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​The Product
A Collab contact center product that facilitates human-human interaction

Have you wondered how a customer service department gathers info about you when you call?

...or how a political campaign makes phone calls to citizens?

...or perhaps how an IT department is able to help figure out a software issue?

These are all problems for contact centers. Our product design helps contact centers more easily and efficiently solves problems like these.

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Agent-Centered
Focusing on the weak-spot: agents 

Where?​​

Who?​​

How?​​

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Cloud-Based
Usable by virtually any company in any industry

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Multi-Channel
Call, email, chat... Our design handles multiple channels of communication

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Transcription
Listening... and then "really" listening

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Two-Way Ratings
Lorem Ipsum

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Smart Suggestions
Lorem Ipsum

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​The Process
An 8-month, end-to-end research and design project

We arrived at our product through a very thorough, holistic design process that included various research and design methods.

Methods

1. Contextual Inquiry
2. Interviews
3. Fly-on-the-Wall Observation
4. Competitive / Comparative Analysis
5. Affinity Diagramming
6. Ideation Improv
7. Storyboarding
8. Sketching
9. Wireframing
10. Information Architecture

Tools

1. Paper / Sharpies
   
2. Google Surveys
3. Sketch
4. Illustrator
5. Photoshop
6. Framer