Creating Seamless Customer Journeys Through Integrated Technologies

calldesignapi on December 20, 2024

In an omnichannel world, customers expect seamless interactions across platforms. Integrated technologies are key to meeting these expectations and enhancing customer satisfaction.

1. Omnichannel Solutions: A Unified Approach

Omnichannel platforms ensure agents have a 360-degree view of customer interactions. Learn more about omnichannel solutions that unify your processes.

2. Leveraging Data Integration

Real-time data sharing between tools like CRM and WFM systems enables smarter decision-making, improving both agent efficiency and customer satisfaction.

3. Personalizing Customer Experiences

Integrated technologies provide insights that help tailor interactions to individual needs, fostering loyalty and trust.

Create Seamless Journeys

Elevate your customer experience with integrated solutions. Explore our technology solutions to learn how.

log4j2 Vulnerability

calldesignapi on December 19, 2021

Call Design is aware of the recently identified log4j2 vulnerability and has reviewed our internal, our Hosted systems and customer solutions as well as the leading products that we support.

Following a detailed technical review supported by system scans, we have determined that our systems and products either do not use log4j2 at all, do not use the log4j2 core file that contains the vulnerability or do not use the JDNI functionality.

Please contact Call Design via your account executive, Helpdesk representative or technical support person if you have specific questions related to an individual system.

Coronavirus: Our Position Plan

calldesignapi on March 9, 2020

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

The Cloud….. so what??

calldesignapi on November 13, 2018

I’ve been thinking about the cloud for a long time now, and while there is no doubt that it is here to stay for the foreseeable future, I’ve been asking myself… so what?

I know that it is seen by some as heresy to question conventional wisdom, and today’s conventional wisdom says that everything needs to go to the cloud. However, what is the benefit and what is the point? What are organizations getting out of a move to the cloud – because after all it is surely only being done to provide a business benefit??

So, as I see it, organizations are getting the following benefits out of a cloud migration.

  • Consumption based costs / charging
  • Ability to flex up and down in scale as business dictates
  • Removal of the need to manage infrastructure
  • Removal of the need to implement a software lifecycle management regime
  • A change from capex to opex and associated tax benefits

But… if everyone does this then how is it a ‘competitive advantage’? As I see it, you either do this or you become irrelevant. However once everyone has done it then they are all the same again… so there might be a ‘first mover’ type of advantage, but beyond that you need to do it to remain competitive with everyone else… OR you need to do something entirely different.

Back in the 60’s companies knew they needed these new-fangled computer things… but  lots of smaller organizations couldn’t afford them… so along came the idea of a ‘bureau service’ that sold computing by the minute / hour.. exactly like a consumption model. Then as time went on, computing became cheaper, and more organizations could afford computing, but probably more importantly, they could not afford not to have THEIR OWN computing as the bureau services were not flexible enough, or did not provide a competitive advantage as everyone was doing the same thing.

Then, along came the idea of departmental computing with midrange systems using Unix or vendor specific operating systems like IBM’s System 36, 38, AS/400. These came into vogue because the ‘big iron’ in the corporate computing center wasn’t flexible enough, cost too much, took too long to do half a job (sounding familiar?).

Finally, along came desktop computing which gave the end user ultimate control, albeit with very little in the way of corporate control which turned out to be the biggest issue (data security, corporate licencing, support of different versions, different applications, etc etc). So as organizations worked to resolve these particular challenges, they took back more and more control until the idea of the end user having any real control became nonsensical.

Along this ride the world also moved to fixed function terminals (dumb screens) and then to emulation of dumb screens on PC’s, and then to applications that accessed host data and presented in a more graphical way, and then finally on to web based applications… where the PC is really not much more than a – you guessed it – dumb screen.

So I hope that I have presented a case that the technology, while always evolving and changing, hasn’t actually done a whole lot for businesses besides causing them to spend money to stay compliant, safe (from a data safety perspective at least) and relevant, because it seems like everything old is new again, and it’s possibly the ‘change’ that is important, and not what you are changing from or too.

What does all this really mean??

Well, I think that what it means is that the most important thing a business can do for itself to continue to be successful is to provide products and services that their customers want, and do that in a way that is uniquely better or different to their competition. If that means a move to the Web, or new computing, or saving money by doing something in a different way, then of course those things MUST be done… just don’t expect that the shiny new toys are the savior of your business, because the real savior is going to be how you use and build on whatever it is that you have. It may be a case of throwing it all out and starting again, but from my experience that is very rarely actually needed.

I like to think of it in motorcycle racing (or car or whatever) terms… you can have the fastest bike out there on the track, but if you aren’t the fastest rider, you aren’t necessarily going to win!

And then of course there is that very hackneyed expression…. To finish first, first you must finish.

Comments always welcome!

Regards,

Brett Redman
Director