ComDesign: Taking an Innovative Approach to Cloud-Based Telephony
Terao Kenji, CEOMany clients are reluctant to overhaul legacy phone systems but are compelled to explore new options due to the growing interest in integrating AI technologies like voice bots and conversational analytics. While such requests are common, they are far from simple to fulfill, as diverse backgrounds and unique operational needs often shape contact centers.
Rather than merely selling new software, ComDesign has developed a service model known as “CXaaS” (Customer Experience as a Service). This approach goes beyond the conventional SaaS model by focusing not only on delivering software but also on the entire experience of utilizing it. ComDesign identifies critical features necessary for its operations by engaging in meaningful dialogue with clients and customizes its offerings accordingly.
“Our method allows contact centers to transition smoothly to new systems without disrupting their established culture, a key concern for many businesses,” says Kenji.
Offering Detailed Custom Development
A cornerstone of ComDesign’s offerings is its cloud-based CTI solution, CT-e1/SaaS. The product stands out for its comprehensive functionalities and seamless service. The strength of CT-e1/SaaS lies in its integration with voice data, which has been meticulously developed in response to customer feedback. This has resulted in a product that meets nearly all the functional requirements expected of a modern CTI system.
“Even when transitioning from established services like Avaya or Genesys, customers rarely find any gaps in functionality, indicating that CTI systems have reached a level of maturity where they are largely commoditized,” says Kenji.
The company’s engineers provide detailed custom development based on customer requests at no additional cost, a rare industry offering. The expertise of ComDesign’s team plays a crucial role in ensuring the success of their clients. Each client is assigned a field application engineer (FAE), a professional with technical knowledge and strong communication skills.
Engineers work closely with clients to identify their needs and develop tailored solutions that address specific challenges. This personalized approach ensures that ComDesign’s services are not only technically robust but also aligned with each client's strategic goals. Moreover, they handle the setup of complex call flows and system integrations through various APIs, enabling customers to fully harness the capabilities of CT-e1/SaaS to suit their specific needs.
Eliminating the Need for External Servers
The growing prominence of AI-driven services such as automated transcription, voice bots, and conversational analytics presents a new frontier in the contact center industry. While many vendors focus on developing proprietary AI technologies, ComDesign has taken a different route. It has built a platform to make these emerging technologies more accessible to contact centers, enabling a blend of human agents and AI that enhances operational efficiency and customer interaction.
“Our Method Allows Contact Centers to Transition Smoothly to New Systems Without Disrupting Their Established Culture, a Key Concern for Many Businesses”
The integration process is a significant barrier for many contact centers adopting new technologies. This often involves additional costs, such as preparing dedicated servers or hiring specialized engineers. CT-e1/SaaS addresses these challenges with an architecture that eliminates the need for external servers for voice data integration and includes the necessary network infrastructure as a standard feature.
Moreover, ComDesign has completed numerous integrations with leading AI services in the Japanese market, making it easier for contact centers to adopt these technologies without substantial investment.
At the Cutting Edge of Innovation
What truly sets ComDesign apart in the CTI market is its “Mashup” concept, which facilitates seamless system integration with a wide range of contact center services.
Engineers work closely with clients to identify their needs and develop tailored solutions that address specific challenges. This personalized approach ensures that ComDesign’s services are not only technically robust but also aligned with each client's strategic goals. Moreover, they handle the setup of complex call flows and system integrations through various APIs, enabling customers to fully harness the capabilities of CT-e1/SaaS to suit their specific needs.
We Envision a Future Where Contact Centers are not Just Efficient Hubs But Also Key Drivers of Customer Insights and Business Strategy
The growing prominence of AI-driven services such as automated transcription, voice bots, and conversational analytics presents a new frontier in the contact center industry. While many vendors focus on developing proprietary AI technologies, ComDesign has taken a different route. It has built a platform to make these emerging technologies more accessible to contact centers, enabling a blend of human agents and AI that enhances operational efficiency and customer interaction.
