Call Design & CallD.ai join forces for AI optimisation

The partnership between Call Design and CallD.ai is set to enhance workforce optimisation in the contact centre industry by combining AI solutions with human expertise.

Call Design, based in Australia and known for providing workforce management and optimisation solutions, has long been regarded as a reliable partner in the contact centre domain. Their offerings contribute to operational efficiency, accurate scheduling, and improved employee engagement for businesses globally.

CallD.ai, on the other hand, specialises in AI-enhanced voice solutions. By utilising Large Language Models and unique conversational intelligence, they create advanced voice agents that aid in real-time employee support and automate routine tasks, refining the overall customer experience in contact centres.

The collaboration between these two companies aims to push the boundaries of workforce optimisation by integrating AI capabilities with existing solutions. This merger, which includes CallD.ai's Peak Assist and Agent Assist features, addresses prevalent challenges contact centres face today.

Peak Assist is designed to help manage call volume fluctuations without sacrificing service quality. It uses advanced forecasting and AI-driven solutions to handle increased workloads efficiently, allowing agents to prioritise meaningful customer interactions.

Agent Assist contributes by offering AI-based support on demand to agents, aiding in cognitive load reduction, providing immediate access to the necessary knowledge, and enhancing the employee support framework to facilitate high-quality service delivery.

These tools are established as vital for operational efficiency improvement and play a significant role in increasing employee satisfaction by reducing repetitive tasks and alleviating stress during peak periods. This approach cultivates a motivated and engaged workforce in contact centres.

The companies assert that their partnership yields multiple advantages for clients, including reduced operational costs, higher customer satisfaction scores, and improved work environments for agents. This strategy prepares contact centres for an AI-driven future, enhancing service delivery through a synergy of AI and workforce optimisation technologies.

Nick Atkin, Founder of CallD.ai, stated, "Call Design's deep expertise in workforce management and optimisation perfectly complements our innovative AI solutions. Together, we're enabling contact centres to achieve higher efficiency, stronger employee engagement, and better customer outcomes. This partnership is a game-changer for the industry."

Julie-Anne Hazlett, Head of Workforce Optimisation Strategy for Call Design, remarked, "CallD.ai's technology is an essential addition to the WFO toolkit. Their ability to enhance contact centre operations with tools like Peak Assist and Agent Assist aligns with our mission to continually evolve workforce management and elevate employee experiences. We're thrilled to collaborate and shape the future of workforce optimisation."

The partnership between Call Design and CallD.ai symbolises a forward-thinking approach to the growing integration of AI in contact centre operations. It embarks on paving the way for the next generation of workforce optimisation, ensuring exceptional service delivery while fostering an enriching and supportive environment for employees.