Call Design Latest News

Call Design Partners with the ATA

ATA builds upon its successful “Development Series”

Call Design announced today that it will partner with the ATA to deliver The Call Centre School’s (TCCS) Workforce Management and Team Leaders programmes across Australia.

Through this partnership the ATA will offer the much sought after WFM 1-2-3 and Call Centre
Dynamics courses to its member base as part of its growing Development Series. The ATA is planning to start offering this program throughout its member base in June 2010.

Call Design introduced The Call Center School to Australia in 2007 and has run courses across Australia, Malaysia, New Zealand, Singapore and the Philippines. The Call Center School is dedicated to the professional development of individuals in the contact centre industry. Training programs are designed to fit the needs of supervisors and team leaders, managers and directors, workforce planners and quality specialists.

Michael Meredith, CEO of the ATA said that “the ATA is excited to partner with Call Design to deliver these courses; this will help us build further on what has been a very successful education program for both the ATA and its members”.

“Call Design has been working with The Call Center School for over two year s now, with courses delivered across five countries” said Sean Mather, Director of Consulting at Call Design “however, this represents a new and exciting opportunity, as no-one has the reach and capability across Australia like the ATA” he went on to say.

Michael Meredith went on to say “this collaboration is expected to deliver a financial benefit to the ATA in addition to the value it delivers to the member base, the ATA believes that strong relationships, such as this, will build quality based, financially viable, solutions to help the industry maintain its leading edge status across Australian and Asian businesses".

About Call Design…
Formed ten years ago from IBM’s Corepoint, Call Design is a highly specialised group tightly focused on keeping businesses in touch with customers through progressive and best of breed call centre solutions. They know the importance of having business critical communication systems up and running, without fail. Call Design Consulting and Education delivers some of the most experienced contact centre consultants and trainers available in the Asia Pacific region. With courses sourced globally to ensure they are delivering the best available education programmes without compromise.

About the ATA….
The ATA provides comprehensive, independent and quality professional development, information, mentoring and networking services to the Contact Centre industry in Australia. The ATA addresses the growth and development needs of individual members and organisations through the delivery of various events and programmes. The ATA supports and champions growth, innovation and success for practitioners, organisations and the region.

About The Call Center School….
The Call Center School, LLC (TCCS) is a Tennessee-based company dedicated to the professional development of individuals in the call centre industry. We offer a comprehensive curriculum of training programs to fit the needs of all personnel in the call centre industry, including frontline staff, supervisors and team leaders, managers and directors, workforce planners, quality specialists, and industry vendors.

ACD and Call Management Products - Aspect

Aspect Unified IP 6.6 Boosts Service, Recording, Outbound Features

 By Brendan B. Read TMC Magazine

Aspect has been doing some springtime renovations for its unified communications solutions. The result is Aspect (News - Alert)® Unified IP® 6.6 along with an enhanced version of Aspect’s Advanced List Management solution, version 3.0 SP2. The new functionality now available through the Aspect Unified IP 6.6 Enhanced include:

* Increased ‘Ask an Expert’ Capabilities

As well-trained contact centers are, equipped with knowledge bases and search capabilities to help solve customers’ issues, even they need assistance now and then. Aspect has made this possible without requiring annoying and expensive escalations or worse yet, giving customers another number to call.

Leveraging Microsoft (News - Alert) Office Communications Server 2007 R2, Aspect Unified IP allows contact center agents to search for and identify the appropriate expert on a particular subject matter. Agents can interact with the expert via instant messaging or by the phone to address the customer inquiry on the first contact. This release enables agents to access the ‘Ask an Expert’ functionality at any time, enabling them to be more empowered and informed for subsequent customer contacts. This feature improves first call resolution, maximizes the customer experience and can likely lead to greater customer loyalty, retention and revenues

* Outbound Marketing and Collections Upgrades

Aspect Unified IP 6.6 has made outbound lead generation, customer acquisition, service contacts and collections easier, and in compliance with ever-stricter regulations. This release tightly integrates Aspect Unified IP and the firm’s enterprise campaign management solution, Advanced List Management. This solid connectivity enables organizations to centrally drive outbound proactive contact, collections, sales and telemarketing programs. Improved network resiliency and a new auto-synch function ensure business continuity for outbound campaigns across Aspect Unified IP systems. Outbound pacing has also been improved.

