are cost effective and are based on a “pay per use “model. This means that our customers only

pay for the capacity that they use rather than having to cover the costs of employing dedicated people for

a particular campaign or ongoing customer care interactions.

The Virtual Contact Centres vision and mission is that of providing anywhere, anytime access to products and

services, utilising our extensive strategic and operational knowledge and experience in the management of

multi-channel commerce, communication and employee, customer and partner relationship marketing.

The Virtual Contact Centres approach allows organisations to continuously utilise our substantial investment in

enabling technology, skilled people and innovative processes with the objective of enabling and assisting all

stakeholders in interacting with the Virtual Contact Centre using the most convenient and cost effective

channels.

Our primary focus is to work closely with clients and help them succeed in setting and meeting your Contact

Centre goals and objectives. We offer total support and a commitment to communicate your ideas in a

strategic, creative, and cost-effective manner.

The Virtual Contact Centre is dedicated to providing a fully managed multichannel and multi commerce

Contact Centre solution that enables organisations to implement critical business strategies or tactics aimed

at reducing costs and increasing revenues.

The Virtual Contact Centre works with both large and small organisations to develop concrete, practical,

short and long term action plans whilst leveraging the Virtual Contact Centres substantial upfront investment

in technology, infrastructure and applications which are made available to many Clients.

The Virtual Contact Centre takes advantage of the need for personal 1 to 1 marketing, service and

management skills, the scarcity of those skills in the market, and the lack of any major competitor owning the

innovation and service space

The Virtual Contact Centre manages a complete 24/7 Contact Centre operation that services the following

portfolios including:

Customer Services - Inbound and outbound support, including product support, commerce

management, information requests, web query management, live help interactive management

and email management.

Helpdesk Services - Inbound and outbound technical support, including product support, tier 1 and 2

user support and technical information requests.

Page 7: Dsg profile april 2012

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Mobile Customer Services - Inbound and outbound technical support, including product support,

registration/deregistration from services and information requests.

Outbound Sales Services – Outbound sales in the Financial Services sector, Bond origination, Lead

generation, Sales generation and Appointment management.

ECommerce Services - Inbound and outbound eCommerce management, including web based

ecommerce transacting, eCommerce delivery fulfillment and eCommerce Customer services and

support.

Customer Experience Management – Implementation of RightNow a new generation on Demand

CEM platform that focuses on improving service whilst reducing operational costs. With Digital

Solutions Group being granted the rights to distribute RightNow in Africa, the Virtual Contact Centre

believes that RightNow will provide it with a competitive edge as the solution is on demand and

innovative.

Ticketing Services – Management of inbound and outbound ticketing focused on the entertainment

industry. This includes complete call management, processing on ecommerce web applications,

confirmation, quality assurance and service delivery.

Consulting Services – DBOT (Design, Build, Operate and Transfer), we are uniquely positioned to

provide consulting services that range from the Design phase through to the Transfer phase where we

transfer key skills to the organisations Contact Centre Management team to continue operating the

Contact Centre.

Workforce Management (WFM) Services – The Virtual Contact Centre offers an enterprise solution that

enables organisations to utilise our WFM solution on demand. The Virtual Contact Centre further utilise

the WFM solution to further optimise and enhance the resource utilisation within our Contact Centre

based on call, email, sms or fax arrival patterns.

International BPO Services – The Virtual Contact Centre further offers business process outsourcing to

the international market. The offshoring industry is growing rapidly, with the Virtual Contact Centre

focusing on achieving the level necessary to take international calls, and possibly a share of the

substantial offshore market. The Analysis included is based on current trends and focuses on the

competition in the outsourcing/offshoring space.

The Virtual Contact Centre is a results-driven business that provides a complete range of services which allow

for the selection of the best technologies, applications and contact centre resources suited to client's

requirements. We then combine our expertise in such a way so as to create meaningful, effective Contact

Centre for optimal results.

The Virtual Contact Centre with its total focus on quality further invests in a Business Intelligence Unit that is

purely focused on analysing interactions, trends, purchase behaviors, and return on investments. Business

Intelligence provides Customers with insight into areas of concern and/or new growth opportunities.

Page 8: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Contact Centre Client Profile

Page 9: Dsg profile april 2012

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Contact Centre Infrastructure Stack

Digital Solutions Group is the African distributor of RightNow Technologies

(www.rightnow.com). RightNow Technologies, Inc., (NASDAQ: RNOW) provides

organisations with industry-leading on demand solutions to build customer-

focused businesses. RightNow's acclaimed technology, comprehensive services

and commitment to customer success deliver high returns on investment for its customers.

Recognised as industry leader and standard RightNow is also the only platform to be recognised as a leader for both eService and contact centre

applications. This is important as mutli-channel CRM requires support in both eService (Web + Mobile) and

contact centre applications.

Here are the Gartner Magic Quadrants for eService and contact centre:

Future proof your investment (part of a wider Customer Experience Platform)

RightNow offers much more room for future growth and expansion. It is part of a much wider customer

experience platform covering areas such as Online Chat, Intent Guide, eMarketing, Social media

communities, Voice Automation, Sales Automation not covered by other platforms. As a result, you will not

need to replace the solution in 1-2 years time as soon as the company wants to do more.

Today, consumers are empowered like no other time in history. Although they’ve always had high

expectations–to be heard, supported, and valued–never before have consumers had such an arsenal of

tools at their disposal to ensure those expectations turn into reality.

RightNow CX, the customer experience suite, delivers comprehensive customer experience applications that

drive revenue, increase efficiency, and build loyalty.

Page 10: Dsg profile april 2012

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We have looked at every possible point of interaction that as consumer could have with an organisation and

ensured that all these touch points can be brought together in a single solution to empowers business to

consumer organisations to provide a great experience to their customers.

All of these different touch points have been brought together in RightNow CX and they the constituent parts

of the three experience that really matter. These being the Web Experience, the Social Experience and the

Contact Centre Experience:

Superior Industry Experience and Expertise

RightNow is used by over 2,100+ organisations World-wide including 180 major Financial services organisations

such as Barclays Bank, ING Direct, Visa, Allianz, Deutsche Bank, RBS and many others.

This includes services organisations in South Africa such as Datacash and Exclusive Books to drive improved

customer experience, enrolment rates at lower cost.

Page 11: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Digital Connect (www.digitalconnect.co.za) an OpenSource

Innovation Company has been operating and trading since

2007 and has deployed key telephony solutions in South Africa

and Africa.

Asterisk, The Open Source PBX has enjoyed rapid growth over

the past 10 years. As a result, Asterisk continues to challenge

larger, more established competitors to claim more market

share. With Asterisk, your organisation can adopt corporate

phone systems that are designed to be easier to customise and

cost a fraction of traditional proprietary systems backed Digital

Solutions Group comprehensive Service Level support plans

and local engineering skills.

Asterisk was originally built as a PBX and today represents an

astonishing 18% of the global market for business telephone

systems. The base feature set includes many of the most popular and powerful PBX functions.

