Ocular Technologies: A Turnkey Communications Solutions Provider

Modern day enterprises strive for excellence in service to win new clients and to establish long-term purchasing loyalty. The contact center, as the point of convergence for communications, is a strategic asset in achieving this goal. Customers have ever-rising expectations of service quality, and enterprises need to contribute intensely in systems and staff to meet their demands. Firms are using a combination of technology, processes, and people, and ensuring that all of these work together symbiotically and efficiently. Helping businesses achieve the symphony of new generation methodologies is Ocular Technologies. “Our innovative, ‘no-holds-barred’ approach to every solution requirement is supplemented by highly-skilled resources, progressive yet strategic marketing and a proven capability track record,” says Pommie Lutchman, CEO, Ocular Technologies.

According to Lutchman, cloud, social media, and customer experience are driving the contact centre industry. “With the drive towards the cloud, contact centre technology solution providers have developed a number of feature-rich, scalable, flexible, and cost-effective solutions. And at the forefront is Ocular’s O! Connect 100 percent cloud contact centre solution,” explains Lutchman. O!Connect is a pure cloud contact centre platform that combines innovative customer contact solutions with deep, global cloud hosting expertise. The solution allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience.“Our platform provides true Omni-Channel capability in a clear and concise packaged offer, with monthly contracts, self-provisioning and automated billing, all in a single, reliable platform,” adds Lutchman.

O!Connect enables contact centers to operate across multiple channels, with all-in-one reporting and recording features. Included in Ocular’s offering, is the optionto integrate with an organization’s existing CRM solution, be it on-premise or one of several hosted CRM products. Ocular, at a high-level, provides contact centre interaction management and optimization platforms. “In addition, we also offer Microsoft Lync, SharePoint and Dynamics deployments, Social media monitoring and tracking, and Skye-for-Business on-premise and online solutions, and Office365 consulting and provisioning, alongside our OcularCloud™ products O!Connect 100 percent Cloud Contact Centre, O!Contact Cloud Self-Service and Ocular Wired Hosted Workforce Optimization,” explains Lutchman. Ocular also provides Social Customer Care with a number of different offerings, with the understanding that the social media landscape is ripe with opportunities to provide a truly exceptional Customer
Pommie Lutchman, CEO
Experience. A concept quite different to Social Media Marketing &Engagement, Social Customer Care forms the basis by which companies, large and small, are able to channel all mentions on the World Wide Web direct to a Contact Centre agent.

Africa's largest Pay-TV Service Provider is a longstanding client of Ocular. With a leading-edge view of technology in their Contact Centre space, they recently embarked on a large-scale contact centre technology refresh, guided and managed by Ocular Technologies that saved three million dollars through a core strategy made up of contact centre centralization, moving to advanced skills-based routing, and integration to their ERP and CRM systems.


Our platform provides true Omni-Channel capability in a clear and concise packaged offer


Ocular Technologies is a Level 1 Broad-Based Black Economic Empowerment (BBBEE) provider (the highest level achievable), and has been for six consecutive years, and whose core mission is to provide the best possible service in the customer experience industry, by developing solutions through creativity and innovation, and taking onsolutions that were once based on outlandish and unfeasible requirements. The company already has firm feet in Africa, but wants to increase their reach and aims to become global brand in the next few years. “We aspire to be a worldwide “one-stop-shop” services and solutions provider to the Customer Experience industry and serve the customers with best solutions,” asserts Lutchman.

Company
Ocular Technologies

Headquarters
Johannesburg, SA

Management
Pommie Lutchman, CEO

Description
Providing Contact Centre Interaction Management and Optimization platforms and cloud-based services and solutions.