Ocular Technologies' feature-rich new O!Connect cloud contact centre, which officially launched in South Africa on 1 February, has created such a stir in the market that Ocular is having to formulate an affiliate programme to meet demand from qualified partners who are keen to resell the solution.
O!Connect is based on a white-label platform developed specifically for Ocular by global contact centre company Aspect. Boasting world-class capabilities, O!Connect has also been customised to meet local needs and address local concerns. Pommie Lutchman, CEO of Ocular Technologies, says features such as enhanced ease of use, self-provisioning and payment convenience were added to the service after consultation with local customers and prospective customers.
"It's the bane of our industry that too many vendors produce a product and try to mould the customer into the product capabilities. We work the other way around - the customer tells us what they want and we try to make it work for them. O!Connect is the result of our listening to what the market wants and then delivering the capabilities, features, and price points that suit the market," says Lutchman.
O!Connect delivers a broad range of high-end capabilities out of the box.
The Voice Only Voice Basic licence, priced at R699 per agent per month, includes inbound, manual outbound, voicemail, basic IVR, historical reporting, real-time reporting, skills-based routing, lightweight PBX, SIP softphone, Web services, Web-based contact centre administration, Web-based agent desktop, scheduled reports and visual scripting environment capabilities.
The top of the range Omni Channel Pro, at R1 699 per agent per month, adds in-demand capabilities such as in-queue call-back, voice recording, quality scoring, quality reporting, sales force integration, outbound predictive and preview dialling, blended agents, agent-initiated SMS, screen recording, screen sharing, and critically - full omni-channel capabilities with mobile client and API.
Lutchman notes that with omni-channel the way of the future for contact centres, O!Connect has been engineered from the ground up to support seamless omni-channel interactions across voice, e-mail (including fax), Web chat, social and mobile. "The mobile capabilities extend beyond SMS, to the 'next big thing' - mobile apps. O!Connect's mobile API allows developers to code a button that will automatically trigger a notification in the contact centre. Because the user is already registered in order to use the app, the contact centre agent immediately has information about the user and is able to deliver a better customer experience in the interaction that follows," he says.
Because O!Connect stores all omni-channel interaction data in a central database and is built on open standards, it becomes a relatively simple matter to integrate the O!Connect system with the enterprise CRM or BI systems for greater market insights and even better customer experience.
Lutchman adds that other particularly noteworthy capabilities are the full outbound predictive and preview dialling. "When the system dials on the agent's behalf based on a list of calls, routing calls to the agent only when a live voice answers the call, significant cost savings and efficiencies are realised," he says. "O!Connect also supports blended inbound and outbound calling to make efficient use of every agent's time."
In addition to O!Conect's high-end capabilities, O!Connect gives customers the benefits of full self-provisioning, automated billing and secure credit card payment with EFT options coming soon. In response to demand, an O!Connect affiliate programme will be announced soon to allow qualified partners to resell the licences.
Register for a free 30-day trial of O!Connect here: www.ocularcloud.com.
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