Digital Connect offers PBX, Hybrid, Video Calling, VOIP solutions and Contact Centre technology based on

open source ACD, Predictive Dialers, IVR Solutions and Digital Voice logging via the Asterisk Communication

Platform and I6net IVVR (Interactive Voice and Video platform).

Digital Connect is an accredited Digium training provider and has over 20 years experience in the

Telecommunication market. DSG partnered with I6NET Solutions and Technologies, which is a European

company, dedicated to research and development of telecommunications and Internet technology. I6Net

provides advanced services in voice and video interactivity in line with the latest evolution in telephony.

DSG has consistently over the years introduced novel and market winning solutions implementing innovation

within its organization and the industry. Integrated solutions using technology, skilled people and evolving

end-to-end business processes demonstrate how managing three (3) essential ingredients - People, Processes

and Technology not only results in Customer satisfaction but also delighting Customers.

Page 12: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Digital Connect South African and African Client List:

Page 13: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Digitalise is the software development

company within DSG. We have been a

Microsoft Certified Partner since 1998 and

have developed some awesome

applications using Microsoft technology.

At the beginning most of the R&D effort was focused on www.digitalmall.com as our shopping portal which

won numerous awards. Over the past 10 years DSG has developed innovative software applications and

won numerous innovation awards for its solutions framework and multi channel commerce platform.

DSG works closely with each customer on a consultancy basis to design and implement a solution. We do not

view the web as a medium but rather as a business-enabling tool.Most will agree that service is now the key

factor to any buying decision and therefore service orientated architecture is an essential ingredient for

success. We design web centric applications that allow our customers to update all of their service channels

simultaneously thus ensuring consistent service across all channels. The web is by far the best reporting tool as

access to information is available anywhere, anytime and can be differentiated based on security and

authentication.

Knowledge management and distribution is therefore very easy to implement when critical information is

available on a web application, be it via the Internet, Intranet or Extranet. The Web as a channel is the most

interactive self-help channel and most cost effective as provides the lowest service costs. Personalization is

easy compared with other channels and therefore the organization can treat different customers differently.

Over the years we have designed unique applications such as our campaign management tool called

SmartContact which enables our customers to initiate 1to 1 SMS, MMS or e-mail campaigns and analyze

campaigns online. Digitalise is the anchor company in the group that developed the software applications

and intellectual property that underpins Digital Solutions Group. Digitalise has an established unique

development methodology, which ensures that our development remains dynamic, and is always a “work in

progress”.

Page 14: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Digitalise assists organizations in connecting their business to their suppliers, customers, and the rest of the

digital economy. The need for businesses to collaborate efficiently and swiftly with relevant supply chain

partners, using an appropriate technology solution is the fundamental premise on which this business model is

based.

Digitalise has system integration skills that manage the integration of sophisticated products .New systems

integration application will be designed using the .Net framework incorporating web services, which will

enable third-party vendors to easily connect to the interface. Web services are based on globally accepted

SOAP definition languages, which provide OS independence system integration across a common standard.

Digitalise Client Profile

Page 15: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Due to the demand for mobile data services and our vast experience in mobile application development we

created a division that is focused on mobile solutions.

We offer mobile technology consulting, product development, implementation, and innovation. We enable

network operators, Value added service providers and corporate clients to streamline business processes

through mobile technology.

Digital Mobile is a WASP (Wireless Application Service Provider) with global mobile networks and has vast

experience in working with African and global network operators to enhance customer acquisition strategies

and ARPU (Average Revenue per USER) and wallet share.

Our unique mobile solution development architecture with multiple presentation layers for different operating

systems adds huge value to our customer’s relationship marketing initiative, as Mobile is by far the fastest

growing channel. Digital Mobile was the most nominated WASP for Awards in 2004 Mobile Connect WASP

awards. We developed unique mobile architecture for M- commerce, M-ticketing, and mobile payments.

We provide cross platform custom built applications based on business requirements:

We partner with MNO’s and device manufacturers app stores and manage the submission to their app

(application) stores and updates on behalf of our Clients.

Page 16: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

Android Smartphones and Tablets

DSG has partnered with Nology www.nology.co.za to bring Smartphones and tablet devices to compliment

our range of mobile offerings.

These devices are manufactured in partnership with Qualcomm www.qualcomm.com using Qualcomm

chipsets and following the Qualcomm Reference Design (QRD) program.

QRD is designed to streamline the rapid market introduction of Android™ smartphones at lower

development costs — drawing on the technical innovation and product quality that have made Qualcomm

an industry leader. QRD offers you tools to help bring your product to market faster — including testing and

acceptance readiness for leading regional and operator requirements, a comprehensive ecosystem of third-

party providers, and easy customization options that allow you to save engineering costs and focus your

development efforts on differentiation

Page 17: Dsg profile april 2012

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Full Phone solution (HW/SW/ID)

Ready to-go-to market

GCF/CDG/CTS tested

Page 18: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

We represent uTest in Africa, Middle East & Indian Ocean and provide a usability service & quality

management via crowdsourcing to ensure highest quality user experience. Due to the variety of mobile

devices it makes business sense to crowd source this function and build a community of testers who have the

devices that are required for a particular test cycle. Whether improving quality, lowering time-to-market or

helping to control the costs of testing, uTest has an established track-record of customer success. Learn more

about our web, mobile, gaming and desktop customers.

uTest Client Profile:

We also distribute products via hosted and managed services on behalf of some of the leading Telco

technology vendors and have forged strong partnerships with Aepona, Teleca & SurfKitchen VAS-X, Adaptive

Mobile, and Mobile Tools.

Digital Mobile Client Profile

Page 19: Dsg profile april 2012

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Digital Mobile Case Studies

a. FNB Whisky Live Festival 2010 and 2011, iPhone and iPad Application (iOS)

Development highlights include complete integration via Web Services for the management of

Registration/Authentication, Whisky Recommendations, Whisky Exhibitors, Whisky Listing and Whisky Locker.

iPhone 2011

Page 20: Dsg profile april 2012

http://www.dsglimited.com, http://www.dsg.co.za and http://www.digitalmall.com

iPad 2011

To download the application you can got to iStore on device or to the below link

http://itunes.apple.com/ke/app/whisky-live-festival-hd

Page 21: Dsg profile april 2012

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b. Discovery Health, Insure Blackberry Application

Development highlights include complete integration via Web Services, login to verify policy information,

closest Emergency support such as Police Station utilising Google Maps, request emergency button and

dispatch of emergency support.

Type in the following link in your BlackBerry® internet browser: www.discovery.co.za/apps/blackberry/install/

or download via the Blackberry App World.

Page 22: Dsg profile april 2012

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c. MTN, Y’ello Stars Mobile Learning

MTN Y’ello Stars a key and fundamental employee

recognition program, which focuses on employee

to employee recognition, required Digital Solutions

Group; enable a Mobile Learning instance,

completely white labeled and integrated with MTN.

Digital Solutions Group embarked on a complete

scoping exercise with the inclusion of a complete

Business Requirements Specification based on an integrated solution,

providing MTN Employees with a far more cost effective and direct

mobile channel for completing nominations of MTN Employees who

have meet with or exceeded four (4) MTN fundamental pillars.

