Smart Dial

Smart Dial is a predictive outbound dialing service. It is offered as an add-on application, or an integrated widget which can be embedded into third-party applications like Salesforce. It helps optimize outgoing call campaigns to maximize efficiency and conversion rates.

This product represents the latest iteration in a line of Dialer applications at Enghouse. While it introduces new capabilities and features, it builds on the foundation of earlier versions, leveraging existing technical specifications. Due to this certain user flows were already established due to reworking of older applications.

Goals

• Optimize user flows, improve Information Architecture in order to present information in an intuitive manner. 

• Design and oversee implementation of final mock-ups.

Technical precedence

The business goal for the new product was to combine the best features of 2 different applications in a single, new product which offers a modern user interface and usability out of the box.  Despite this, we started the IA research without any predetermined notions to discover what the most optimal user flows should be.

Challenges

A major challenge of the user experience design was managing the complexity of presenting a lot of information in a small viewport. In order for the user to accomplish their goal, the right information needs to be presented at the right time. Due to this after the IA workshop the team decided to break down the content into 2 sections: Call info & Wrap-up

On the user interface, we segmented the information into Tabs. During the early stage of the interaction, the agent requires information from the Call Context tab. In here, vital information is placed higher. Everything in the disposition tab, labeled as ‘Wrap-up’, is required once the agent determines the call is coming to end, or has ended.

Outcomes