Call Center Коммуникационная платформа by Akbank Design Studio and Service Design

Золотая Интерфейс · 2021

Call Center Коммуникационная платформа

by Akbank Design Studio and Service Design

Золотая премия A' Design Award 2021 in Интерфейс
CLIENT: Akbank
Estimated Number of Design Views: 1,502,907
Verification code 8CBA38ECD7 · Verify this award

View at A' Design Award Press Release

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About Call Center Коммуникационная платформа

Call Center — это коммуникационная платформа, разработанная для контакт-центра банка. Платформа поддерживает операторов во время звонков и чат-обращений клиентов. Потребности клиентов анализируются до, во время и после каждого звонка, благодаря чему многие проблемы решаются у источника без повторного обращения. В систему включены каналы самообслуживания: мобильные приложения, банкоматы и системы голосового ответа. Операторов направляют панели мониторинга и аналитика, которые перенаправляют каждого клиента к нужному рабочему месту. На экране паузы между звонками отображаются мотивирующие сообщения. Платформа адаптивна и доступна на английском и турецком языках.

About the Золотая премия A' Design Award

Call Center Коммуникационная платформа — лауреат Золотой премии A' Design Award, неимоверно престижного признания, присуждаемого первоклассным, восхитительным и выдающимся проектам. Обладатели Золотой премии — это чрезвычайно инновационные, провидческие и ослепительно блестящие творения, отражающие гений, мудрость и мастерство их авторов. Ожидается, что Call Center Коммуникационная платформа станет высоко превозносимым, задающим тренды и монументальным изобретением, обеспечивающим беспрецедентную ценность. Этот проект, получивший Золотую премию A' Design Award, — впечатляющая, уважаемая работа, которая приносит большую пользу и раздвигает границы искусства, науки, дизайна и технологий. Call Center Коммуникационная платформа вызывает сильное чувство желания, пробуждает страсть, побуждает к творчеству и завораживает нас.

Press Kit

Unique Properties: In accordance with Akbank's new vision, Customer Contact Center is a "Experience Center" that offers proactive sales and services with analytical support, complementing digital channels.
By analyzing not only the cx during the call, also before and after the call, we proactively solve the problems of our customers at the source without creating a call. Also we create new experience not only in contact center also in self service channels as mobile, ATM, IVR etc.
Dimensions & Packaging: Responsive design, holistic design approach to corporate identity
Tags: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Production Technology: The project is available for desktop in English and Turkish language versions. Design Tools: Sketch, Principle, Illustrator, Invision, Zeplin, Abstract Development Tools: .net 4.5 mvc, Kendo UI, Angular
Design Challenge: The agent can answer call and chat notification from customers parallely. The design should handle all needs in one shot so the agent manage the call easily. Also, the agents are very busy during the day. The question is how can the application can be kind and smart both in business and personal. When the agent wants to take a new call, the screen is reversed to the pause moments screen and the agent can see motivation or well being messages on there. This screen is created for take a breath.
Research: We had in depth interviews with customers and staff users to determine the needs and functions,. To understand the users needs and provide successful solutions, we used wide range of research methods like user interview, card sorting, design workshops. After these research we focus not only the customer experience during the call, but also before and after call and solved the problems.We got meaninful insights with these researches and use them to creating personas, customer journey mappings. To evaluate our design and observed users behaviors, we ran several user testing.
Inspiration: We want to make Akbank customer's and staff's experience better with all channels. Customer contact center is one of the channel of this process. After all the studies we have been thinking about how to make customer communication fast, intelligent, value based and simple. We have designed a proactive, fast and intelligent customer communication and sales tool that provides quick solutions, better quality services and intuitive experience designed to motivate staff encourage team collaboration
Project Duration: The project started in March 2019 in Istanbul and had first released in June 2020 in Istanbul. It is an ongoing process with updates depending on new needs.
Operation Flow: Firstly we try to solve the problem or need before become a call so we provide self services solutions as mobile, atm etc. If customer call us firstly we try to guess it's need and response in voice response system easily. If customer need connect to the agent we direct customers to right station faster according to its need and segmentation. During the call, agents are fed with dashboard, analytics intelligence and functions that will provide the fastest and proactive service to the customer
Patents: Copyrights belong to Akbank T.A.Ş, 2020
Image Credits: Image #1: Illustrator Akbank Design Studio, 2020. Photo Akbank Design Studio, 2021.
Image #2: Illustrator Akbank Design Studio, 2020.
Image #3: Illustrator Akbank Design Studio, 2020.
Image #4: Illustrator Akbank Design Studio, 2020.
Image #5: Illustrator Akbank Design Studio, 2020.
Video Credits: Illustrator Akbank Design Studio, 2020.