Mobile Learning through Web Services integrates with the current web based MTN Y’ello Stars process and

further allowed for the creation of MTN Network SMS initiation process to be implemented. The initiation

process requires any MTN Employee across 21 Operating Countries with the ability to SMS 083 YelloStars (083

93556 7827) and receive an SMS or Email with a one-time limited session to nominate or select a fellow

employee for meeting or exceeding key requirements.

Post nomination, Panel Members per Operating Country, specifically selected would complete a verification

process ensuring fairness and approval of the selected rating.

The Panel Member rating process has been incorporated into the Mobile Learning platform allowing for

complete management via the Mobile Channel. We have included below content specifically around the

MTN Y’ello Stars Mobile solution.

Development highlights include 21 operating country deployment, including Web Service Integration for the

complete Nomination and Panel Member Y’ello Stars process, which now mobile enabled.

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d. MTN United Against Malaria

As part of the United Against Malaria campaign, the mSurvey component was utilised to provide all MTN

OPCO’s (Operating Countries) with the ability to engage in content specifically related to Malaria and further

more participate in a Survey consisting of ten (10) questions.

Participation was managed via SMS where a unique SMS was delivered to a pre-defined group requesting

participation in the survey. The key to the Mobile Learning in this context relates to the initiation process where

the Survey is initiated and then presented via the Mobile device.

Mobile learning provides the ability to initiate simple one off campaigns which can be measured based on

the response rates and further more participants who have interacted in the survey.

The key when managing learning or dissemination of information via the Mobile Channel is that Mobile

Learning allows for learning to take place in sporadic intervals that are Byte Size in approach, another key

differentiator is the ability to reach anyone who has a mobile phone or knows someone who has a mobile

phones.

A key objective to always note is that learners “want to learn when they want to” and further more “where

they want”. Mobile Learning provides the platform for interaction based on the above objective with another

key ingredient “low technology threshold”.

The United Against Malaria campaign accessible via low end internet and Java enabled mobile phones

through the pyramid to smartphones allowed for interaction across several thousand employees with the key

objective of conveying information whilst participating in the learning process.

The campaign has been extremely successful with more than $250,000 collected and donated to cause and

fight.

Page 25: Dsg profile april 2012

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Participation via secure connection Participation in the campaign was managed via a secure connection and we have included below a

summary of the secure connection process from an internet and java enabled device:

mSurvey Participation

Post establishing a secure connection the participant was provided with a “Start” link post reading and

studying the published content.

Page 26: Dsg profile april 2012

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mSurvey Quiz completion

As noted the Mobile Learning process allowed for complete interaction and submission of personalised, track-

able learning:

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f. DSG Online Demo Experience

To experience the complete Mobile Learning solution visit http://mobiletools.digitalmall.com/demo/lite/ and

entering the following User Name and Password.

User name: dsg

Password : dsg

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Digital Mobile Partnerships

AdaptiveMobile is the leading mobile security provider of unified customer

protection for enterprises and individuals. The company offers

comprehensive proactive protection from the increasingly prominent

threat of mobile viruses, malware, inappropriate content, unsolicited

communications and spam at a corporate and consumer level.

Adaptive Mobile’s software works across all mobile and wireless bearers, for

all technologies including messaging, internet and video.

CIQUAL bring a new level of customer insight to Wireless Service

Providers. The company’s Insight suite of products help Marketing, Sales

and Customer Service departments WOW their customers by uniquely

understanding the customers’ experience to individually tailor the

customer service, offers and incentives users receive.

We have large corporate customers and have unique long term partnerships with content owners,

broadcasters and advertising agencies. We work with a multitude of Mobile Network Operators in Africa,

Middle Eas

t and Indian Ocean on their customer experience framework and mobile data strategies.

Mobile Tools: Mobilizing change is the core business of Mobiletools International.

The rapid, always-connected mobile content delivery and

collaboration platform can be used either as a stand-alone solution or

integrated into existing corporate systems. Mobiletools' end-to-end solutions are

used by organizations worldwide to achieve better results in their change

processes.

The solution is offered as a SaaS model that provides the benefits of no capital expense on hardware, rapid

deployment, and scalable architecture, no maintenance cost since the service will be hosted on our servers.

Our platform can be white-labeled with the user interface being branded to your requirements. In-house

deployment solution is available by installing the platform within your environment.

Mobile Learning Benefits:

Global content delivery network & server-side trans-coding of media files

Powerful user administration with scheduling and grouping

Automated SMS and email reminders

Mobile content delivery for videos, pictures, podcasts, blog entries, slideshows

Mobile Surveys (MSurvey) feedback & quiz functionality

User-uploaded media from mobile to facilitate collaboration

Web-based SaaS system for single point to administer the learning process – no software installs

needed

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Provides quick and cost-effective way of implementing learning module

Increase participant motivation and response

Learners learn when they want and where they want

Provides real-time feedback and results

Mobile device provides a personal and confidential means of learning

Once the environment is set up, multiple campaigns can be managed

An increasing number of Mobile Operators world-wide are opening

their networks to external parties to enable what Aepona terms

Network as a Service (NaaS), in which mobile network; billing and informational assets are

packaged and marketed towards 3rd parties such as Enterprises, SIs, ISVs, and Web/Mobile

Application developers. These assets are then available on-demand to a variety of B2B and B2C

applications and services across many vertical market segments.

By implementing NaaS, the Service Provider creates a multi-sided “Telco 2.0” business model,

consisting of traditional, end-user subscriptions as before, but now augmented with revenue

generated directly from the exposure of their network and billing assets to potentially thousands of

third party organizations.

NaaS introduces new commercial models such as revenue sharing for Bill-on-Behalf-of services, In-

Application Billing, charging for access to enablers, ad-funded models, and many others.

At a time when the growth of smartphones is putting pricing pressure on subscriber data plans

and handset players are launching their own application stores to deliver over-the-top

applications and services to subscribers, NaaS empowers operators to re-establish themselves in

the application value chain, and extends their reach into previously untapped markets via

partners such as Mobile Cloud Providers, enterprise solution providers and ISVs.

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The market for mobile Internet

applications and services has

fundamentally changed. Flat

rate data tariffs, network

advancements and devices like

the iPhone have redefined

consumer expectations and

forced the industry to reevaluate the whole user experience.

Central to this experience is the delivery of these mobile Internet services. It has been shown that a

compelling experience will ignite consumer demand for data services, but the industry is now challenged

with extending this experience beyond the smartest of smart phones to the billions of devices in the market

today.

We address this challenge head on by helping mobile operators and their partners overcome the

discoverability, usability and fulfillment challenges typically associated with the delivery of mobile Internet

applications and services on mass market devices.

