Johannesburg, South Africa, Oct 23, 2018 -- Customer engagement and digital experience solutions provider Ocular Technologies is currently undergoing a transformation, announcing the departure of chief operation officer (COO), Ebrahim Dinat, as well as a broadening of its existing solution offering.
CEO and founder of the company Pommie Lutchman remains majority shareholder of the company, and will continue to steer the organisation forward. Dinat, who joined the business as sales and marketing director in 2004, will be pursuing other opportunities.
"We wish Ebrahim every success moving forward, and thank him for the role he has played in building Ocular into the business it is today," says Lutchman.
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"Over the past 15 years, Ocular has built a solid reputation as the preferred partner for large-scale corporates, SMEs and government affiliates alike. Our offering over this time has expanded to include contact centre interaction management and optimisation platforms, collaboration software deployments, social media monitoring and tracking, and cloud-based services and solutions," Lutchman explains.
"However, the contact centre as we've known it has undergone massive change in recent years, and this is set to continue. Consider Google's recent announcement on its development of an artificial intelligence (AI) customer service agent, called Contact Centre AI, which can act as the first human-sounding voice a caller interacts with over the phone. The sector is now moving swiftly towards greater automation and self-service, with speech recognition technologies, conversational user interfaces, natural language processing, bots and virtual assistants all coming to the fore.
"We are pleased to announce that Ocular once again remains at the forefront of the industry, with the expansion of our services to include solutions that reach beyond traditional contact centre offerings," he states. "We've placed a strong focus on delivering customer experience (CX), critical in helping businesses today to attain higher marketing ROI and longer customer retention, and will be announcing new additions to our offering in due course."
Posted by Veronica Silva Cusi, news correspondent
About Ocular Technologies:
Ocular Technologies is a Customer Engagement and Digital Experience solutions provider, with a set of individuals that are experts in understanding, managing, and ultimately ensuring, an optimal customer experience. With a vision of being regarded as an internationally respected leader in the customer engagement market, we strive to have our customers appear as heroes in the eyes of their customers. With over 16 years’ experience in the customer contact life-cycle space, the team at Ocular creates quantifiable business impact through Intelligent Interaction Management, Robotic Process Automation, Natural Language Processing and Cognitive Analysis & Design, as well as Contact Centre Technologies, Workforce Management & Social Media Integration solutions to the Southern Africa region.
Published: Thursday, October 25, 2018
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