* Improved Recording

Aspect has bolstered Unified IP’s recording capabilities with improved recording archiving, security and encryption. This allows companies to record interactions while complying with regulations, such as support for outbound recording in multiple locations.

Aspect has made its solution even easier to deploy. Aspect Unified IP 6.6 Enhanced has a starter kit that enables system installation by using default configuration data so organizations can accelerate their system provisioning for go live. It also has push-install that automates deployments in distributed environments, minimizing the effort on IT staff to deploy solutions across multiple systems and locations. Included in the software is a deployment wizard tracks the install throughout the entire process, making the process much simpler and significantly cutting deployment time.

“The new additions to Aspect’s Unified IP platform address some of the key issues for contact centers,” said Aphrodite Brinsmead, analyst, Customer Interaction Technologies, Ovum (News - Alert). “These tools enable enterprises to simplify business processes and gain more control over distributed contact centers. Aspect continues to differentiate itself in a competitive contact center industry by focusing on unified communications and its partnership with Microsoft.”

“Aspect is very focused on delivering enhancements to customers that bring increasing value to agents, supervisors and ultimately their end-user customers,” said Andy Bezaitis, senior vice president of product management, Aspect. “Much of this is done in conjunction with direct customer feedback to ensure that we’re not delivering technology for technology’s sake, but actually providing capabilities that will deliver significant benefits to organizations. Being able to deploy the solution quicker is very important, as well as delivering innovations that enable our customers to operate in a highly regulated and competitive environment. Our focus is on ensuring that our customers have the solution they need when they need it, and we believe we’ve accomplished that with Aspect Unified IP 6.6 Enhanced.”

Brendan B. Read is TMCnet’s Senior Contributing Editor.

Custom Applications Overview - VQ Series

Call Design has designed and developed its own range of products, based on the Call Design trademarked brand,Voice Quality™.

Framework – VXML based Speech recognition - VQframe™

Custom Integration

Call Design offers a powerful and unified interface to customers who want to use speech recognition in their business. It is used for both speech-enabling applications and for automating computer activities.

Call Design’s macros, scripts, and applications interface with speech recognition engines. This allows easy and intuitive definition of complex command grammars and greatly simplifies processing recognition results. Working with industry leading VXML based IVR’s (voice browsers) such as Genesys Voice Portal (GVP), Cisco Voice Gateway & Aspect UIP we can custom develop a vendor neutral solution for your business.

Middleware - VQconnect™

Connecting Genesys and Aspect for a unified Call Centre

What is middleware? The most common definition is that middleware is the "glue" between software components. Call Design has developed a range of middleware products designed to connect the Genesys CIM platform to other applications such as Aspect eWFM and Aspect Quality Management. Call Design Software is currently installed in over 25 countries globally.

Workforce Optimisation - VQalert™

Managing Contact Centre Staff

Workforce Optimisation (WFO) is a software bundle consisting of agent-directed applications that help them work better. It generally includes workforce management (which consists of scheduling, forecasting and adherence tools) and other applications, usually quality monitoring and recording applications and e-learning tools.

To further enhance agent performance and agent empowerment Call Design has also developed its own application called VQalert™ – VQalert ™ is an agent optimisation tool that works in conjunction with the Workforce Management suite to remind agents of up and coming work segment changes such as breaks or work changes.

Call Design wins major contract with Transcom

Leading global BPO provider in the Philippines to leverage Call Design’s innovative Hosted Workforce Management solution to improve its contact centre quality, increase productivity and reduce annual costs

MANILA, 18 August 2009 — Call Design, a leading global Contact Centre technology specialist, today announced a multi-million dollar deal with Transcom, a leading global outsourced services provider, to deliver a hosted workforce management solution that will help reduce costs, improve productivity and increase service quality.

