Call Design’s Position Plan

Call Design shares the concerns of the community regarding the human impact of the Coronavirus (COVID-19) and the potential implications of an outbreak. We continue to follow advice and recommendations posted by the Australian Government.

Call Design is well positioned to manage any significant or disruptive events that may impact operations with existing business continuity plans, covering our distributed geography and the technology we use. Additionally, the welfare of our staff and partners is paramount, and we have been on the front foot educating staff to practice good personal hygiene and encouraging staff to work from home where appropriate.

Should any of Call Design’s office locations be impacted by the Coronavirus, we would enact our crisis management and business continuity plans immediately. Staff will be instructed to self-isolate and work from home to reduce the spread of the virus, and of importance to note, all Call Design IT systems and applications are securely and remotely accessible ensuring that our staff can continue to provide our services, 24/7, from any location.

Geographically, Call Design Service Desk Operations may be delivered from any of the countries that we operate in including our offices in Australia, North America, Europe and Manila.

Call Design will continue to monitor the global situation, educate our people and keep our customers informed of any impact or the need to enact our Business Continuity Plans.

Should you have any further queries or concerns, please don’t hesitate to reach out to your account management team.

Peter Salmon
Director and CIO
Call Design


Call Design Australia Accelerates Growth Through New Partnership with Datagamz

Datagamz Partnership Increases Agent Engagement via Interactive Games

Australia--December 2, 2019: Call Design, an international workforce optimisation solutions company, has today announced a strategic partnership with Datagamz, a gamification solutions provider in the contact centre industry that provides invaluable data insights and games that enhance an employees’ ability to perform at the highest level, tapping into their motivations to reward good performance.Read more


Call Design Invite you to the 2019 Workforce Management Group

We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington.

 Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers. There is a lot to be discussed...come along!

To find out more, check out our events on Eventbrite below:


Aspect Channel Partner, Call Design, Named Premier Australian Partner

This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market.

International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.

For the past 20 years, Call Design has been responsible for sales and implementation of Aspect Software technology in Australia, United States, Europe and Asia. This business transformational deal will allow Call Design the opportunity to serve the Australian market with unparalleled support from Aspect's vast corporate resources and technology suite.

Aspect Software has undergone significant restructures to change the business in Australia, moving from a combination of direct selling and local channel partnerships, to a program focused more extensively on channel partners while also leveraging experts in the local market.

“We are thrilled to have worked with Aspect Software for two decades. This change will be a quantum leap for Call Design and is kudos to the global team we have responsible for implementation of Aspect Software technology into large corporations,” said Brett Redman, Director, Call Design.

“The magnitude of this change will allow for Call Design to continue its aggressive growth in the region and continually support Aspect Software in selling its best-of-breed solutions to contact centres across omnichannel interaction management and world-class workforce optimisation solutions.”

“As we move into gamification, AI and automation as part of our suite of solutions, we are confident that Call Design will continue to combine the best technology and consulting to clients in the region, and Aspect Software is very much part of that.”

Call Design clients include some of Australia’s most iconic brands including Westpac, CBA, NAB, Bupa, Qantas, Alliance Insurance, Energy Australia, as well as global names such as Transcom, Cox Communications, Macy’s and more.

Aspect offers best-of-breed capabilities extending across both contact centre and workforce optimisation applications.  Contact Centre suite software supports both automated and live inbound and outbound communications across voice, SMS, email, chat and mobile interactions. The Workforce Optimisation suite focuses on both workforce productivity and employee engagement strategies, with best-of-breed workforce, performance and quality management solutions. Workforce and Interaction Analytics are available across these capabilities, putting the information you need to make decisions at your fingertips.

“This directional change will give Aspect Software a greater focus in supporting channel partners such as Call Design and provide an emphasis on new technology developments in employee engagement, AI and automation—which will ultimately transform workforces in the future,” confirmed Redman.

“We are enthusiastic with this move, as it reinforces Call Design’s commitment to the Australian market, and our ability to use our extensive experience to continue to support Aspect Software.”

For more information:

Contact media advisor Mellissah Smith 0396 927 600 / 0412 994 994 or alternatively email msmith@marketingeye.com

About Call Design

Call Design is a well-recognised expert in workforce optimisation solutions for contact centres in Australia, United States, Europe and Asia. Offering both on-site and in-the-cloud solutions, Call Design has a robust offering of innovative solutions that optimise the workforce. Combining best-in-class technologies with an experienced team of consultants to offer businesses personalised workforce optimisation solutions, Call Design empowers your employees, engages customers, and automates everyday work process with seamless implementation aimed at enhancing efficiencies at every level of an organisation.

