Ocular Technologies announces software capability to eliminate barrier between contact centre, enterprise ecosystem

By Phumeza Tontsi for Ocular Technologies

Johannesburg, 13 Aug 2013

Contact centre solution provider Ocular Technologies has announced that its Aspect Unified IP offering can now be fully integrated with Microsoft Lync Server 2013.

"Through our software partner, Aspect Software, we now have the capability to empower agents to properly delve into the organisation and locate the most qualified available expert to assist a customer by means of presence, instant messaging (IM), voice, and desktop sharing.

"The benefits pertain not only to improving the experience of current and future customers, but also the organisation's bottom line," says Ebrahim Dinat, COO at Ocular Technologies.

Aspect's fully integrated interaction management and workforce optimisation platform for enterprise contact centres delivers seamless, informed and empowered interactions across every channel and touch point, whether through automated self-service or live agent assistance. The integration of Lync with Unified IP:

* Gives consumers the ability to communicate via any channel: using Lync, Aspect Unified IP supports inbound and outbound voice, e-mail and chat.
* Enables self-service through instant messaging: customers looking for IM service can provide information before being connected to an agent for improved routing and assistance.
* Enhances collaboration between all contributors to the customer experience: Aspect Unified IP works with Lync Server 2013 to initiate collaboration within and outside of the contact centre.
* Increases agent productivity and effectiveness: a unified agent desktop with built-in, fully-integrated core communications capabilities eliminates the need for separate applications.
* Reduces IT complexity and costs: a unified solution built on standards-based Microsoft technologies eliminates complex computer software integration. Aspect Unified IP and Lync Server 2013 make it possible for agents and information workers to work remotely. IT administrators gain operational efficiency and cost advantages from virtualising and centrally maintaining the system.

See also

Why the back-office matters so much

For more information on unified communications with Microsoft Lync, visit: http://www.aspect.com/Pages/Services/Microsoft-Consulting-Services-from-Aspect/Microsoft-Lync.aspx.

Ocular Technologies

Ocular Technologies was established as a specialist contact centre solutions and services provider in South Africa in 2003, when professional consulting and implementation teams were assembled in order to support clients' service delivery programmes. Since then, the company has made its mark at the forefront of the industry, as a preferred partner for large-scale corporates, SMEs and government affiliates alike. With a reputation of being an innovator in the contact centre industry, its portfolio has now expanded to include emerging technologies that centre on enhancing the customer experience. Ocular Technologies is 100% black-owned and complies with the South African Broad-Based Black Economic Empowerment (B-BBEE) guidelines as a Level 1 Contributor, with a procurement recognition level of 168.75%.

For more information, please visit www.ocular.co.za.

Editorial contacts