“Our Method Allows Contact Centers to Transition Smoothly to New Systems Without Disrupting Their Established Culture, a Key Concern for Many Businesses”
The integration process is a significant barrier for many contact centers adopting new technologies. This often involves additional costs, such as preparing dedicated servers or hiring specialized engineers. CT-e1/SaaS addresses these challenges with an architecture that eliminates the need for external servers for voice data integration and includes the necessary network infrastructure as a standard feature.
Moreover, ComDesign has completed numerous integrations with leading AI services in the Japanese market, making it easier for contact centers to adopt these technologies without substantial investment.
At the Cutting Edge of Innovation
What truly sets ComDesign apart in the CTI market is its “Mashup” concept, which facilitates seamless system integration with a wide range of contact center services.
This approach maximizes the potential for expansion, allowing customers to quickly adopt new technologies as they emerge. The continuous development of these integrations ensures that ComDesign’s platform remains at the cutting edge of innovation, providing clients with a telephony solution that is both flexible and future-proof.
ComDesign’s customer engagement process reflects its commitment to understanding and addressing the evolving needs of contact centers. The company's approach is deeply customer-centric, from the initial identification of essential functions to the ongoing development of new features. Even after the system is in place, FAEs continue to act as partners and consultants, ensuring that clients fully explore and utilize the possibilities offered by the platform.
Recently, a major Japanese pharmaceutical company sought to replace an outdated on-premise system that supported several specialized operational requirements, including simultaneous ringing and custom dashboards. ComDesign met these requirements and continued to deliver new features post-implementation, including integration with external systems and call transcription services. The company is now planning to integrate Salesforce’s Service Cloud Voice, a testament to the flexibility and scalability of ComDesign’s platform.
More than Just a Provider of Telephony Solutions
Looking ahead, ComDesign is committed to staying at the forefront of the CTI industry by continuing to enhance its telephony platform. The “Mashup” concept will remain central to its strategy, enabling customers to connect effortlessly with a broad array of top-tier services. As emerging technologies like AI, machine learning, and automation become more integrated into contact center operations, ComDesign is poised to play a pivotal role in this evolution.
“We envision a future where contact centers are not just efficient hubs but also key drivers of customer insights and business strategy,” says Kenji.
ComDesign has truly grown into more than just a provider of telephony solutions. The company is a partner to contact centers, offering a blend of innovative technology and personalized service that ensures clients can confidently navigate the complexities of modern customer interaction. ComDesign’s commitment to customer success and technological excellence will keep the company at the forefront of the contact center industry as it continues to evolve.
ComDesign’s customer engagement process reflects its commitment to understanding and addressing the evolving needs of contact centers. The company's approach is deeply customer-centric, from the initial identification of essential functions to the ongoing development of new features. Even after the system is in place, FAEs continue to act as partners and consultants, ensuring that clients fully explore and utilize the possibilities offered by the platform.
Recently, a major Japanese pharmaceutical company sought to replace an outdated on-premise system that supported several specialized operational requirements, including simultaneous ringing and custom dashboards. ComDesign met these requirements and continued to deliver new features post-implementation, including integration with external systems and call transcription services. The company is now planning to integrate Salesforce’s Service Cloud Voice, a testament to the flexibility and scalability of ComDesign’s platform.
More than Just a Provider of Telephony Solutions
Looking ahead, ComDesign is committed to staying at the forefront of the CTI industry by continuing to enhance its telephony platform. The “Mashup” concept will remain central to its strategy, enabling customers to connect effortlessly with a broad array of top-tier services. As emerging technologies like AI, machine learning, and automation become more integrated into contact center operations, ComDesign is poised to play a pivotal role in this evolution.
“We envision a future where contact centers are not just efficient hubs but also key drivers of customer insights and business strategy,” says Kenji.
ComDesign has truly grown into more than just a provider of telephony solutions. The company is a partner to contact centers, offering a blend of innovative technology and personalized service that ensures clients can confidently navigate the complexities of modern customer interaction. ComDesign’s commitment to customer success and technological excellence will keep the company at the forefront of the contact center industry as it continues to evolve.