About Aspect

Aspect is on a mission to simplify and improve customer engagement. Aspect’s enterprise software is used by millions of agents every year and supports billions of consumer interactions around the world. Their best-of-breed contact centre and workforce optimisation applications help companies keep agents engaged while providing exceptional customer service experiences. Their flexible, highly scalable solutions for self-service and live interaction management and workforce optimisation are available on-premises or in any hosted, private or public cloud environment.


Meeting your requirements: Call Design's customised courses


To an outsider all contact centres seem much the same.

However, as anyone with experience in the industry knows, this couldn't be further from the truth. Each has its own nuances and quirks, something which is also true when it comes to problems.

Call Design helps contact centres better their services by offering training courses on everything from performance management to manager essentials. However, through doing this we've learnt that it's not always straight forward to pinpoint the issues preventing a given contact centre from reaching its full potential.

Here's our solution:

Call Design has customised courses for contact centres in Australia.Call Design's customised contact centre courses let you take control over how your staff are trained.

1. Customised courses for Australian contact centres

Expanding training programs was listed as the second most important talent-related initiative to be undertaken in the next two years by respondents to Deloitte's 2017 Global Contact Centre Survey.

However, unless you specifically know which area of your contact centre workflow needs improving, blindly picking a course and hoping it yields results is just a shot in the dark.

63 per cent of respondents to Deloitte's Global Contact Centre Survey want to expand their training programs.

That's why Call Design has developed customised courses to meet your unique requirements.

In these instances, rather than adapting our tried and tested teaching modules to your contact centre, the impetus comes from you. Simply reach out to one of our team with a question, and they'll get back to you to discuss exactly what you need. From there you can work to build a training program that will best suit the unique situation in your contact centre.

2. Why Call Design?

Call Design has worked with contact centre managers and leadership teams for nearly 20 years to help improve their workplaces.

We combine our industry experience with innovative technologies and a consultative approach to ensure all bases are covered. This means we're equally well positioned to offer soft skills training in areas including leadership and communication, as we are to implement enterprise-wide digital solutions like workforce management software.

Our emphasis is on woking with you to identify what is going well, and what could be done better. This builds a solid platform for future growth.

For more information on how Call Design's customised courses can enhance your contact centre, get in touch with our team today. 


Aspect Software Named #1 Workforce Management Market Share Leader in North America by Pelorus Associates

Date: 11/13/2018, Phoenix, Arizona

  • Aspect retains top spot in North America in Pelorus Associates’ Workforce Management (WFM) rankings for the 12th consecutive year
  • Aspect recognized for a reputation of delivering excellent customer care, most complete contact centre portfolio in the industry and commitment to technology innovation

Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, announced today that Pelorus Associates, an independent consulting company specializing in the contact centre space, has named Aspect® Workforce Management (WFM) the WFM market share leader in North America in its 2018 World Contact Centre Workforce Management Systems Market report. Aspect’s share of 29.8 percent is the largest of the North America workforce management market. Since Pelorus began tracking WFM market data 12 years ago, Aspect has consistently held a top market share ranking for the North American market.

“Aspect offers the most diverse set of solutions in the contact centre industry and maintains one of the largest and most comprehensive service and support organizations of any vendor,” said Dick Bucci, Founder and Chief Analyst, Pelorus Associates. “Only Aspect has native solutions for virtually every core application required in the modern contact centre. Aspect leaders recognized that by tightly integrating these applications into a complete suite, delivered within a flexible and economical architecture, they could bring to the marketplace products unmatched by other WFO vendors.”

Aspect has retained its market share leadership due to the company’s ongoing technological innovation, success of the product portfolio and reputation for exceptional customer care. Pelorus also highlighted that Aspect WFM software can be tailored to unique customer needs, sports a modern user interface and is available in numerous deployment models, from on-premises to private and public cloud environments.

“From introducing the industry’s first workforce management solution in 1973 to developing an AI-driven intelligent assistant for workforce management, Aspect has consistently recognized key emerging technologies that would help our customers deliver truly exceptional workforce solutions. By engaging customers, employees and contractors, Aspect has been able to maintain our leadership position for so many years,” said Mike Bourke, SVP, Product Management, Aspect Software. “Newly added features address how the gig economy is changing the way agents work and companies hire. By weaving the power of AI throughout the management of our workforce solutions, Aspect will continue to help our customers address the challenges they will face as the market evolves.”

