digital solutions group profile 2013

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]

http://www.dsglimited.com/

http://www.dsg.co.za/

http://www.digitalmall.com/


Background

Digital Mall (Pty) Ltd was 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’s 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 R42.5 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.

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 did 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 core focus.





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 & management services. New

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

extranet), Mobile device, 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].




mailto:[email protected]


Group Structure

DSG comprises of four vertical solution pillars covering all markets, and the group promotes co-operation

between the various pillars wherever possible to optimise effort and enhance the value proposition to our clients

through combining extensive internal skills. In order to service the solution pillars, DSG is made up of 9 divisions

as detailed below.

Summary of Group Companies and Operations

DSG has 9 divisions within the group providing specialist solutions advice. The divisions are detailed below:

1. Employee Experiences

Employee Relationship Marketing Solutions (ERMS) is the fusion of Win Win

Group (http://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.




http://www.winwin.co.za/


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.

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.

Mobile Tools: Mobilising 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

Provides quick and cost-effective way of implementing learning module

Increase participant motivation and response




http://www.silkroad.com/human_resource_software/talent_management_software.html

http://www.silkroad.com/human_resource_software/talent_management_software.html


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

2. Customer Experience Management

The Virtual Contact Centre is 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 Centre’s 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.

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.





Virtual Contact Centre Client Profile

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.




http://www.digitalconnect.co.za/


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.

Digital Connect South African and African Client List:





3. Mobile Application Ecosystem

Digital Mobile is a division created due to the demand for mobile data

services. Given our vast experience in mobile application development

we created this division to focus on mobile solutions.

Digital Mobile offers 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 the 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 application stores and manage the submission to their

application stores and updates on behalf of our Clients.

Digital Mobile is responsible for providing solutions into the entire mobile application ecosystem, end to end.

With this in mind, we have developed solutions to enhance the value chain from MNO’s through Retailers to

the end user.

Digital Mobile Client Profile

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.




http://www.experienceit.co.za/


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.

ExperienceiT Client Profile

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.

Originally, 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”.

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

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

QRD allows you to select from available development platforms, obtain schematics, board layouts,

documentation and tools to design a device based on a QRD. QRD makes available a Preferred Vendor List

from which device manufacturers may select available third party software applications and third party

hardware components which have been tested against various QRDs.

Complete Phone




http://www.nology.co.za/

http://www.qualcomm.com/


Full Phone solution (HW/SW/ID)

Ready to-go-to market

GCF/CDG/CTS tested

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





4. Digital Cloud Based Solutions

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.





http://www.verimark.co.za/

http://www.eskom.co.za/

http://www.debonairs.co.za/



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.






Flexible Engagement Model

Consulting – Outsourcing – Co Sourcing - SAAS or Managed Services

On Demand Delivery

eliminates 80% of ownership costs





Strategic Partnerships

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

technology vendors and have forged strong partnerships with uTest, Adaptive Mobile, Ciqual, Mobile Tools,

Card Mobili, Agilis, Communitake, Watchitoo, m-Wise, Via Consulting and others.

DSG represent uTest (www.utest.com) in Africa, Middle East & Indian Ocean and

provides 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:

AdaptiveMobile (www.adaptivemobile.com) 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 (www.ciqual.com) 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 East and Indian Ocean on their customer experience framework and mobile data strategies.

Mobile Tools - Mobilising 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.




http://www.utest.com/

http://www.adaptivemobile.com/

http://www.ciqual.com/


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.

CardMobili (www.cardmobili.com) - Digital Card from DSG, is a leading provider of

mobile wallet solutions to consumers, mobile operators, service providers and first tier

enterprises. Digital Card has created and successfully deployed (in early 2010) the

award winning Mobile Wallet Cloud Service, offering the most complete digital and

mobile wallet service for loyalty and membership programs, coupons, vouchers and

rewards, 1-1 consumer marketing and payments that connect consumers with

merchants and brands.

Digital Card operates its technology in a cloud based service available worldwide, used by thousands of

consumers and deployed at both mobile operators and application services providers within a number of

countries; the service is widely accepted at retailers as a means to identify consumers through loyalty and

membership cards and to communicate and offer promotions and discounts in the form of mobile coupons.

Agilis software solutions transform a mobile device into a wireless

business platform. By uniquely combining key technologies, Agilis

solutions elevate customers to the highest level of mobile productivity

and customer service while dramatically reducing operating costs.

