Call Center Komunikačná platforma od Akbank Design Studio and Service Design

Dizajn Call Center Komunikačná platforma od dizajnéra Akbank Design Studio and Service Design je vysoko uznávaným víťazom veľmi prestížneho ocenenia 2021 Zlatá cena A' Design Award v súťažnej kategórii Rozhranie.

ZlatáRozhranie· 2021

Call Center Komunikačná platforma

od Akbank Design Studio and Service Design

Klient: Akbank

Víťaz ocenenia Zlatá cena A' Design Award v kategórii Rozhranie

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Dizajn

O dizajne Call Center Komunikačná platforma

Call Center je komunikačná platforma navrhnutá pre kontaktné centrum banky. Platforma podporuje agentov počas hovorov so zákazníkmi a pri požiadavkách cez chat. Potreby zákazníkov sa analyzujú pred každým hovorom, počas neho aj po ňom, takže mnohé problémy sa vyriešia priamo pri zdroji bez potreby nového hovoru. Súčasťou sú samoobslužné kanály, ako sú mobilné aplikácie, bankomaty a hlasové odpovedacie systémy. Agentov navádzajú prehľadové panely a analytické nástroje, ktoré nasmerujú každého zákazníka na správne miesto. Obrazovka prestávky zobrazuje medzi hovormi motivačné správy. Platforma je responzívna a dostupná v angličtine a turečtine.

Ocenenie

O ocenení Zlatá cena A' Design Award

Call Center Komunikačná platforma je laureát Zlatej ceny A' Design Award, nesmierne prestížneho uznania udeľovaného prvotriednym, úžasným a vynikajúcim dizajnom. Laureáti Zlatej ceny sú mimoriadne inovatívne, vizionárske a žiarivo oslnivé výtvory, ktoré odrážajú génia, múdrosť a majstrovstvo svojich dizajnérov. Od Call Center Komunikačná platforma sa očakáva, že bude vysoko chváleným, trendotvorným a monumentálnym vynálezom, ktorý prináša bezprecedentnú hodnotu. Tento dizajn ocenený Zlatou cenou A' Design Award je pôsobivé, rešpektované dielo, ktoré vo veľkej miere prináša úžitok a posúva hranice umenia, vedy, dizajnu a technológie. Call Center Komunikačná platforma vyvoláva intenzívne pocity túžby, prebúdza vášeň, povzbudzuje kreativitu a fascinuje nás.

Za dizajnom

Tlačový kit

Kredity, členovia tímu a technické údaje poskytnuté dizajnérom.

Jedinečné vlastnosti: 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.
Rozmery a balenie: Responsive design, holistic design approach to corporate identity
Štítky: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Výrobná technológia: 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
Dizajnérska výzva: 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.
Výskum: 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.
Inšpirácia: 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
Trvanie projektu: 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.
Pracovný postup: 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
Patenty: Copyrights belong to Akbank T.A.Ş, 2020
Členovia tímu: Akbank Design Studio and Service Design team
Zdroje obrázkov: 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.