DSG Digital Solutions Group Profile

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 , CPSI PUBLIC SECTOR INNOVATION AWARD FOR MOST
BEST CUSTOMER SERVICE AGENT, BEST NON INNOVATIVE USE OF TECHNOLOGY FOR SERVICE
TECHNOLOGY INNOVATION [2008] DELIVERY WITHIN GOVERNMENT FOR THE ELECTIONS
2004-2006 [2004]
VODACOM WASP (WIRELESS APPLICATION SERVICE TOP SERVICE DELIGHT CALL CENTRE [2004]
PROVIDER) OF THE YEAR [2008]
DIRECT MARKETING ASSOCIATION ( DMASA) GOLD CALL CENTRE NETWORKING GROUP INNOVATION
AWARD FOR MOBILE MARKETING [2007] 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 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.


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 support@dsg.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


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.


 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.


Contact Centre Client Profile


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.


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.


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.


Digital Connect South African and African Client List:


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”.


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


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.


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


 Full Phone solution (HW/SW/ID)

 Ready to-go-to market

 GCF/CDG/CTS tested


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


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


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


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.


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.


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.


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.


mSurvey Quiz completion
As noted the Mobile Learning process allowed for complete interaction and submission of personalised, track-
able learning:


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


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


 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.


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.


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


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.


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:


 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.


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.

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.


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.


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.


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,
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.


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.


 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.


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.


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.


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.


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,
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.

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.


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