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 Premier 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 comprehensive 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.”
Some of Call Design’s customers include companies such as Westpac, CBA, NAB, Bupa, Qantas, Alliance Insurance, Energy Australia and other global entities such as Transcom, Cox Communications and Macy’s.