We work with clients every day to examine their mobile operations, recommend better solutions to gain greater

efficiencies and provide a variety of software solutions to accomplish more tasks per worker per day while

giving visibility and measurement to service oriented tasks unseen or immeasurable before.

Now more than ever, companies need to get rid of paper, reduce dual data entry, become more effective

at managing a potentially smaller workforce to do the same amount of work, and collect and analyze data

that allows for better decision-making for their operations and for their customers.




http://www.cardmobili.com/


Key Features:

Mobile Work Orders Mobile Electronic Forms

Mobile Time Card - Worker and Supervisor

Location-Based Services for Workers, Vehicles and Company Assets

Dynamic Route Optimization

Turn-by-Turn Navigation

Automated Next Customer Call Ahead

Mobile Payment Processing

Electronic DOT Reporting

Vehicle Maintenance

Advanced Vehicle Diagnostics

Communitake (www.communitake.com) is recognized as a front-runner in remote access

technology over mobile devices. It established an industry first by combining advanced

enterprise mobility solutions with a full remote support stack.

CommuniTake introduces operators to new revenue generating programs, cost cutting support solutions,

automated issue resolution processes and an innovative white label model. Our products have been

implemented at some of the leading service providers help desks centers and global corporations.

The company was awarded RIM's 2010 EMEA innovation award for service excellence.

Solutions

CommuniTake Remote Support: remote access to mobile devices and PCs allowing providing

support as the support agent in holding the device in his hands.

CommuniTake Guidance Portal: self-troubleshooting and guidance portal leveraging remote

access technology.

CommuniTake Community Support: person-to-person remote access to mobile devices and PCs,

allowing a friends and family support collaboration without approaching the contact center.

CommuniTake On-Device Repair: an on-device application that performs automated diagnostics

and repair procedures for device's connectivity and services, fostering better device utilization.

CommuniTake Device Manager: a comprehensive devices fleet management feature set

including, assets management, policies management, mass deployments and use control.

CommuniTake Device Guard: device protection feature set including locate device, activate

alarm, remote lock, remote wipe and device data backup and restore.

CommuniTake Location Shield: location based device facilities shutdown such as camera, Wi-Fi,

calls etc.

CommuniTake Remote Expert: expert guidance from afar for field professionals via remote

access technology.

CommuniTake iOS APP Support: application embedded library for remote support on iOS

application level.

Watchitoo (www.watchitoo.com) combines video conferencing, collaboration

and video into a single cloud based platform, serving the Education, Media,

Entertainment and Corporate markets.

• Media & Entertainment

• Social TV

• Celebrity & After Show Q&As




http://www.communitake.com/

http://www.watchitoo.com/


• Contests

• Auditions

• Up-Fronts

• Education & Training

• Higher Education

• Corporate Training

• Seminars

• Learning Management System Integration

• Live Events

• Conferences

• Fashion Shows

• Events & Parties

• Corporate

• Online Meetings

• Webinars

• Product Launches

• Recruiting

• Sales Meetings

m-Wise is an End to End solution provider for results-driven Mobile Content Marketing

and Monetization. Founded in 2000, m-Wise combines field-proven technology with

an in-house expertise in mobile marketing to offer its customers a single, reliable

bridge into the mobile realm. The world’s leading Content stores, Content Channels,

Advertisers and Brand Owners today use m-Wise’s offering to engage consumers and

boost mobile-mediated sales, branding and affinities, including Universal Music Group, Fox Mobile Group,

Thumbplay, Latcel, Digicel, Interchan and many others. The company’s offering comprises 3 market-specific

solutions for Content Stores, Content Owners and Advertisers, supported by two extensive product Suites, a

wide range of services and a robust underlying technology platform.

Headquartered in New York, the Company maintains a development center in Israel and a Latin America Sales

Office in San Paulo.

m-Store allows content Stores to rapidly create Mobile Storefronts, providing

an end-to-end solution for content presentation, management, delivery and

billing. The solution supports all types of digital content such as music, games, apps and video and is

complemented by the M-Wise Media Suite, a flexible choice of out-of-the-box end-user applications designed

by m-Wise, to enhance content exposure and customer interactivity.

m-Affinity enables content brands like music artists, TV shows, coachers, inspirational

teachers and sports groups to extend their reach and monetize their offering on Mobile.

