CCaaS is one of the oldest CX applications in the Enghouse product portfolio. This was it's first re-design since it's inception and due to the size of the product and complexity of the codebase, this product team planned to launch this project in phases.

Goals

• To modernize the user interface using the newly established Design System. 

• Improve the usability and user experience of core product features 

• Ensure the new application meets WCAG 2.2 accessibility requirements.

The Process

The team began by gathering feedback about the pain-points via Account Managers. For this project, it was hard communicating directly with customer service agents, and contact centre supervisors who make the primary user groups for this product. This was due to the risk of sensitive data being accessed during usability testing and analysis sessions. 

We also wanted to understand what works well. Learning what features customers appreciate helped us know how much to evolve the designs and usability of the mentioned feature set. 

The first stage was to revitalize the user interface using the new Enghouse Design System. This would help modernize the user interface, and standardize basic user experiences for core system functions. 

Accessibility

The UX team worked closely with the engineering team to ensure the new UI meets accessibility standards in the North America, EU and Asia-Pacific markets. The newly established design system addresses some of the basics like contrast, component states and best practices, but the real work is on the development side. This was a must have for the redesign of the product. 

Outcomes, results

The first phase was released in 2025, with the next phase due to begin soon.