Partnering with Aspect Software, a leading unified communications (UC) solutions provider, Call Design will implement Aspect’s Productive Workforce™ for Aspect® eWorkforce Management™ to efficiently schedule Transcom’s large pool of agents and back office employees to improve productivity, overall employee satisfaction as well as  increase customer satisfaction for their domestic and offshore contact centre customers.

The company is using Call Design’s Hosted Workforce Management solution to provide its contact centre managers and agents with the insight, tools and processes to adopt a continuous improvement culture. The solution will support its customers’ sales, customer service, technical support and collections business process outsourcing operations. Transcom has 17 sites in North America and Asia, serving customers across most industries, including telecommunications, financial services, retail and fast moving consumer goods. The contact centre, which operates 24x7, also provides multiple language support for its customers in Asia Pacific, North America and Europe.

“Despite the Global Financial Crisis, industry experts estimate that the BPO industry in the Philippines will grow by 35 percent[1] in 2009 and we need to ensure that Transcom is in a strong position to benefit from this opportunity.  We selected Call Design based on the company’s expertise in delivering global market-leading solutions that are flexible to the growth requirements of our business.  Call Design is also putting its money where its mouth is by offering a unique ROI based contract, demonstrating to us a real confidence in the service the company provides,” said Siva Subramaniam, Country Manager Transcom Philippines.

“Call Design is delighted to assist Transcom in maximising productivity, increasing revenue and most importantly, meeting and exceeding customer requirements and KPIs, with a cost effective global solution. We are excited to work with Transcom to deliver a solution that can easily be integrated and scaled for their global business,” said Miles Stanton, Managing Director, Call Design.

About Call Design

Call Design is a global Contact Centre technology specialist that provides everything from core infrastructure requirements such as PABX’s and Servers right the way through to high end applications with custom made VXML and middleware components. With offices in Sydney, Melbourne and Manila, Call Design prides itself on its ability to offer 24x7 support. Call Design currently supports a large number of Enterprise class clients throughout the Asia Pacific region and across 25 countries globally. Clients include American Express, Transcom and Prime Teleconnect

Call Design has also developed its own range of Middleware and Desktop applications that are distributed globally via Aspect Software, with Call Design’s local engineers handling all support and service requirements. Within this the company also developed custom integration applications to support integration with legacy systems allowing their customers to use existing technology in a more effective way.

For more information please visit www.calldesign.com.au

About Transcom

Transcom WorldWide S.A. is a rapidly expanding Customer Relationship Management (CRM) solution provider, with 75 sites delivering services from 29 countries – Austria, Belgium, Canada, Chile, Croatia, Czech Republic, Denmark, Estonia, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Norway, the Philippines, Poland, Portugal, Romania, Serbia, Slovakia, Spain, Sweden, Switzerland, Tunisia, the UK and the USA. Transcom WorldWide is an international provider of outsourced services and solutions in the field of customer contact. Its principal areas of business are the provision of Customer relationship Management and Credit Management products and services utilising its contact centres around the globe. Transcom provides solutions for a wide range of companies, targeting its core vertical markets, which include communications, financial services, travel and leisure, media, utilities and retail. Transcom offers its clients a broad array of relationship management services, including customer care solutions, credit management services, customer acquisition, development and retention, market research, CRM consulting, legal services and interpretation work. Client programmes are tailor-made and range from single applications to complex programmes, which are offered on a country-specific or international basis in more than 33 languages.

For more information please visit www.transcom.com.

About Aspect

Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact centre.  Applying 35 years of insight and experience, Aspect helps two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications.  For more information, visit www.aspect.com.

[1] Source: www.inquirer.net (1 August 2009): http://newsinfo.inquirer.net/breakingnews/infotech/view/20090108-182183/BPO-growth-in-2009-similar-to-2008