Dimension Data has announced a new national management structure as it seeks to widen the scope of its Customer Interactive Solutions (CIS) team.
The services integrator has created three new senior management positions within the CIS team. Ian Dundas, a former partner in consulting firm, Infinity International, will take up the newly created role of national consultancy manager for CIS solutions.
Former NSW technical manager for CIS, Michael Brand, has shifted to a CIS national services manager role. Former partner account manager, Jason Thals, has become national solutions manager for CIS.
National business manager for CIS, Robert Allman, said the changes reflected Di Data's plans to expand sales across its CIS practice, as well as take a more national approach to delivering these solutions. Previously, the division had catered to customers at a regional level, he said.
"It will also encourage us to reuse our IP both locally and globally," he said.
The CIS team caters to five solution areas: contact centre; self-service and natural speech; workforce optimisation; interaction management for desktop; and IP centres.
"We have observed that customers are increasingly taking a national and even international focus on their organisation and how to design their customer management framework," Allman said. "We wanted to have more of a national structure to mirror that."
In the past 18 months, the company had also appointed about 35 additional people to look after CIS, he said. The brought the total number of staff to 120.
Allman said CIS currently represented about 20-25 per cent of Di Data's total business in Australia. Its current market segment strongholds include banking and finance, service provider and telcos, and top 100 enterprises.
With the new management resources, the CIS team would be able to expand into the wider marketplace, he said.