What Call Design does

Call Design is a privately held Australian workforce optimization consultancy and technology provider founded in 1999, headquartered in Sydney with offices across Melbourne, Brisbane, Perth, Manila, and Madrid. The company operates a multi-vendor model, reselling, implementing, and supporting enterprise workforce management (WFM) platforms from technology partners including Aspect, Alvaria, Intradiem, CallD.AI, and ProHance. Its core customer base is contact centres and back-office operations across industries such as banking, government, telecommunications, utilities, travel, airlines, education, BPOs, and field services, with named customers including NIB, Whakarongorau Aotearoa, Transcom, Auto & General, and Nationwide Towing & Transport.

The company's product portfolio spans four functional areas: enterprise WFM (Aspect), real-time management automation and predictive attrition analytics (Intradiem), back-office productivity analytics (ProHance), AI-driven voice virtual agents (CallD.AI), and outbound customer engagement (Alvaria CX and Advanced Outreach). Call Design supplements these partner platforms with custom integration development that links WFM, payroll, and CRM systems; a structured training curriculum including WFM Essentials, Real-Time Analyst and Team Leader courses, plus Aspect WFM Skills Assessments; a WFM consulting practice; and the annual WOW (Workforce Optimisation Week) Conference in Melbourne.

Call Design monetizes through four revenue streams: software resale, licensing, and ongoing support (recurring); implementation and consulting engagements (one-off); training course and skills assessment fees priced per person (AUD 100 to AUD 2,600 depending on depth); and event ticketing (AUD 595 per WOW Conference attendee). Its go-to-market combines consultative direct enterprise sales for large WFM projects with self-service online booking for training and events. The company is privately held with no disclosed external funding, has operated for more than 25 years, and relies on exclusive-style technology partnerships rather than proprietary AI or platform IP as its primary source of competitive differentiation.

Name

Call Design

Legal name

Call Design Pty Ltd

Website

https://calldesign.com.au

Company type

Private

Founded year

1999

Operating status

Operating

Headcount range

101–250 employees

Short description

Call Design is an Australian workforce optimization consultancy that resells, implements, and supports multi-vendor enterprise WFM platforms (Aspect, Alvaria, Intradiem, CallD.AI, ProHance) for contact centres and back-office operations across multiple industries, supplemented by consulting and training services.

Ownership category

akta.pro rank

Product category

Workforce Management Software

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Services-Telephone Interconnect Systems (7385), Services-Computer Integrated Systems Design (7373), Services-Management Consulting Services (8742)

akta.pro primary industry

Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA)

akta.pro secondary industries

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC), Audio & Speech Analytics (call analytics, QA, insights) (HDAAAFAH)

Keywords

• Workforce management software
• Contact centre solutions
• Workforce optimization consulting
• Back-office productivity analytics
• AI virtual agents

Headquarters

HQ city

Lane Cove

HQ country

Australia

HQ region

Oceania

Offices6 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Supply Chain

Revenue model

1. Technology Solutions: Resale, implementation and support of workforce management software platforms including Aspect WFM, Alvaria, Intradiem, CallD.AI, and ProHance. Revenue derived from software licensing, implementation services, and ongoing support contracts.
2. Professional Services & Consulting: WFM consulting services for contact centres and back-office optimisation including process automation, team structure optimisation, and technology suite maximisation.
3. Training & Education: Workforce management training courses including WFM Essentials, Real-Time Analysts, Team Leaders courses, and Aspect WFM Skills Assessments. Delivered in-person, live-virtual, and self-paced online formats.
4. Events & Conferences: WOW Conference - annual workforce optimisation event featuring expert-led sessions, hands-on workshops, and networking for contact centre and WFM professionals.

Pricing tiers

Go-to-market motion1 record

Distribution channels4 records

Marketing channels7 records

Core offering

Call Design is a workforce optimisation consultancy and technology provider that resells, implements and supports enterprise workforce management software platforms (Aspect WFM, Alvaria, Intradiem, ProHance) alongside its own CallD.AI AI voice agents. It supplements these technology offerings with WFM consulting, custom integration development, and a structured training curriculum (best-practice courses and Aspect WFM skills assessments) for contact centre and back-office operations across Australia and select international markets.

Product overview

Call Design is a workforce optimization consultancy and technology provider offering a multi-vendor portfolio of workforce management solutions. The company resells and implements enterprise software from technology partners including Alvaria (CX and Advanced Outreach for outbound engagement), Aspect (Aspect WFM for enterprise workforce management), Intradiem (Real-Time Management Automation for contact centres), and ProHance (back-office productivity analytics). Their own offerings include AI-powered CallD.AI virtual agents, custom integration development, and a comprehensive training program with best practice courses and Aspect WFM skills assessments. The ecosystem is complemented by WFM consulting services and community resources including the annual WOW Conference and Erlang Calculator tool.

