Tenfold

Designed a platform to help teams that lean on voice conversation understand their team’s effectiveness. Bring acoustic analysis by utilizing conversation dynamics, predictive and linguistic data.

Call History Transcripts

Search terms across call history and gain insight to specific subject matter, with full call transcript and keyword highlighting.

Team Performance

Compare and analyze a team’s performance on calls. Award top users with awards in a Leaderboard style visualization.

Call Analysis

Breakdown each call into actionable insights whether it be via keyword transcripts, user notes, or full call recording with engagement and sentiment visualizations.

Process

We started with helping the client take all their ideas and apply logic and organization to the wide swath of analysis and tracking metrics they had in mind. Exploration into the UI themes this product might embody were also explored via conceptual mockups and style sheets. Before combining the specific functionality with the new style, wireframes were created to explore each user group’s need, layout, and hierarchy of the screens.

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Voice Mapping

An area that we explored the most is how to visualize the tracking of a call between an agent and their customer(s). Metrics such as voice volume, speech speed, and cross-talk were collected to help the user holistically understand how the conversation went, and what they can improve on. A full visualization of a call was designed to bring greater real-time clarity to the top analyic metrics.

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Additional Design Contributions

Pitch Decks highlighting new product work

Presentation theme and design system for brand