Case Study: Ocular Technologies achieves South Africa's first 100% cloud-based contact center with Bright Pattern

Bright Pattern Powers the First 100% CloudBased CCaaS Provider in South Africa

Ocular Technologies, a customer engagement and digital experience solution provider, needed a modern, fully cloud contact center to deliver innovative CX, remote-agent capabilities, and seamless CRM/AI integrations. After initially deploying the white‑labeled Aspect Zipwire (Bright Pattern) in its own data center, Ocular found the white‑label setup lacked transparency and full integration with external partners, prompting a search for a direct cloud partner.

In late 2017 Ocular switched directly to Bright Pattern and deployed Bright Pattern Contact Center as a true 100% cloud‑based solution—the first in South Africa—gaining open communication with the vendor, active‑active architecture, and instant access to updates. By combining Bright Pattern with home‑grown components (automated billing, self‑provisioning) and IBM Watson AI overlays, Ocular enabled speech analytics that can evaluate 100% of contacts (versus ~1% by QA), launched innovative chatbot ordering via Facebook Messenger, improved deployment speed and uptime, and supported widespread work‑from‑home operations.

Ocular Technologies

Jay Lutchman

Chief Technology Officer