We believe that finding, personalising and using mobile Internet services on any device should be as easy as

making a call. To realise this vision we have developed the SurfKit Mobile Internet Platform which includes:

SurfKit Storefront an intuitive on-device storefront for purchase of applications, widgets & other

mobile services

SurfKit Launcher an operator branded launch-pad for mobile services

SurfKit Service Creation Environment a cross platform runtime engine for rapid development &

deployment of new services using XML and JavaScript which integrates into web 2.0 services

SurfKit Home ‘zero click’ access to favourite or priority services on the Home screen

Experience it - (www.experienceit.co.za ) is our Event

Management Software Solution Company. Experience IT

provides event planners with a complete solution to increase

event attendance and decrease event costs.

By automating the event planning and management processes, our software enables you to focus your time

on strategic decisions rather than repetitive, time-consuming tasks. Our software is web based on demand or

SAAS (Software As a Service) event management solution that is easy-to-use and manages, tracks and

reports on every aspect of event activity throughout the whole event management process. The solution is

not restricted to only Internet enable attendees and its multi-channel communication architecture combines

a call centre, SMS, web and email to cater for the full spectrum of attendees.

There are three modules ; Pre event invitation and RSVP where a database is easily uploaded and managed

based on communications preference ; Event registration , printing of labels and optional seat allocation via

self help terminal and /or RFID tracking; Post event evaluation form, thank you note and reporting module.

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We have managed some of South Africa’s largest events such as Metro FM Music Awards, Old Mutual

Community Builder of the Year, The Budget Speech Banquet, SABC year end function and client awards, and

Telkom Teacher of the year. Some of our customers that use our software to manage all their events include

Old Mutual, Standard Bank, Wesbank, MTN, Vodacom and Proudly SA.

Experience IT Client Profile

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Digitalmall.com (www.digitalmall.com) is one of South

Africa’s leading e-commerce portals. Digital Mall online

store was the first in SA to be operationally profitable by

May 2000; capturing substantial sales volumes with

negligible marketing spend. Following this success many of the largest retail brands in SA joined the Digital

Mall network.

In January 2001 the Mail and Guardian voted Digitalmall.com as “the best online mall and best on line retail

site for 2000”.

Today we either offer a standalone multi- channel commerce solution for customers such as Verimark (the

largest direct marketing company in South Africa (www.verimark.co.za) , Eskom ( www.eskom.co.za ) and

Debonairs ( www.debonairs.co.za ) or we offer suppliers and media distributors such as Nu- Metro and Ster–

Kinekor, Krost , LG , Sony , Tarsus , Apple , Pinnacle Micro and many more the ability to offer their products

directly to the public via www.digitalmall.com as the online retailer.

The e-commerce market is growing steadily in Africa (it currently represents less than 6% of the population)

and we therefore constantly increase our range of products and services.

Digital Mobile Kenya is a joint venture between DSG and Capital Group

Keya. Due to the demand for mobile data services and our vast

experience in the mobile arena Digital Solutions Group (DSG) has

created Digital Mobile Kenya.

A venture with Mr. Chris Kirubi a leading Kenyan entrepreneur who has

interests in various sectors of the economy, ranging from media to real estate, manufacturing, insurance and

investments. He is a well–established and recognised media owner as Chairman of the Capital Group

comprising of a radio station, 98.4 Capital FM and Capital Digital Media.

The Capital Group is making a large footprint in the digital media world with the Capital FM website being

ranked very high Kenya.

We offer a variety of solutions that enable network operators, value added service providers and corporate

clients to streamline business processes through mobile technology. Digital Mobile is a WASP (Wireless

Application Service Provider) with global mobile networks and vast experience with African and global

network operators in their mobile data strategies.

We provide digital mobile solutions, ensuring revenue growth for operators and improved customer

experience. We developed unique mobile architecture for M-commerce, M-ticketing, and mobile payments.

We also distribute products via hosted and managed services on behalf of some of the leading mobile

technology vendors.

We have large corporate customers and have unique long term partnerships with content owners,

broadcasters and advertising agencies.

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SilkRoad Africa is a joint venture between DSG and SilkRoad.

Let SilkRoad Streamline Talent Management at All Employee

Touch Points. We believe that your talent base is not only the

foundation of your organization but what gives you a key

competitive advantage in the marketplace.

Our complete suite of talent management solutions allows human resource professionals to strengthen and

personalise employee experiences, resulting in a more motivated and engaged workforce.

We focus on the people, not the numbers, and pride ourselves in being the only HR technology vendor to

center our efforts on helping our clients provide truly positive talent experiences. Spread the smiles with

SilkRoad's talent management software.

Co Digital is a joint venture between DSG and Cosoft. Cosoft

provides complete information systems solutions for the restaurant

industry. Our solutions have been tried and trusted by leading

companies since 1994.

Our products were born through the ever-expanding home delivery sector of the hospitality industry,

specializing in providing the industry with tools to actively build relationships with customers. Our complete

solutions include software, hardware, networking, training, consulting, support, enterprise management and

data warehousing.

Whether you are a neighborhood restaurant or world-wide chain, we can provide you with tools that will

enable you to run your business more successfully. The system can run on a touch-screen interface or can be

keyboard driven which is sometimes preferred where customer details are required to be captured into the

system – such as in the case of a delivery business such as Pizza. It supports Table Service, Quick Service and

Home Delivery restaurant formats.

The system does not use any proprietary hardware and runs on the Microsoft Windows operating systems. We

do not insist on using our own hardware, although this is recommended to avoid installation problems where

equipment is not to our recommended specification.

An Internet connection is required for software updates, remote software support and to make use of our

enterprise services. The system continually upgrades itself via the Internet so enhancement request from

Franchise Head Offices continually make their way down to the franchise base.

Our products are made up of the following:

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Aura Invoicing; Aura Mobile; Aura BackOffice; Aura Contact Manager; Aura Customer Countdown;

Aura Driver Station; Aura Prep Station Monitor; Aura Kitchen Monitor; Aura SMS Agent; Switchboard

Integration; Aura Enterprise; Consolidated Analysis across the enterprise via the Internet; Virtual Private

Data networking through cellular network (APN);

Digital Talent was established in 2007 with the focus on

permanent and temporary placements for small and

medium sized businesses. Our primary function is to

source the most suitable candidates that fulfill our client’s

requirements by completely evaluating the required skills,

qualifications and behavioral profiles.

Through experience, we have identified that there is a gap between matching the right candidate with the

right skills to the right position. Digital Talent (Pty) Ltd. is attending to this need by spending quality time with

our client’s and candidates so that we can gain a clear understanding of the culture of the organization as

well as the personality traits and skills required for the position.

With our extensive hands-on experience in the ICT Sector and our wide network of contacts, Digital Talent

(Pty) Ltd. is perfectly positioned to assist in finding the perfect candidate for any company or to find the

perfect job for any candidate.

Digital Affiliates was launched to enhance the

online marketing strategy of our customers through

“performance based” marketing. We developed unique software which tracks the origin of sale and

provides reporting on commission to affiliates purely based on performance and reduces element of risk. Our

clients benefit from increased sales -through wider ad distribution.

