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Contact Center Softphone UI design
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Contact Center Softphone UI design
1.
Introduction of simpler &
smarter user interface for phone applications Aug 22nd, 2007 Tomohiro Iwasa Avaya Japan © 2007 Avaya Inc. Confidential and proprietary information 1
2.
Which do you
prefer? © 2007 Avaya Inc. Confidential and proprietary information 2
3.
Conventional phone applications
© 2007 Avaya Inc. Confidential and proprietary information 3
4.
© 2007 Avaya
Inc. Confidential and proprietary information 4
5.
© 2007 Avaya
Inc. Confidential and proprietary information 5
6.
So many buttons
to press … So much work for state change … © 2007 Avaya Inc. Confidential and proprietary information 6
7.
PROPOSAL TO THE
MARKET A simple appearance of phone control applications for ease of use © 2007 Avaya Inc. Confidential and proprietary information 7
8.
Believe or not
… © 2007 Avaya Inc. Confidential and proprietary information 8
9.
Phone Pad
This icon represents YOUR PHONE and YOURSELF © 2007 Avaya Inc. Confidential and proprietary information 9
10.
Then, how you
operate it? © 2007 Avaya Inc. Confidential and proprietary information 10
11.
Work-state
Phone Pad Phone Pad area Customer Service 03:23 ID: 100021 Ready PW: ****** #: 8826 * Ready to receive customer calls Login Simply drag and put the phone icon on the specific area for state change © 2007 Avaya Inc. Confidential and proprietary information 11
12.
Phone Pad
Phone Pad Work-but- not-ready area ACW * After-call work, in working state of AUX the wrap-up work, and not ready to * In non-working state of receive customer calls taking a break, having lunch or in toilet © 2007 Avaya Inc. Confidential and proprietary information 12
13.
Phone Pad
Phone Pad 090-9381-72xx 090-9381-72xx 00:21 電話ですよ! Touch or click on the phone Answering icon to answer call Alerting Connected © 2007 Avaya Inc. Confidential and proprietary information 13
14.
Phone Pad
Phone Pad 090-9381-72xx 00:21 Dialing 090938172xx Connected Customer Directory Put the phone icon on the telephone number to make a call to. © 2007 Avaya Inc. Confidential and proprietary information 14
15.
Phone Pad
Phone Pad 5 6 7 8 090-9381-72xx 05:22 4 9 2 3 0 * # 1 03557587_ Erase Digit-select dialing digits Held (Music on hold) © 2007 Avaya Inc. Confidential and proprietary information 15
16.
Phone Pad
Phone Pad 090-9381-72xx 04:21 090-9381-726xx 04:21 090-1026-27xx 02:23 Dialing 080102627xx Customer Conferenced Directory © 2007 Avaya Inc. Confidential and proprietary information 16
17.
Phone Pad
Phone Pad 090-9381-72xx 090-9381-72xx 04:21 090-1026-27xx Dialing 080102627xx Transferred © 2007 Avaya Inc. Confidential and proprietary information 17
18.
Phone Pad
Phone Pad 090-9381-72xx 04:21 X Drop Logout (Call disconnect) © 2007 Avaya Inc. Confidential and proprietary information 18
19.
Comparison
Phone Pad Button-based phone application 5 6 7 8 090-9381-72xx 4 00:21 9 2 3 0 * # 1 ID: 100021 PW: ****** #: 8826 Phone control by pressing the buttons Just move the phone icon for what you want © 2007 Avaya Inc. Confidential and proprietary information 19
20.
Phone Pad in
any shape © 2007 Avaya Inc. Confidential and proprietary information 20
21.
090-9381-7266 1
2 3 4 5 6 7 8 9 0 * # 00:21 Ready ACW AUX Logout Phone Pad 090-9381-7266 00:21 ACW Outbound 6 5 TEL 7 ACW Ready MAIL 4 8 TEL Mail 03-3446-7514 Tel Mail 35:05 9 & Ready Tel Ready 3 2 MAIL ACW 0 ACW 1 # AUX * © 2007 Avaya Inc. Confidential and proprietary information 21
22.
It smartly appears on
business applications © 2007 Avaya Inc. Confidential and proprietary information 22
23.
© 2007 Avaya
Inc. Confidential and proprietary information 23
24.
© 2007 Avaya
Inc. Confidential and proprietary information 24
25.
And, on the
hard phone … © 2007 Avaya Inc. Confidential and proprietary information 25
26.
AUX1
AUX2 AUX3 ACD Logout © 2007 Avaya Inc. Confidential and proprietary information 26
27.
The patent application
is being prepared. © 2007 Avaya Inc. Confidential and proprietary information 27
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