CCaaS
Year
2025 - 2026
Company / Brand
Enghouse Systems
Role
Design Director
Sector
CX (Customer Experience), Enterprise SaaS
Enghouse CCaaS (Contact Centre as a Service) is a customizable, omni-channel SaaS enterprise application. It supports communication through a range of channels such as voice, chat, SMS, email, social media, and other media, such as video.
It is one of the oldest CX applications in the Enghouse product portfolio. This project ushered in the first re-design since it was launched. Due to the size of the product, and complexity of the codebase, it was planned to launch this project in phases.
Project 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.
Process
Due to the size and complexity, this project was planned to be delivered in 2 phases. The first phase focused on the core features like handling interactions, history, callbacks and reports.
The design 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.
Web accessibility
The UX team worked closely with the engineering team to ensure the new UI meets accessibility standards for the North American, EU and Asia-Pacific markets. The newly established design system addresses some of the basics like contrast, component states and best practices, but a majority of the work is on the development side. This was a must have for this project.
Outcomes
The first phase was released in 2025, with the next phase of releases due to begin early 2026.