Employee Relationship Marketing Solutions

(ERMS) is the fusion of Win Win Group

(www.winwin.co.za) people innovation and

DSG relationship marketing & technology innovation. The joint venture

formed in March 2008 was conceived to enhance total employee experience. A firm's first customers are its

own employees. If the staff understand and wholeheartedly endorse the firm's goals, they will take care of

external customers and achieve desired company performance.

A firm wants its external customers to consider themselves part of the family and its staff to feel that they are

respected and their needs are met. The employees should know and feel that they are the brand.

We unleash people to unleash performance and create cultures that perform because people are inspired

and proud. The employee experience design of ERMS focuses on the “on boarding” experience through our

“Insider” program and total talent management solution, which tracks key employee metrics over time.

We provide ongoing training/ interventions such as “I am the brand”, “Business of Winning” and custom

motivational events .We provide access for e-learning of 480 programs with online mentors and we facilitate

employee privileges and reward programmes.

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DSG Corporate Social Investment

The Digital Solution Group believes in the values of corporate social investment and is actively involved in a

number of projects. Overall more than 10% of group profit is invested back into the community.

Sponsorship of Nelson Mandela Foundation ICT Strategy, Web Site, Webcast, 0800046664 Contact

Centre, 46664 Campaign (www.46664.com).

Sponsorship of Contact in Gauteng Industry portal (www.callcentres.co.za).

Sponsorship of BAC (Business against Crime) and SAPS Crime Stop initiative.

Participation in the Proudly South African Campaign www.proudlysa.co.za

Sponsorship of the Maharishi Institute with furniture , PC’s and website (www.invinciblesouthafrica.org)

Sponsorship of Invincible Outsourcing Contact Centre Presence Licensing.

Sponsorship of ecommerce and mobile learning for United Against Malaria

(www.unitedagainstmalaria.org )

DSG Values

Communication

Honest and open communication through accessibility, information sharing and freedom of expression

Continual Improvement, Growth and Development

Encouraging continual improvement to the benefit of customers and the Group by creating an environment

for all individuals to develop to their fullest potential

Customer Service

A total focus on customer needs to meet or exceed their expectations at all times

Empowerment, Accountability, Participation and Entrepreneurship

Encouraging individual empowerment and accountability and fostering participation and entrepreneurship

“Can Do” Attitude

We have a “Can Do Attitude” and live up to Walt Disney famous words “It’s kind of fun to do the impossible”

Equal Opportunity

Promoting equal opportunity without any exclusion

Integrity, Professionalism and Ethics

Consistently conducting ourselves in an honest, professional and ethical manner with a “Can Do!” attitude

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Quality

Pursuing quality as a way of life

We are all MAD (Meticulous Attention to Detail)

Being totally focused on the detail of everything that we do

Respect, Dignity and Trust

Valuing and respecting individuality, upholding human dignity and nurturing trust

Synergy and Teamwork

Harnessing the strength of each individual and the unit to provide superior value to the benefit of customers

Effective Leadership

Leadership that ensures decisive action, clear strategic direction and alignment of goals

Wealth Creation and Fair Reward

Optimising the creation of wealth by providing recognition and fair return to all

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DSG Group Case Studies

Independent Electoral Commission

On the 28th of September 2003 The Independent Electoral Commission of South Africa

awarded a consortium including DSG, a three-year contract for the supply of Call Centre

Services and Management.

The contract was awarded to the consortium based on the following:

A proven and respected track record in outsourced Call Centre Management.

A fundamental understanding of the unique recruitment needs of both the Call Centre

environment and the individual alike.

A world class, stable and well known Contact Centre Telephony Platform.

The service provider had to have an agile and flexible organizational structure and billing

solution.

A non-negotiable requirement specified by The Independent Electoral Commission of South Africa required

the set-up and implementation of the IEC Contact Centre by no later than 01 October 2003. The stringent

deadline meant that the consortium were required to set-up the Contact Centre, recruit and train 30

Contact Centre resources capable of conversing in a minimum of 5 vernacular namely (English, Afrikaans,

Zulu, Xhosa and Sotho) and ideally all 11 official languages within three business days.

The Independent Electoral Commission initially required the management of an outsourced Contact Centre

with the following capability:

1. Contact Centre Management.

2. Contact Centre Staffing, Training and Quality Assurance Management.

3. Contact Centre Call Flow Routing and Scripting and Management.

4. Contact Centre Reporting and Business Intelligence.

5. Contact Centre Technology Management.

The initial tender specification required 26 seats to be available. The consortia, through experience in the

Contact Centre industry, believe that all clients, regardless of the nature of their businesses, move through

what is commonly referred to as a ‘solution cycle’. The ‘solution cycle’ entails the realization of a specific

business need and the action taken to address the need by implementing a customized Contact Centre

solution which is constantly re-invented based on the dynamic nature of the business.

A comprehensive analysis and interpretation gained via voter and Contact Centre resources interaction

analysis on a daily basis identified the definite and immediate need for the initial IEC contact center

requirements to be considerably enhanced and expanded.

The trends within the first few weeks showed a need to increase capacity from 26 seats to 48 seats and as the

marketing campaigns for the first Voter Registration weekend in November increased we soon realized that

110 seats were required for the increased call volumes anticipated on the weekend.

The consortium reacted very quickly and constantly recruited, trained and accredited new staff members to

accommodate the ongoing demand to increase capacity and managed to expand the technology

infrastructure within record breaking times of a few days and sometimes a few hours.

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The investment required in expanding the infrastructure surpassed R3 million of capital expenditure and over

779 people had to be recruited and trained which in itself a tall order due to time constraints.

The upgrades to the infrastructure had to happen late at night and on weekends in order not to disrupt the

services rendered during working hours. After the first round of registration a post mortem analysis implicated

that automation of certain recurring interactions that did not require human intervention would be ideal for

the IEC due to unexpected large call volumes and a need to offer the service at extended hours, to be able

to cater for entire public which includes night shift workers.

The projected cost saving based on financial modeling by launching an automated solution illustrated a

huge Return on Investment (ROI), and the revenue was therefore channeled to other business departments

within the Independent Electoral Commission.

We proposed the Voice Genie Voice XML platform as we already utilized this platform and had experience in

configuring the system and integrating into our environment as well as we could capitalize on the investment

already made in the www.elections.org.za website. The system allowed customers to now access all the

information available on the website via the telephone using a TTS (text to speech) engine.

The Voice XML IVR solution was approved on the 10th of December 2003 and was launched on the 23rd

December, once again meeting the IEC stringent time constraints and putting in many long hours in order to

configure the platform and record 20,000 audio prompts in all official, languages in a few weeks. The 120 port

IVR implementation paid for itself within the first 22 days in January, once the second round of registration was

complete, and we managed to automate over 70% of the calls.

The January registration weekend (24th and 25th) was handled efficiently with over 90% of the calls being

answered within 25 seconds with a considerably low CRM count.

We then planned for the Elections on the 14th of April and re-configured the IVR in order to communicate

interim results and voting related FAQ.

