Challenge

Voice RTC had grown feature by feature, never design first. The result was an interface that asked agents to adapt to it, rather than the other way around. For people managing high volumes of customer calls every day, that friction isn't trivial. It accumulates: in hesitation, in errors, in the mental energy spent navigating a tool instead of focusing on the person on the other end of the line.

Design Solution

We started by asking a pretty simple question,

"What does an agent actually need the moment a call comes in?"

Everything else followed from there. We looked at every button, every label, every piece of information on screen and asked whether it was earning its place. A lot of it wasn't. Acronyms got replaced with real words.

The goal was an interface that will remove cognitive load from agents. One that agents can trust to behave the same way every time, so their attention stays on the customer rather than the tool.