assists with day-to-day procedural issues and specific
projects in contact centre operations, in such areas
as management practices, reporting and analysis and
is proficient in everything from designing completely
new contact centre environments to re-engineering
existing facilities to boost productivity and customer
satisfaction. Mindful of the client’s technology
investment, Ocular assists them in getting the most
from their current resources.
take advantage of its extensive expertise by commissioning
a top-to-bottom contact centre audit to determine
which elements are ripe for improvement.
Business and technical consulting
team is highly adept at long-term strategic projects
involving the design, development, implementation
and integration of leading technologies.
helps its clients refine their customer contact strategies,
review their telephony architecture, assess the role
new technologies can play and determine which technologies
would be most appropriate. Project examples include
call-blending, integrating data in legacy-based systems
with phone calls, data warehousing for ACD transaction
data and integrating third party software applications.
assists in the migration from mainframe processing
to a client or server environment, as well as building
and deploying customised desktop applications used
by the agents and can even create custom data management
software to enable different contact centre systems
to share information transparently.
Integration and development
serves as a one-stop source for a solution that seamlessly
integrates the best contact centre technologies and
applications available. Whenever possible, the company
works with products that already exist. Alternatively,
it has built up a reliable network of resources which
have access to a wide range of complementary products
and services both locally and abroad. Its technology
alliances enable the company to build an optimal solution
that saves you time, effort and most importantly,
put all the pieces together and even supervise the
deployment of different systems, serving as an “in-house”
project manager for all aspects of implementation.
Enterprise relationship and strategy
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
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.
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
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.
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