Cisco/Broadsoft Contact Center Agent Desktop Saas

Product Goals

Goals: The main goal of our CC-One (Broadsoft Contact Center) organization was to build a new level of Omni-Channel Contact Center Cloud Solution.

UX Challenges: One of the general UX challenges was to transform the Broadsoft Contact Center Salesforce widget (320 x 480px) experience into a full desktop Saas solution. Integrate it with our Analyzer system to deliver real-time analytics to agents, their managers and higher.

My role, as a UX/UI Designer, was to design an interactive and visual solution for the product. We worked with  our AVP of Engineering Ramesh Bobba, in engineering team managing by Prashanth Gujjeti (Sr. Director of Engineering) and in touch with our Indian team.

1.0 Research

Normal UX research for this kind of project should include user research feedback information, analytics tools data, competitors analysis of this business sector and inspirational research of modern design trends. the synthesis of these four sources is giving a good foundation for a succeeding design process.

In this particular case, I had just VP input information, based on his product knowledge and information about our users from the product team. Besides that, I researched current competitors and nowadays trends in the Contact Centers sector.

2.0 UX Wireframes

Based on the initial Ramesh's and stakeholders' input information I designed the first round of wireframes using Omigraffle tools. After general approving of the UX flow, I continued to work in Sketch on a visual solution, not touching wireframes. All following UX issues are resolved in color Sketch mode.

3.0 Visual UI Solution

From a few different color schemes, our team selected a green one. It was matching well the Broadsoft brand style. Afterward, we came with an idea to let a user change their main colors and style, to create a custom theme solution. I worked also on our product style customization and themes.

4.0 Design Patterns and Iconography

During the whole design cycle, I was also focused on producing new icons and design elements for our design library. I created the Broadsoft icon set with 70 icons for any Broadsoft Contact Center tools needs. This icon set was converted to SVG images and an online iconic web font was created for our applications.

5.0 Results

The Next level of the Contact Center application was build. Designed one of the main products in the Broadsoft acquisition portfolio. Selling revenue was increased in 2016 - 2019 years.