Akbank Design Studio and Service Design tomonidan Call Center Aloqa platformasi

Akbank Design Studio and Service Design tomonidan yaratilgan Call Center Aloqa platformasi — Interfeys, Interaktiv va Foydalanuvchi Tajribasi Dizayni tanlov toifasida nufuzli 2021 A' Design Award Oltin Mukofoti mukofotining yuqori baholangan g'olibidir.

OltinInterfeys· 2021

Call Center Aloqa platformasi

muallif: Akbank Design Studio and Service Design

Mijoz: Akbank

Interfeys toifasida A' Design Award Oltin Mukofoti g'olibi

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Tasdiqlangan mukofot g'olibi

#111886 uchun mukofot holatini tasdiqlash

A' Design Award saytida ko'rish Press-reliz Mukofot nishoni

Ranglar

Dizayn

Call Center Aloqa platformasi haqida

Call Center — bank aloqa markazi uchun mo'ljallangan aloqa platformasidir. Platforma mijozlar bilan qo'ng'iroqlar va chat so'rovlari davomida operatorlarni qo'llab-quvvatlaydi. Mijozlar ehtiyojlari har bir qo'ng'iroqdan oldin, davomida va keyin tahlil qilinadi, shu tufayli ko'plab muammolar yangi qo'ng'iroqsiz manbaning o'zida hal qilinadi. Mobil ilovalar, bankomatlar va ovozli javob tizimlari kabi o'z-o'ziga xizmat ko'rsatish kanallari ham kiritilgan. Operatorlar har bir mijozni to'g'ri yo'nalishga yo'naltiruvchi boshqaruv panellari va analitika yordamida yo'l-yo'riq oladilar. Qo'ng'iroqlar orasida pauza ekrani motivatsion xabarlarni ko'rsatadi. Platforma moslashuvchan bo'lib, ingliz va turk tillarida mavjud.

Tan olinish

A' Design Award Oltin Mukofoti haqida

Call Center Aloqa platformasi A' Design Award Oltin Mukofotining g‘olibi bo‘lib, bu birinchi darajali, ajoyib va ajralib turuvchi dizaynlarga beriladigan o‘ta nufuzli e’tirofdir. Oltin g‘oliblari o‘z dizaynerlarining daholigi, donoligi va mahoratini aks ettiruvchi benihoya innovatsion, uzoqni ko‘ra oladigan va ko‘zni qamashtiruvchi ijodlardir. Call Center Aloqa platformasi misli ko‘rilmagan qiymat keltiruvchi, juda maqtalgan, yo‘nalish belgilovchi va yodgorlik darajasidagi ixtiro bo‘lishi kutiladi. A' Design Award Oltin Mukofotini qo‘lga kiritgan ushbu dizayn san’at, fan, dizayn va texnologiya chegaralarini katta foyda bilan kengaytiruvchi ko‘zni qamashtiruvchi, e’zozlangan loyihadir. Call Center Aloqa platformasi kuchli istak tuyg‘ularini yaratadi, ishtiyoqni uyg‘otadi, ijodkorlikni rag‘batlantiradi va bizni maftun etadi.

Dizayn ortida

Press-kit

Dizayner tomonidan taqdim etilgan kreditlar, jamoa a'zolari va texnik tafsilotlar.

Noyob xususiyatlar: 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.
O'lchamlar va qadoqlash: Responsive design, holistic design approach to corporate identity
Teglar: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Ishlab chiqarish texnologiyasi: 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
Dizayn muammosi: 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.
Tadqiqot: 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.
Ilhom: 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
Loyiha muddati: 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.
Ish jarayoni: 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
Patentlar: Copyrights belong to Akbank T.A.Ş, 2020
Jamoa a'zolari: Akbank Design Studio and Service Design team
Rasm mualliflari: 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.