For operators of call centre systems, the software and functionality is only part of the user experience. Features and integrations to other enterprise systems are of course vital to their ability to perform but, in addition, consideration needs to be given to the user interface so ensure the system is simple to use, easy to understand and attractive to look at. With workers spending many hours at their consoles helping customers in the contact centre, it’s vital that applications are clearly designed and feel good to use and look at.
In the rush to roll-out new capabilities and integrations into other enterprise systems, the user interface has often been neglected and carries vendor branding that doesn’t match with the style or approach of the company the contact centre works for. This is now changing as call centre owners recognise that appealing, clear and well-designed interfaces transform workers’ satisfaction and productivity. Vendors have researched workers’ preferences and are developing improved systems to address their needs.
“This year, we’re working to renew the look and feel of all our apps and our Attendant Console is the first app to go through this process,” explained Giulio Biondo, Research and Development Manager at Mida Solutions, which has commissioned a specialist UI design company to upgrade its apps. “We decided to use the experts to give us some help on the design and user experience parts. Both are very important to the user.”
The new version of Attendant Console can be integrated with popular business platforms with flexibility in terms of how it is presented. “Customers can embed our app in their CRM, for example, and the new look and feel is designed to be completely customisable so it can be white-labelled and customers can use their own logos and colours,” added Biondo. “This is not a common capability and many customers prefer to customise their systems with their own logos because it helps operators identify with the company.”
Giulio Biondo[/caption]