Resume

Comprehensive Call Center Software

This software streamlines customer support with features like bulk calling, multi-channel and CRM integration, agent monitoring, and tools for quick resolutions, ensuring smooth communication and efficient workflows.

Call Center
Redesign
Role: UX, UI Lead - Interaction design Visual Design User flow Rapid prototyping
Timeline:8 weeks
Tools:
  • Figma
  • FigJam
Design Process
Project OverviewThis software streamlines customer support with features like bulk calling, multi-channel and CRM integration, agent monitoring, and tools for quick resolutions, ensuring smooth communication and efficient workflows.
Project Overview

ProblemCustomer support teams often struggle with inefficiencies caused by scattered communication channels, lack of real-time agent monitoring, and delays in resolving customer queries, leading to decreased satisfaction and productivity.
SolutionDeveloped a software solution that integrates multi-channel communication, bulk calling, CRM tools, and real-time agent monitoring, enabling seamless workflows and faster resolutions to enhance customer satisfaction and operational efficiency.

Phases Of Design
As part of the Call Center Software project, the design of the dial pad was identified as a key area for improvement. A detailed and user-focused approach was taken to ensure that the redesign addressed both functional and aesthetic shortcomings.
Analysis of the Existing DesignThe original design, as shown below, lacked key elements of modern usability and clarity. The interface had room for improvement in terms of user flow and accessibility and on the aesthetics.
Existing DesignExisting DesignExisting DesignExisting Design