Ozonetel is a contact centre platform that aims to enable businesses to communicate effectively via voice, email, social media, SMS and chat, all
under one roof.
1 Year of Collaboration
3 Designers
1 Developer
What We Delivered?
UX Research
Ideation & Design
UI Design
Front End Engineering
Aligning with Business Objectives
Increase the productivity by simplifying user’s tasks and multitasking, because in contact centre
business...
Every second costs money.
Identifying Roadblocks
Difficulties in Consuming Data
Challenges in Drawing Inferences
Fragmented Information
Identifying the Users
Team Leads
Leads a group of agents to
achieve daily targets
achieve daily targets
Managers
Oversees the entire contact
centre operations
centre operations
Agents
Handles customer
inquiries via various channels
inquiries via various channels
Meeting The Users
Are you facing any difficulties with the current product?
Repeated logins and opening multiple windows due to fragmented navigation structure
What are the challenges with monitoring the data?
Overwhelming volume of data makes it difficult to prioritise, consume, and draw actionable
insights promptly.
What can be done to increase efficiency?
Switching between channels involves multiple clicks and navigating through nested information.
Assessing the Competition
Key Insights
- Segmenting data and emphasising crucial points can enhance clarity.
- Use of filters, icons, and colours facilitates efficient data consumption.
- Implementing a ranking systems may motivate agents.
- Gauges and stacked graphs struggle with complex, dynamic data.
Piecing it Together
Navigation
With a deep information structure, “Inverted L” helps users to quickly narrow down their
searches across different sections and sub-sections
Widgets
Effectively presenting the data having multiple variables by implementing appropriate graphs and
adding local filters and tabs.
Agent Dashboard
Amidst high-frequency tasks with high volumes we introduced multitasking features, allowing
agents to chat and attend calls at the same time
Putting it to the Test
What additional features would you like to see in your dashboards?
Managers aspire to craft tailored dashboards to align with their distinct needs and preferences.
What else can enhance your decision-making process?
To pinpoint operational challenges effectively, there's a need for alerts and comprehensive data
drill-down capabilities across various modes.
On busy days, what else can help you manage your workload?
Agents seek the capability to set aside emails for later and prioritise handling calls and
chats.
Incorporating the Insights
Dashboard Designer
Empowering managers to personalize their dashboards to align with their unique needs.
Interactive Widgets
Innovating data visualisation by accommodating complex data with multiple variables and
effortlessly drilling down to pinpoint operational issues.
Agents Dashboard
Efficient agent controls for swift navigation and multitasking in chats and calls.
Transformation
Dashboards
BEFORE
Dashboards
AFTER
IVR Designer
BEFORE
IVR Designer
AFTER
Reports
BEFORE
Reports
AFTER
An Incredible Partnership
Prashanth Kancherla
VP of Product, Ozonetel
“ It has been a pleasant and educating experience to work with F1 Studioz & team. Would highly
recommend F1’s team to any company who wants to outsource their UI/UX design and development. “