Year
2024
Client
Consolidated Communications
Industry
Telecom
Type
Product Design
Project Length
3 Months
Challenge
Consolidated Communications relied on fragmented systems for case management, call routing, and outage tracking, limiting visibility and slowing decision-making. Agents lacked a unified view of customer history, outage impact, and case activity. Inefficient call routing often resulted in poor customer-agent matches and slower resolutions. The challenge was to unify these workflows into a single platform that could provide real-time insights and improve operational efficiency.
By the Numbers
30+
Research Participants
12
Weekly Group Interviews
~40
Research Hours
20+
Designed Pages
Solution
We designed a unified platform that consolidated case management, call routing, and outage tracking into a single experience. Real-time insights, intelligent routing, and integrated customer sentiment data enabled faster decisions and more efficient issue resolution. Enhanced outage mapping and customizable dashboards gave agents immediate access to critical information. The result was improved operational efficiency and a better customer experience.
Impact
30%
Reduction in Call Transfers
25%
Increase in First-Call Resolution
20%
Increase in Customer Satisfaction
Design System & Experience Screens
