Background

Voicezen is a young listening application product for voice call analysis in enterprises with large scale voice support services. It measures the quality of customer-agent conversation against set performance indicators and flags for management interventions like feedback or/training or support advisors. The client approached us to design the identity and the product.

Discovery

In the absence of a comparable product in the domestic market, we studied globally available voice analysis products. We followed with in-depth interviews of call centre supervisors to appreciate the needs of, and barriers to, improving performance in voice support services.

Identity

The logo depicts the product’s core offering: speech analysis. A custom illustrated visual language brings alive the environment in which the exchange takes place. Its personality is fluid and approachable, highlighting the product’s human aspects: people, conversations and sentiments.

Brand

The ability to sense underlying emotions in voice conversations like tonality, mood, emphasis and reveal detailed views empowers the supervisor to take action. It’s the product’s sensitivity akin to a human ‘ear’ and judgement combined with the rigour of the data that finds expression in a soft palette and visual style played against a backdrop of data-intensive views. Sense better > See better > Manage better.

UI Structure

Prioritises an action-oriented approach. It leads with views—first consolidated, and progressively, granular. This allows users to choose any level of disaggregation with every click. Groups of issues can be categorised according to the client’s needs. The views flag scores, ranks and metrics that need attention.

Design

A widget led design, allows users to select functionalities and build the dashboards that meet their analytic objectives. The beta was aimed towards a telecom business, and the product was customised to analyse bill collection calls to determine customers’ ‘intent-to-pay’ (ITP) measured on a spectrum. Individual advisor performance can be detailed, with payment status, follow-ups and call analysis to identify areas of improvement in ITP scores. The data is further colour-coded for status and progress.