To learn more about Aspect WFM, please visit: https://www.aspect.com/solutions/workforce-optimization/workforce-management-software.

About Aspect
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement centre, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.


According to Customers, Aspect Workforce Management Leads the Pack

November 13, 2018 Shelley Hofman
Workforce Management, Workforce Optimization

The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions.

The growth and popularity of crowd-sourced customer review and recommendations sites such as Yelp and TripAdvisor are where consumers go for authentic, unbiased, user-driven information about products and services they are thinking about purchasing. So nowadays, when you are looking for a hotel, you don’t just want to hear how a hotel describes their rooms, you also want to hear from someone who’s actually stayed in them.

So as is often the case, consumer trends find their way into the enterprise space. The growth of peer-to-peer business solution review sites like G2 Crowd enable organizations looking for software to hear directly from existing users in a forum with an objective and bias-free environment.

G2 Crowd is one of the world’s leading providers of online business software reviews. With more than 500,000 reviews, they offer easily understandable rankings of a wide variety of software products using objective criteria combined with the actual reviews from verified users.

What do G2 Crowd reviews show about Aspect Workforce Management software? As you can see from this real-time G2 Crowd Grid, Aspect Workforce Management is ranked in the Leaders quadrant and has achieved the highest ranking for customer satisfaction among those leaders. In the Enterprise view of the grid, Aspect is the only leader.

G2 Crowd also makes comments, ratings, and actual customer reviews available so users of the site can really get inside the heads of the people working with the software. You can find the full list of reviews here, but below are some examples of what Aspect customers are saying:

Every day, thousands of businesses and hundreds of thousands of agents rely on Aspect Workforce Management to provide accurate forecasting of interaction volumes, flexible and personalized agent scheduling and insightful daily tracking of real-time agent productivity and adherence.  We think it’s the best in the industry but don’t just take our word for it, ask our customers!

https://blogs.aspect.com/according-to-customers-aspect-workforce-management-leads-the-pack/


Call Design Obligations to the European GDPR

The world has embraced this regulation as being necessary in order to do business directly or indirectly with Europe or European companies. Call Design is increasingly requested to confirm compliance with this regulation by Australian and overseas companies, some are our customers, others are suppliers that need to ensure that we are an integral part of their supply chain. Call Design’s position in this is very clear, we manage and protect Personally Identifiable Information that we hold and use ensuring that it is being collected and handled in accordance with GDPR standards

- Providing users with appropriate mechanisms to safeguard their personal data
- Ensuring that our partners also ensure GDPR compliance during data exchanges
- Updating our Policies and employee handbooks to ensure that staff are aware of their responsibilities

And

- For our Hosted customer systems, we ensure that customers are in full control of personally identifiable information and we support their systems without processing customer data directly.
- Call Design employs secure system infrastructure and secure management and controls using MS active directory and secure data centre security and network infrastructure management.

Three quarters of the outside world don’t trust businesses to do the right thing with our emails, phone numbers, preferences and other details. Security of information and privacy is integral to the day to day operation of our company and it is in our greatest interest that our customers, suppliers, staff and the community at large to have confidence in how we handle business and personal information. This is only possible when our systems, processes and people work together and this is reflected in our processes and practices based on our Policy’s and beliefs. GDPR is not new, Call Design complies with the Australian Privacy Act and state and federal surveillance legislation and marketing Acts, we operate in Australia and overseas and adopt the principles of Australian Privacy Laws and state and federal surveillance legislation and marketing Acts. Some more obvious examples of us treating this regulation seriously day to day includes

- Sending an email to the correct recipient, untrusting Outlooks predictive address population;
- Treating all customer information as confidential
- Treating Call Design business and technical information as secure

Peter Salmon
Call Design Director


Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System

Aspect Software a leading provider of native consumer engagement, workforce optimization, and self-service solutions, today announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication in a workforce management (WFM) environment. The patent was awarded for the unique method used to accurately estimate the required staff in a multi-skill, multi-channel contact center environment. Read more here...

https://www.aspect.com/company/news/press-releases/aspect-software-awarded-patent-for-workforce-management-multi-channel-scheduling-system