Sydney, Australia, Aug 21, 2019 -- Contact centre and workforce optimisation application provider Aspect Software has undergone a significant restructure in shifting its business towards adopting an extensive channel model.
As a result, workforce optimisation solution company Call Design has become the sole partner in Australia and will handle Aspect’s customers in the market.
The two organisations have maintained a partnership spanning 20 years across Australia, US, Europe and Asia, but under the new arrangement, Call Design will have access to more support from Aspect’s corporate resources and technology suite.
Aspect underwent a company restructure to move from a combination of direct selling and local channel partnerships, to extensively focusing on channel partners and experts in local markets.
Call Design director Brett Redman said this directional change will provide a greater focus on Aspect Software in supporting channel partners and provide emphasis on new technology developments in employee engagement, AI and automation.
"The magnitude of this change will allow 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 workforce optimisation solutions," Redman said.
"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."
Posted by Veronica Silva Cusi, news correspondent
About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a 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.
About Call Design:
Established in 1999, Call Design is an organisation that specialises in providing software solutions, consultancy, training and support, particularly in the area of Workforce Optimisation, to organisations around the world. We work with contact centres, back office departments, retail environments and branches to implement the best tools available to improve workforce productivity by ensuring the right people are in the right place, with the right skills, at the right time, to optimise the customer experience.
Published: Thursday, August 22, 2019
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.