Differentiator

Problem solved

Functional benefit

Products and services

• Aspect Workforce Management (Aspect WFM) Enterprise workforce management platform for forecasting demand, scheduling staff, and managing workforce performance in contact centres and operational environments. Call Design is the official Aspect Workforce partner delivering implementation, optimisation, and skills training for Aspect WFM software across Australia and globally.
• ProHance Workforce Analysis Back-office workforce analysis and productivity measurement platform providing real-time visibility into how employees spend time across tasks and applications, enabling workload balancing, workflow optimisation, and operational efficiency for back-office and hybrid environments.
• CallD.AI AI Voice Agents AI voice virtual agent technology that autonomously handles inbound customer calls with human-like interactions, manages call surges, and frees human agents to focus on complex, empathy-driven conversations in contact centre environments.
• Intradiem Real-Time Management Automation (RTMA) Intelligent automation platform that monitors contact centre and back-office conditions in real time (service levels, queue times, employee activity) and automatically triggers actions such as coaching, training, or wellbeing breaks without manual intervention to reduce burnout, attrition, and inefficiency.
• Alvaria CX Outbound Solution Outbound customer communication platform designed to deliver seamless, personalised customer interactions that drive engagement and loyalty, supporting contact centre outbound campaigns at scale.
• Alvaria Advanced Outreach Outbound outreach optimisation platform that amplifies contact rates, enhances agent productivity, and delivers data-driven campaign success for organisations running outbound contact programmes.
• WFM Consulting Services Expert consulting services for workforce optimisation across contact centre and back-office functions, covering workforce optimisation strategy, process automation, technology suite maximisation, and tailored solution design for organisations adopting or expanding WFM technology.
• Custom Integration Development Custom system integration development service ensuring WFM, payroll, and CRM platforms communicate effectively so workforce data flows seamlessly across the technology stack for optimised decision-making.
• Workforce Management Essentials Course Three-day foundational training course teaching the principles of forecasting, scheduling, real-time management, analysis, and contingency planning in workforce management without requiring specific WFM software. Priced at A$2,600 per person (excl. GST).
• WFM for Real-Time Analysts Course One-day specialised course equipping real-time analysts with the tools and techniques needed to make better workforce decisions, plan efficiency, and enhance customer experience. Priced at A$600 per person (excl. GST).
• WFM for Team Leaders Course Practical in-person course introducing core principles of workforce management for team leaders, covering leadership in WFM, real-time decision-making, and performance adherence.
• WFM for Team Leaders Online Learning Self-paced online learning course with micro-learning sessions, a live virtual workshop, and real-world challenges designed to build practical team leader skills. Priced at A$850 per person (excl. GST).
• Aspect Workforce Enterprise Skills Assessments Self-paced online assessments validating skills across Aspect Workforce Enterprise software, including Full Skills Assessment (A$150/person), Forecasting Skills Assessment (A$100/person), Scheduling Skills Assessment (A$100/person), and Real-time Analyst Skills Assessment for individuals and teams.

Quantifiable outcome

• Customers report improvements in performance, customer satisfaction and cost efficiency
• +4 more outcomes

Named customers5 records

Segments11 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability5 records

Feature9 records

Partnerships

Five partnerships are on record, tiered core.

• Aspect (Workforce Management)coreTechnology or IntegrationOfficial Aspect Workforce partner delivering expert implementation, optimisation and hands-on configuration training for Aspect WFM software. Call Design provides implementation, customisation, and skills training to help organisations capitalise on Aspect workforce management investment.
• AlvariacoreTechnology or IntegrationPartner providing Alvaria CX and Alvaria Advanced Outreach outbound communication solutions. Call Design implements and supports Alvaria Workforce Engagement Management Suite for contact centres and back-office operations.
• IntradiemcoreTechnology or IntegrationPartner for Real-Time Management Automation (RTMA) solutions. Intradiem's intelligent automation monitors conditions and automatically triggers actions like coaching, training or wellbeing breaks without manual intervention, available exclusively through Call Design.
• CallD.AIcoreTechnology or IntegrationPartner for AI voice virtual agent technology. CallD.AI provides intelligent AI-driven customer interaction capabilities that handle calls with human-like interactions, freeing human agents for complex conversations.
• ProHancecoreTechnology or IntegrationPartner for back-office workforce analysis and productivity measurement. ProHance provides real-time visibility into how work gets done, tracking employee time across tasks and applications for workload balancing and efficiency improvements.

Scale indicators4 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Calabrio: Calabrio provides a workforce engagement management suite (WFM, quality, analytics) sold directly to contact centers. It overlaps directly with the same buyer Call Design serves with Aspect WFM and competes for the same ANZ enterprise wallet.
• NICE: NICE is a global contact-center software leader (NICE CXone, WFM, real-time guidance) that Call Design's customers also evaluate. It competes indirectly with the Aspect and Alvaria solutions Call Design resells.
• Verint: Verint offers enterprise workforce engagement (WFM, engagement, compliance) and is a parallel option to Aspect/Alvaria in many ANZ RFPs, making it an adjacent incumbent to the platforms Call Design implements.
• Genesys: Genesys is a major contact-center platform with native WFM/forecasting capabilities. Its partner ecosystem and direct enterprise sales overlap with Call Design's target buyer profile across the same verticals.
• Aspect Software: Aspect is both a key technology partner and a direct vendor of Aspect Workforce — its enterprise sales team can disintermediate Call Design by selling direct into the same customers Call Design resells to.

Others

• Alvaria: Alvaria (CX, Advanced Outreach, WEM) is a core technology partner for Call Design's outbound and contact-center offerings. As the underlying vendor, it occupies an adjacent/partner role rather than competing in services.
• Intradiem: Intradiem is a core technology partner providing the Real-Time Management Automation platform Call Design resells. As the underlying vendor it is an ecosystem peer rather than a direct services competitor.

Emerging players

• injixo: injixo is a cloud-native, AI-first WFM platform positioned for self-service deployment. It targets the same contact-center buyers Call Design serves and could displace the consulting-led implementation model.
• PlayVox: PlayVox provides a workforce engagement platform (quality, performance, learning) aimed at digital-first CX teams. It overlaps with parts of Call Design's gamification, performance, and learning offering.
• Anywhere365: Anywhere365 provides conversational AI and dialogue management for enterprise contact centers on Microsoft Teams. It is comparable to Call Design's CallD.AI virtual-agent positioning for enterprise buyers.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights7 records

Customer concentration

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Call Design