Apart from utilizing the IVR as a self help channel we also proposed to the IEC to use an SMS facility which was

also implemented in January 2004 across all networks with the ability to SMS your ID number and receive an

automated response of registration status. In March 2003 the IEC launched another self help facility utilizing

the FNB ATM infrastructure which allows the public to verify their registration status via the ATM

The response from the public has been overwhelming and very positive and Digital Mall and its consortium

partners are very proud to be associated with the IEC and contributing to a fair democratic elections

process.

TNM Malawi

TNM serves 80% of the corporate market in Malawi. The network has extensive coverage in all 3 regions and

districts of the country. TNM Malawi’s focus: improvement in service, growth in subscribers and expansion of

its existing mobile network capacity from current core capacity of 1 million subscribers to 1.5 million subscribers

by 31 December 2009.

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TNM Malawi, with its objective to reach 1 million subscribers and its focus on delivering superior Customer

Experiences engaged with Digital Connect a member of the Digital Solutions Group, to provide an

upgraded, multi channel, multi media Contact Centre allowing for TNM Malawi to leverage its Network

investment and expansion.

Digital Connect, selected a core, highly skilled consulting services team which completed an initial site

analysis and audit to determine the current Contact Centre specific platforms and integration requirements

with the core TNM Malawi network.

Digital Connects initial audit, noted that the current capacity serving the growth would require the Contact

Centre platform be upgraded to meet with growing Consumer expectations and demand. Digital Connect

from the initial audit and scoping of Business Requirements recommended the Asterisk IP based telephony

platform which would meet with current and future growth expectations.

TNM Malawi, further requested Digital Connect complete Maximiser CRM softphone integration with the

Asterisk IP based telephony platform which was completed prior to proceeding with the deployment. The

softphone integration was successfully with no additional investment requirements. The net result a

completely IP based, integrated Contact Centre telephony platform that would meet current and future

development requirements.

With the Asterisk IP Telephony Platform providing for SS7 management through a completely integrated SS7

Gateway, TNM Malawi requested direct integration with the TNM Malawi core networking switches. This

would entail utilising SS7 instead of PRI as the manner through which calls would be processed by the Contact

Centre. This was successfully implemented with two (2) tier 1, core network switches including Huawei and

Alacatel, where Digital Connect completed 8 (eight) SS7 connections (equivalent to 8 PRI’s), split call load

across between the Huawei (4 x SS7 links) and Alacatel (4 x SS7 links).

The SS7 integration a key component now allows for all calls made by Consumers to be processed On Net

and further more all outbound calls to be pushed through the core networking switches remaining On Net.

With the Contact Centre platform allowing for the management of Back Office extensions, TNM Malawi

opted for the replacement of the current incumbent PBX provider allowing for all Back Office Corporate users

within TNM Malawi to utilise the Asterisk IP Telephony platform. This again further leverages the benefits of the

SS& gateway allowing for calls to remain On Net and further more allow for Corporate users to forward there

office lines to TNM Malawi specific Mobile numbers at no additional cost to TNM Malawi.

TNM Malawi further had a requirement to manage the Contact Centre environment, Corporate Back Office

users and in addition eight (8) Retail Branches across Malawi. The requirement to provide an additional 32

devices, four (4) per Retail branch all access the centralised Asterisk IP Telephony platform.

In summary the deployment of the Asterisk IP Telephony Platform has:

1. Reduced capital investment for TNM Malawi by 45% in comparison to proprietary platforms.

2. Allows for complete Contact Centre Management with a complete Contact Centre Real Time monitoring,

Voice Recording per conversation per agent, Service Level monitoring, Quality Assurance management with

the ability change any QA by TNM Malawi, Historic Reporting and Digital Wallboard output.

3. Allows for direct integration with the Maximiser CRM softphone with no additional investment.

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4. Allows for integration with the TNM Malawi core network switches via SS7gateways with no middleware with

no additional investment.

5. Allow for Corporate Back Office extension management.

6. Allow for Switchboard management for two (2) specific locations within the TNM Malawi Corporate Head

Office.

7. Allow for eight (8) Retail branches spread across Malawi to access the centralised Asterisk IP Telephony

platform all processed and managed On Net.

Africom Zimbabwe

Africom is a converged communications service provider with a unique people-centered approach. We’re

not simply passionate about technology; we’re passionate about changing the lives of people by providing

unrivalled connectivity and offering unlimited access to information.

We are building and continue to expand telecommunications infrastructure in Africa. In addition to being a

pioneer, private equity investor in telecommunications infrastructure in Zimbabwe, we are also among the first

in Africa to build a wholly IP (Internet protocol) based telecommunications network encompassing satellite,

fibre and broadband wireless access.

More recently, we have invested in a CDMA network, which will enhance our capacity to deliver truly

converged voice video and data services of superior quality. Our billing, CRM and financial modules are

integrated to deliver convenience and exceptional value for our customers.

Digital Connect a member of the Digital Solutions Group proposed the uniquely appropriate DBOT Model

which required Digital Solutions Group initially design and build the Africom Telephony platform in South

Africa, based on comprehensive workflow processes. This included interacting with a number of stakeholders

including Africom and VasX.

Digital Connect a member of the Digital Solutions Group provides complete Service Level Agreement

support to Africom with further expansion planned for 2012. With the Asterisk platform dimensioned for growth

African will only be required to invest in additional Service Agent Hard SIP Phones, Headsets and

QueueMetrics Licensing.

In summary the deployment of the Asterisk IP Telephony Platform has:

1. Reduced capital investment for Africom in comparison to proprietary platforms.

2. Allows for complete Contact Centre Management with complete Contact Centre Real Time monitoring,

Voice Recording per conversation per agent, Service Level monitoring, Quality Assurance management with

the ability to change or implement new QA outputs, Historic Reporting and Digital Wallboard output.

3. Allows for integration with the Africom via SIP with no middleware and no additional investment.

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4. Complete management per Team Leader and Contact Centre Manager based on login authentication

ensuring assigned and grouped Agents are monitored, with the net result of enhanced productivity.

5. The redundant upgrade now provides access to centralised web based applications, which contain

business intelligence such as frequency, Call arrival trends and patterns and key Contact Centre

performance statistics.

6. Accessing web based applications that allow for anywhere, anytime access to determine Agent activity,

Service level management and Quality Assurance.

COMAIR LIMITED

The Digital Solutions Group (DSG), a relationship marketing, multichannel contact centre and commerce

solution provider, in its ten years of existence, has implemented a number of relationship marketing and

management, service and technical innovations, which has seen a number of organisations invent and re–

invent their businesses, contact centre operations and communication strategies.

Digital Solutions Group continuously emphasises the importance of remaining Customer Centric, whilst utilising

new technology which ensures Contact Centre’s exceed operational objectives and increase revenue

opportunities across all touch points, whilst adhering to organisational service levels.

As such, Digital Solutions Group approached Comair Limited an organisation which for more than 50 years,

has provided products and services of consistent value, reliability and professionalism and today carries an

average of 1.8 million passengers per annum locally and regionally with British Airways and kulula.com, with

the opportunity to upgrade its entire Contact Centre telephony platform with a new generation Asterisk IP

based telephony platform.

