How and When to Automate With Your Information Technology Infrastructure

Self service has some enormous benefits for organizations when it is possible. A Global Benchmarking report by Dimension Data shows that operator assisted phone transactions have dropped from 90% of all calls to 50% of all calls over the past decade.

The same report indicates that self-service transactions now account for at least 30% of all calls. The potential is enormous. However, if your organization doesn’t currently make use of self-service information technology infrastructure, or you feel that your current Asian network operations could be expanded to allow more self-service, how do you go about it?

To understand if self service can help your organization, you first need to look at the customer experience. If you don’t do this for marketing purposes already, research your customer base. Know the demographics you are dealing with, and try to ensure that aspects of your service that your customers value are retained when your information technology consultants implement the move to self-service.

In addition to demographics, before creating new Asian network infrastructure for self-service, do some analysis on your enquiry types, call statistics, and handling times. Try to build a picture of the end-to-end customer experience for your callers. Find out what customers value about your service, as well as what they think could be improved (hopefully through self-service).

You will want to retain these service features and make them consistent across the company. The key to self-service success is to integrate your offering across different channels, creating a consistent self-service ‘product’ of sorts.

A pilot program is the next step towards having your information technology consulting firm integrate self-service into your IT infrastructure. Test the sound and the functionality of the changes. Try to garner some customer feedback – you can implement the self-service answering system for a certain percentage of callers, with a (short) introductory message letting them know that their feedback at the end will be appreciated.

You should also consider whether your current phone service offering is compatible with information technology infrastructure like speech recognition and voice biometrics. In many cases, customers perceive that call times are shorter than they actually are, and they also allow huge menu structures to be condensed into a very small amount of time for the caller.

Savings are estimated to be in the range of 85% for companies that move from full human contact to speech recognition Asian communications solutions. According to the Dimension Data report, approximately 50% of companies plan to implement speech recognition in the future, while only 16% currently use it. 34% plan to install text-to-speech systems, while 31% will be using voice verification or authentication systems.

Some key guidelines for implementing self-service through speech recognition include involving marketing in your activities to create a consistent brand image, as well as outsourcing language experts to ensure your message is clear. Use the same wording and phrasing across the entire organization, and do extensive usability testing in conjunction with your Asian network infrastructure firm or IT consultancy.

Datacraft Asia is the leading independent IT Security Consulting Firm in Asia with expertise in networking. Find out more about network operations in Asia.

Easy To Follow Ideas About Search Engine Optimization That Will Really Help You


You could be the most ambitious person on the planet when it comes to creating a website with all the bells and whistles that people will love, but unless your visitors can find your site when they search specific terms, your efforts are just going to be wasted. Read these tips and make the most of your efforts.


On your website, headings are going to play a vital role in organizing information. So you need to use only a single H1 tag when you are putting your page together. You can use various subheading tags, like H2-H6, but keep things neat and clean by only using one main H1 tag.


To search engine optimize your website, don't include more than 150 internal linking hyperlinks on your home page. Too many internal links on one page can dilute a web page's search engine rank. Huge numbers of links also make it hard for visitors to find the information that they need quickly.


To ensure that your website is as easy as possible to crawl, keep your site architecture flat. Don't use too many sub folders, instead use descriptive names for each page. Keep your pages with the most competitive keywords in their names, close to the root folder, so they will gain a higher page rank.


A great way to optimize your search engine is to provide use internal links. This means you have an easy access to links within your own site. This provides an easier database for customers of viewers to use and will end up boosting the amount of traffic you have.


Find some SEO forums that take site review requests. Participate in the forums then ask fellow members to take look at your website. When someone you don't know well visits your website they can analyze it critically and unemotional, then highlight mistakes and suggest ways for you to improve your website's search engine optimization.


While purchasing a domain name may seem like the right way to go, many search engines do not recommend it. Some search engines have a long delay for adding new sites to their existing lists, and last thing you want is to delay getting new visitors. Using your existing website is more feasible, since the wait time for some engines is up to a full year.


Decide whether or not you want to use a link farm. Link farms are sites without content that just have thousands of links. This is generally seen as a negative thing. However, these do appear in search engines, and can help you rise in the ranks. It is your decision as to what is most important: rapport with other sites, or search engine rankings.


As mentioned at the start of this article, it's very important that you do not allow your efforts to go to waste. Learning the proper optimization tactics for the search engines out there is how your site or business goes from a simple start-up to being a legitimate and popular brand online. Use the tips you've just read to your advantage in SEO.


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