Dimension Data has created three new senior management positions within its Customer Interactive Solutions (CIS) team to bolster national capabilities.
The services integrator has brought in Ian Dundas from consulting firm, Infinity International, to take up the newly created role of national consultancy manager for CIS solutions.
It has also shifted Michael Brand from NSW technical manager for CIS to national services manager. Former partner account manager, Jason Thals, has taken up a new position as national solutions manager.
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. "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 approach to designing their customer management framework," Allman said. "We wanted to have more of a national structure to mirror that."
The company had also appointed about 35 additional people to look after CIS during the past 18 months, bringing its total staff to 120.
Allman said it currently represented about 20-25 per cent of Di Data's total business in Australia. Its current market 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. It would also be able to make further headway with its more recently developed workforce optimisation and interaction management solutions.