Contact centre technologies and CRM service provider, Ocular Technologies, and Altitude Software, a leading global independent contact centre solutions vendor, have announced a partnership to provide the growing South African BPO industry with customer interaction management software solutions.
According to Pommie Lutchman, Ocular managing director, this will expand the company's customer interaction management solutions and enable it to cater sufficiently for contact centres of all sizes.
“Altitude's offerings are illustrative of the future of the contact centre industry. It provides innovative products for a broad range of platforms and protects existing investments through interoperability. This, together with its fast deployment cycles, signifies clear cost benefits for our clients,” he explains. “We are confident that this partnership will contribute to both Ocular and Altitude gaining new successes in this market.”
Says Shlomo Harari, Altitude Software president - APAC: “Ocular Technologies is a prominent player in the contact centre space and we are thrilled about working with its team of contact centre experts. We believe that our product aligns well with the South African call centre and business process outsourcing (BPO) sector, providing a valuable proposition to businesses in a country that has proved to be a popular and growing outsourcing destination.”
As an Altitude Software partner, Ocular now offers the Altitude uCI suite of customer interaction management solutions for customer service, help desks, collections, order desks, proactive marketing, sales and service as well as business process management. Altitude uCI supports both open and proprietary VOIP solutions, leveraging the detailed know-how of the contact centre operational aspects, from agent coaching to IT management.
According to Lutchman, the solution manages and improves customer relationships in a wide range of contact centres, from SMEs to large multi-site organisations with a special focus on contact centre outsourcers.
“Since Altitude uCI was engineered to improve the overall productivity of contact centres and integrate easily with enterprise front office and back-office systems, it delivers significant cost, revenue and intangible benefits with a limited upfront investment.
The latest Altitude uCI 7.5 release includes a number of features that will strengthen the contact centre's ability to embrace industry-wide change. Its IP nature natively supports distributed operations, including home-based and remote agents, streamlines IT investments and optimises human resources. It further offers proactive customer service features and friendlier voice self-service applications, as well as provides managers with the tools to centrally design and deliver flexible service-delivery models,” he says.
In 2007, Altitude Software was honoured with a CRM Excellence Award in recognition of the company's outstanding achievement in customer relationship management as well as an Excellence Award for outstanding achievement in IP communications with Altitude IP Contact Centre. The Altitude Fast Script Builder has also won an award for Product of the Year in 2006.
“Altitude Software has proven itself as a market leader with a solid track record, and we look forward to introduce its products into our market,” concludes Lutchman.
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Altitude Software
Altitude Software is a leading independent contact centre vendor with the Altitude Unified Customer Interaction (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centres, from SMEs to large multi-site organisations. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited timeframe, but also provides a successful solution to their customer interaction and organisational efficiency strategies. Altitude Software serves around 800 customers of all sizes (with more than 200 000 licences) in about 60 countries worldwide, both directly and through a wide network of partners. Altitude Software has 18 offices in four continents. Please visit us at http://www.altitude.com.
Ocular
Ocular Technologies offers professional consulting and implementation resources to support clients' service delivery programmes. Drawing on 30 years of collective experience in the ICT/contact centre industry, Ocular has made its mark at the forefront of the industry. The company remains the ideal outsourced professional services partner for large-scale corporates, SMEs and government affiliates. Ocular Technologies is 100% black-owned and complies with the South African Broad-Based Black Economic Empowerment (B-BBEE) guidelines as a Level 2 Contributor with a procurement recognition level of 125%.
For more information, please visit http://www.ocular.co.za.
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