Call Design

Call Design has built its reputation around the conception and design of unique, low risk solutions to new or existing problems.

Call Design believes that new technology implementations are unsuccessful most often not because they fail to meet technology design standards, but more because they are not fully accepted by users, by IT and/or by management as the best possible solution for all three groups. Call Design bases its Concept Realisation process around providing all these groups total visibility and ownership to the solution as the concept evolves.

 

ACD and Call Management Products - Aspect

Aspect has developed and sold the most advanced call centre solutions available to large companies in every major industry around the world. This experience in meeting the business requirements of this broad and diverse customer base has led to the most complete range of PSTN, hybrid, and IP call centre products available today.

 

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™. As call centres are still effectively dominated by voice systems, or systems that support voice, this new family of products focuses on bringing together technologies, processes and services into a tangible asset to improve the overall quality of call centres.

 

eWorkforce Management - Aspect

Call Design is a major provider of WFM solutions in Australia and Asia Pacific, providing the market leading Aspect® eWorkforce Management™ solution.

 

Quality Management - etalk

Call Design has four fully etalk Certified engineers on its team, far more than any other etalk Business Partner in Asia Pacific, and far more than etalk itself. All of these Certifications are at the latest etalk Ver. 3 level. Call Design is also trained and has experience on etalk Recorder 4.x

 

Self-Service Solutions - IBM and Auraya

Call Design supports thousands of IVR ports in Australia. Our team supports four of the six largest financial institutions in Australia. For example, at St.George Bank 78% of all calls (25m per annum) route to IVRs with a greater than 98% completion rate.Their success has been due to Call Design's application design and support.

Call Design is heavily involved in VXML-based Speech Recognition solutions and has implemented a highly acclaimed Speech Recognition solution into St George Bank to manage up to 1.3m calls a month. High 90's acceptance rate coupled with high 90's success rate reduced call transfer by 33% overnight, which increased agent satisfaction to the highest levels ever.

Enabled the IBM Speech Recognition engine, WebSphere Voice Server (similar to Nuance and Speechworks) on a Genesys GVP environment— the only time this has been achieved in Asia Pacific.

Integrated complex IVR systems to Genesys CTI layer in several cases at major banks.

 

Unified Communications - Alcatel

Call Design is a proud partner of Alcatel-Lucent, offering their best of breed solutions in both telephony infrastructure and Unified Communications Software. Call Design as an Enterprise business partner has access to some of the best software and hardware solutions available in the marketplace today.