Comair Limited with its reputation of quality, and passion for service, agreed that the current telephony

platform servicing 130 Contact Centre Agents was not suitable to its current Contact Centre objectives and

performance and would not sustain its position as a major player in the South African aviation industry unless

improved upon.

As part of the exploration and evaluation of the Comair Limited Contact Centre operations including British

Airways and kulula.com, Comair Limited agreed that service being a key differentiator in the aviation industry,

would require the implementation the Asterisk intelligent IP based telephony platform that would serve as the

foundation and framework on which to understand Customer behaviour, loyalty and further evaluate

purchase frequency, whilst building and maintaining enduring customer relationships through all stages of the

customer lifecycle.

Digital Solutions Group evaluated a number of environmental factors and trends that would contribute to the

strength of implementing the Asterisk IP based telephony platform within the British Airways and kulula.com

Contact Centre, whilst focusing on differentiating through service which include:

Improvement in the Contact Centre’s ability to focus on increasing sales and service delivery.

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Focus on the widening Agent skill sets with the primary objective of improving service levels

across both British Airways and kulula.com.

Access to centralised web based applications, which contain business intelligence such as

frequency, Call arrival trends and patterns and key Contact Centre performance statistics.

Building of a complete profile based on how Comair Limited Customers interact with the said

Contact Centre’s.

Accessing web based applications that allow for the management of telephony utilisation

across the Contact Centre’s.

Accessing web based applications that allow for anywhere, anytime access to determine

Agent activity, Service level management and Quality Assurance.

Setting the Quality Assurance standards, a first for both the British Airways and kulula.com

Contact Centre’s.

Integrated and Redundant Asterisk IP Telephony Platform

Implementation without interruption

Telkom PRI Z-Screen communication

Voice LAN and Management of IP Telephony

Digital Virtual Extension Manager

Implementation of all Call Flows prior to Deployment

Contact Centre Metrics – Managing demand

Web based “Anywhere, Anytime Access”

British Airways and kulula.com Contact Centre Management have access to both Queue Metrics a web

based application which allows for complete remote real time monitoring, real time tracking and

performance management coupled with Aspivia DSG’s SaaS (Software as a Service) Telephone Intelligence

ensuring the following operational efficiencies be achieved:

1. Leveraging the centralised Asterisk IP Telephony platform to communicate when remotely

located through the Soft Phone as if Contact Centre Management team where at the office.

2. Leveraging web based architecture such as Queue Metrics with the primary objective of

providing complete visibility to Contact Centre Management remotely.

3. Leverage web based SaaS architecture such as Aspivia which reduces the cost and complexity

of managing mobile and voice infrastructures, which provides continuous visibility and insight into

Comair Limited’s carrier costs and telecommunications effectiveness.

Change Management – Agent, Supervisor, Quality Assurance and Training requirements

Digital Solutions Group further conducted sessions with the Supervisors, Quality Assurers and Contact Centre

Management with the objective of leverage the new implemented applications with the primary purpose:

1. Monitoring and measurement – the importance for Comair Limited and how this needs

to be incorporated in the performance management and evaluation.

2. Change management and the ability to leverage Queue Metrics to conduct real time

monitoring or post activity Quality Assurance. The QA model built into Queue Metrics

now provide Quality Assurers with the ability to conduct continuous coaching and call

audits in line with Contact Centre and Organisational objectives.

3. Understanding the purpose of Queue Metrics, the information available, the granular

data available and the ability to understand how the Contact Centre is performing

however most importantly the level of quality being delivered.

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LEO (Formerly CELL ONE) MOBILE NETWORK OPERATOR

The Namibian Mobile Market monopolised by MTC (Mobile Telecommunications) for 11 years with an area

network surface coverage of 46% increasing to 67% by the end of 2006 has invested a over sustainable

period into providing network which services local Namibians. MTC recently increased its network activity

which including the launch of 3G, with MTC seen as the third provider on the African Continent to offer 3G

indicating the intent to keep its stronghold on the Namibian Mobile Market being made clear.

In August 2006, the Namibian Communications Commission awarded the second GSM operator license to

telecommunications company Powercom. Namibia's second mobile operator launched in Windhoek, March

2007, under the brand name Cell One with Cell One committing to investing over $139 million (R$1 billion)

during the next 18 months to continue building and rolling-out its technologically advanced network.

Digital Solutions Group, with previous Contact Centre DBOT (Design, Build, Operate and Transfer) experience

in Africa was awarded the Contact Centre tender in November 2006 with the responsibility of setting up,

deploying and managing the Powercom, Cell One contact centre utilising South African skills, expertise and

knowledge for a period of 18 – 24 months.

Digital Solutions Group proposed the uniquely appropriate DBOT Model which required Digital Solutions

Group initially design and build the Cell One contact centre by January 2007, interacting with a number of

stakeholders including Powercom, Cell One, Telecom Namibia, Nokia, Aricent, Logical, UCS Software, Digital

Connect and Emerald.

Digital Solutions Group further to the design and build responsibility of the Contact Centre, accepted

additional responsibility for the design and build of the onsite Retail store, technical support, NOC (Network

Operations Centre), server room and IT hardware requirements, redundant power sources, chill zones,

coaching zones and software development prior to January 2007.

Digital Solutions Group achieved the following for the Powercom, Cell One launch including:

1. Sourcing a suitable location based on environmental factors and infrastructure requirements

including national power sources, telephony and exchange nodes, networking centralised

connectivity between four (4) key locations, transportation routes, labour demographics and

potential skills whilst adhering to prevailing labour conditions.

2. Designing and Building the second Namibian Contact Centre during the November and December

festive period.

3. Management of appointed Architects and Contractors, whilst focusing on Technical Architectural

requirements for Powercom, Cell One, Nokia, Aricent, Emerald, Digital Connect and Logical (ensure

all hardware/software be delivered prior to January 2007).

4. Configuring, testing and shipping a fully deployable Asterisk Contact Centre PBX platform to Namibia

and integrating with the Cell One GSM switch using an SS7 Gateway.

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5. Develop an interim CCBS Call Centre Billing System application in South Africa as a temporary

solution prior to Powercom, Cell Ones CCBS launching.

6. Conducting recruitment and selection of Retail and Contact Centre staff in a market with little to no

Contact Centre skills and experience.

7. Planning and conducting Retail and Contact Centre Staff NQF aligned training by exporting

knowledge, skills and experience from the BPO sector in South Africa.

8. Defining Service Level and Relationship Agreements with all stakeholders.

9. Providing operational Contact Centre Management including Workforce Management principles and

practices.

Nando’s South Africa

In June 2000, The Virtual Call Centre was selected by Nando’s as its outsourced business processing centre.

The Virtual Call Centre a member of the Digital Solutions Group a relationship marketing, multi – channel and

commerce solution provider has since June 2000, implemented a number of relationship management

innovations which has seen Nando’s invent and re – invent its business, communication style and strategy.

The Virtual Call Centre emphasised the importance of remaining Customer Centric and constantly utilising

new communication and relationship marketing principles within the Nando’s business processing centre.

