Supervisors and adminis had no facility to monitor any efficiency-hindering call centre activities on Exotel’s old interface.

Motivated by a string of common requests collected during user interviews, we introduced a live monitoring feature - the live dashboard, which gave supervisors and admins the capability to monitor overall call centre performance as well as the daily work-activities of agents.

As a result of Exotel’s linear architecture, navigating through the web application was confusing and unintuitive, limiting accessibility and overall efficiency.

As per our new IA, we introduced a new navigation structure with a SWITCHER, allowing users to clearly understand different functionalities of Exotel & access them swiftly. Our new design ensures that it is scalable & enables Exotel to add new modules in the future.

Agents often missed incoming calls because the notifications were not explicit enough to draw their attention.

New notification appears very intuitively to the users on their screens. From the call notification users can add notes, check customer call history while the call is going on.

Call notifications coming in to agents using Exotel were obscure and indiscernible

We created a new call notification which was more noticeable and aesthetically pleasing. We introduced important information like recent call history, call transcriptions and notes, to make user-work more convenient.

The call history interface did not present data clearly and was befuddling/confusing for agents and supervisors alike.

We put in place a new, simpler and cleaner interface which focuses on data that is helpful for Exotel supervisors. Frequently used filters are shown in a statement format and act as headers of the page. This makes it easier and faster for supervisors to filter data as per their need. We also added advanced filters with multiple permutations for pro-users.

The older Exotel design showed all the different types of campaigns together, making it difficult for users to scan the interface and find specific campaign information, which in turn lowered their productivity.

Visually, we grouped all campaigns by ‘type’, which allowed us to display all relevant information for each type. This helped supervisors make quick and necessary decisions. We also put in place a ‘Campaign Summary Page’, which provides data about each campaign, its outreach and after-effects.

Exotel provided data in excel sheets when their users required it, but offered no detailed, analytical feedback. Users had to manually analyse data, which sometimes delayed the important insights, negatively affecting their efficiency.

We established systems that create analytics automatically, based on the metrics Exotel users wanted to use. Easy access to analytical feedback enables them to have foresight based on past data, avoid bottle necks and optimise their time at work.

Even though Exotel had multiple users with different designations and duties, the user management section was designed poorly exposing critical admin info to non-admin users.

We stepped in, organised permission tabs for each role, added a feature to create new roles, and even included optional customisable permissions for each role. This tightens Exotel’s overall security with respect to information flow, while also ensuring a fluid and delightful UX supports every user.