The m-Affinity solution combines m-Wise’s technology and Mobile Marketing expertise for optimal adaptation

of existing content, campaigns and look-and-feel into Mobile.

m-Engage carries consumer and other brands into Mobile. Designed to enhance

brand recognition and exposure, as well as customer retention and acquisition, m-

Engage is the most advanced solution for planning, creating and implementing your Mobile marketing

strategy




http://wap.m-wise.net/?page_id=134


VIA Consulting (www.viaconsulting.com) assists DSG in the provisioning

of advanced Financial Services grade USSD solutions to include

subscribers with NO internmet access.

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.




http://www.viaconsulting.com/

http://www.rightnow.com/


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

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

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.

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.

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.




http://www.elections.org.za/

http://www.smartcontact.co.za/


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.

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.

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.

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.

Vodacom Lotto

Primary Stakeholders

Gidani, the National Lottery’s Operator, works in collaboration with the National

Lotteries Board to ensure that the most effective service is offered to the South African

players - within the responsible gaming framework at all times.

Lidonga Tech, Gidani’s development partner and provider of API requirements for

integration





Vodacom is a pan-African mobile telecommunications company, and was the 1st

cellular network in South Africa. It provides GSM service to more than 35 million

customers in South Africa, Tanzania, Lesotho, Mozambique and the Democratic

Republic of the Congo.

Product Description

Vodacom brings cellphone users the SA National Lottery. The best part of playing on your cellphone is

that it's a convenient way to play to win! It offers you an alternative way to see your dreams come alive.

Simply select the game you want to play and play to win. Yes, it is that easy. And don't worry every

ticket purchased through this medium is equal whether purchased at a store or via SMS.

Requirement

The purpose of this project was for DSG to build a Lottery mobile application front-end to the Lidonga Tech

Lotto product with full functionality provided via API, The Application needed to take the Lotto Customer

interface as the primary layout and Vodacom Customer Interfaces as secondary. This mobile application

front-end provides all the core functionalities, Layouts, navigation elements and process flows.

Integration Elements

Login/Register and Authentication

Various Game plays

o Lotto and Lottoplus

o Powerball

o Sportstake

Multi type game plays

o Traditional

o Quickpick

o Random

Lottery Wallet Integration

SNS Integration

Transactional History

News and Information

Supported device platforms for the application:

IOS from v 3.0 and above including iPad

Android from v2.0 and above including Tablets

Blackberry from v5.0 and above including Play book

Symbian S60





Vodacom Lotto App Screenshots:





ACSA

Product Description

ACSA brings cellphone users easier access and advice regarding O.R Tambo Airport, its facilities and

shopping experience. It advises regarding flight information, parking, transportation facilities, etc.

Requirement

Enable multiple airport management across South Africa, including Shopping and Dining, Transport to

and from, Flight management and At the Airport content. The Mobile Application is backed by a CMS

Platform





ACSA Mobile Content Management System:





ACSA Mobile App:

PPC Cement

Product Description

PPC brings added value by providing enhanced construction tools for their various builder customers,

whether they be Individuals, SME’s through to corporates. The app allows for DIY tips and FAQ’s, and

ecxtends to training.

Requirement

PPC Required a mobile App allowing SNS (Social Networking), Tools, Product exploration, DIY, Training

and FAQ’s. The PPC CMS allows for content to be pushed to Apps and Mobi Site via SSO (Single Sign

On).









PPC Mobile Content Management System:

PPC App Screenshots:

PPC MobiSite and Apps Screenshots:





MTN “MTN on the Go”

Development Platforms (Apple iOS from v3.0, Android from v2.0, Blackberry and QNX from v5.0 and Windows

Mobile)

1. Leverage on the emergence of tablets and mobile devices to make proactive decisions based on insight

derived from source BI systems.

2. Improve and speed up the decision-making cycle and better-informed decisions, especially under

conditions of extreme business pressures and time sensitivity anytime and anywhere.

3. Assure return on investment (ROI) by making best use of it as well as integration with the pre-existing

infrastructure, thereby creating more value with less effort.

4. Ability to quickly view up-to-the-minute KPI reports and data in an innovative application designed

specifically for mobile and SharePoint.

5. Transformation of critical business intelligence into immersive mobile analytics, instantly delivered to any

mobile device and SharePoint.

MTN App Screenshots:




digital solutions group profile 2013

Technology

independent electoral commission

virtual call centre

existing corporate systems

enable network operators

virtual contact centre

added service providers

outbound technical support

including ipad android