Enterprise relationship and strategy management (ERSM)
Ocular’s ERSM offering is a unique service in the contact centre industry and is solution-driven instead of product dependent. In providing a single, turnkey fault-reporting and planning facility, customer callbacks are reduced, which means less time and effort is spent on repeat calls.
Ocular aims at providing an enhanced solution with strategic focus so that its clients can concentrate on their core business without having to worry about the intricacies of the technology and proposed infrastructure planning. Furthermore, Ocular manages the relationships between different vendors, from fault analysis and resolution to SLA and costing negotiations.
Ocular has developed a methodology to manage the entire process and provides Enterprise Strategy Consultants (ESCs) to help clients meet technology challenges head on. ESCs are senior consultants whose primary goal is to support clients’ individual business goals by making sure that they secure the maximum business value from their IT investment in the shortest possible time.
The ESC is engaged in all aspects of the client’s IT planning, development and deployment cycle, and provides support through the delivery of enterprise services.