In order to ensure that the communications strategy from Nandos is consistent across multiple channels Digital

Mobile developed campaign management methodology and software called SmartContact

(www.smartcontact.co.za).

SmartContact would leverage the WASP (Wireless Application Service Provider) facilities within the Digital

Solutions Group and create cost-effective distributable, customisable and targeted, Email and SMS

campaigns within an easy to use web based application that includes full tracking and reporting.

Market research conducted prior to the development of SmartContact found response rates to be far higher

when utilising targeted mobile marketing campaigns than any other medium. Mobile marketing success is

measured at a 40% response rate in comparison to a 3% response rate for direct mailing and a 1% response

rate for Internet banner advertising campaigns.

We evaluated a number of South African environmental factors that would contribute to the strength of

mobile marketing which include:

1. Effective and response orientated communication.

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2. A society with high mobile phone market penetration.

3. Strong appeal to the 14 to 35 year market segment.

4. Effective and personalised 1 to 1 communication.

5. Effective spontaneous, direct, interactive and targeted communications medium.

The Nando’s objective in 2008 was to get to know their customers and increase frequency and wallet share

from customers. Therefore the campaign was dubbed “What’s your Flava”? The campaign focused on

driving additional ‘feet ‘to Restaurants and to increase the awareness of the nearest store to the customer

and have better insight into customer preferences.

The Virtual Call Centre met with the Nando’s “What’s your Flava” campaign objectives where the following

was achieved:

1. Implementing a first to market 34141 mobile Voucher SMS redemption competition.

2. Segment and process 25,000 Nandos virtual vouchers.

3. Store, match and reference incoming SMS messages from 34141 and responding to Customer as to

whether they have won or not.

4. Design an “instant” Customer feedback and voucher redemption component.

5. Provide the business processing centre with a re – allocation

Phumelela South Africa

JSE-listed Phumelela Gaming And Leisure Limited is the horseracing and/or tote betting operator in seven of

South Africa's nine provinces and is recognised as a world leader in harnessing the latest technology to

globalise horseracing.

Phumelela, based at Turffontein Racecourse in Johannesburg, operates five racecourses, five training

centres, over 200 tote outlets, two (2) telephone-betting call centres with 120 seats in Johannesburg and ten

(10) seats, supported and maintained by Digital Connect a member of the Digital Solutions Group and an

online tote betting site.

Phumelela’s vision extended beyond the borders of South African horseracing from the outset and today the

company through Phumelela Gold Enterprises (PGE), a joint venture with Gold Circle managed by

Phumelela, is a major player in the international arena.

Selected live racing from a host of countries, including the UK, Dubai, Singapore, Hong Kong, Australia,

France, Mauritius and the USA, is imported daily and South African horseplayers are able to watch, and bet

on, the cream of horseracing from around the globe.

Phumelela selected Digital Connect a member of the Digital Solutions Group in 2007 to complete the

migration to a fully managed IP PBX for its Johannesburg 120 Contact Centre. Phumelela further selected

Digital Connect to deploy the Contact Centre in Port Elizabeth in 2009 due to the value derived from the

deployment in Johannesburg.

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The deployments for both Johannesburg and Port Elizabeth included full hardware sourcing, provisioning,

configuration and deployment across both geographically dispersed Contact Centre Sites. Both Contact

Centre solutions require remote hands support and further more onsite support in the event of large volume

race days.

The deployments require complete management of the networks the Contact Centre utilises for the

management of calls. This includes redundancy solutions with complete IP Address management for SIP

Hardphones.

Digital Connect as part of its solution offering provides Phumelela with a Platinum Service Level Agreement

which provides for 2 Hour MTR (Mean Time Response) and a 4 Hour MTTR (Mean Time to Resolve). Digital

Connect through its own 24/7 Business Support helpdesk ensures continuous uptime and further engages in

proactive monitoring with the primary objective of ensuring continuous uptime across all hardware and

software deployed.

Digital Connect a member of the Digital Solutions Group recently (February 2012) completed a full solution

upgrade to Phumelela Johannesburg which included:

Complete new Dell Server procurement for the redundant solution offering.

Complete Operating System and Platform configurations through the South African local Lab,

using Virtual Machines with the primary objective of completing pre-testing and evaluation prior

configuration of the Dell Servers.

Ground up installation utilising complete new Dell Hardware including configuration in the South

African Labs, prior to onsite deployment.

Utilisation of current and existing SIP Devices (SNOM 320) across all 120 seats effectively

extending the longevity of the devices/phones utilised by Agents.

Onsite installation, deployment and activation prior to Contact Centre opening within its business

hours.

In summary the deployment of the Asterisk IP Telephony Platform has:

1. Reduced Capital and Operating investment for Phumelela for its 120 Seat Contact Centre in Johannesburg

and 10 Seat Contact Centre in Port Elizabeth.

2. Allows for complete Contact Centre Management with complete Contact Centre Real Time monitoring,

Voice Recording per conversation per agent, Service Level monitoring, Quality Assurance management with

the ability to complete call ratings, Historic Reporting and Digital Wallboard outputs per Team Leader.

3. Complete management of both voice networks and infrastructure, including five (5) PRI’s with Toll Free and

Share Call numbers.

4. Complete management per Team Leader and Contact Centre Manager based on login authentication

ensuring assigned and grouped Agents are monitored, with the net result of enhanced productivity.

5. The redundant upgrade now provides access to centralised web based applications, which contain

business intelligence such as frequency, Call arrival trends and patterns and key Contact Centre

performance statistics.

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6. Accessing web based applications that allow for anywhere, anytime access to determine Agent activity,

Service level management and Quality Assurance.

7. Integrated and Redundant Asterisk IP Telephony Platform.

8. Implementation without interruption.

9. Voice LAN, Data storage and Data Backup’s onsite and offsite including and Management of IP Telephony.

TransUnion Mead & McGrouther

In April 2004 Digital Mall has

developed a mobile

application for Mead &

McGrouther which

introduced an electronic

delivery system to smart

phones. Mead and

McGrouther is an

independent unbiased

company who has served

the entire Motor related

industry for over four

decades. Its unique code

and descriptions and

vehicle values have become part and parcel of any motor related transaction. In certain market segments it

has even become known as the” little bible”.

The mobile application works online and off line and supports all mobile operating systems available in SA i.e.

Windows CE, Symbol, Symbian, and Palm OS.

This technology gives the subscriber the option of migrating from print to electronic.

The mobile application retains the portability of the printed guide, yet offers multiple business benefits to the

user. As opposed to the printed Dealers Guides which are posted to the subscriber, the mobile application is

updated regularly via GPRS or Bluetooth or via PC to phone and is delivered to the subscriber on a monthly

basis. The files can be downloaded onto the device via the Hot-Sync cradle.

The updated files are sent out to subscribers prior to the beginning of the following month. The information

contained is then transferred onto the device by following an easy download process.

It takes approximately 1 – 2 minutes for the GPRS /3G download process to complete downloading the

application for the first time and under minute for updates.