– Itay Alon, Product manager –
B2B Call center
IVR solution platform
SaaS Platform
THE
CHALLENGE
This project is about helping contact centers become more efficient by using technology to streamline their workflows. The end goal of this solution will be for users, especially those in customer care and sales teams who rely on phone calls as part of daily tasks or even just informative conversations with prospects (which may eventually turn into sales), can use these new tools efficiently which helps cut costs while improving productivity at the same time
Our part
◉ Design system
◉ Users interviews
◉ UX UI
Agent performance
Monitoring
The agent can monitor his performance and break time. It also shows how many calls he has made, the average duration per call as well as other important statistics that are relevant for him to know about in order maintain high-level sales productivity!
Picking
Campaigns (ACD)
Easy-to use User experience so you can select and act on any of their currently available campaigns or pick from last ones.
Smart alert
Notifications
Calltech will automatically send alerts when the agent exceeds his allocated time on a call. This way, more productivity can be achieved for all parties involved in taking those calls!
Simple and intelligent
Phone system
With its smart interface, complete with auto-complete for faster calling times
Improved
Management tool
New and improved call center management tool that will help monitor agent's statics, send messages to them in real-time as well see what lines they're working on at any given moment. It also has an interface so user can easily track statistics such as how many calls each day his/her agents answer per hour or which days were most popular among customers
"Working with Outline is a process that has been an amazingly satisfying experience. The team has proven to be extremely capable and very attentive. They worked tirelessly to create a solid product that met all of our requirements while providing their own creative input and ideas to ensure the project was a success.”
