Webex Contact Center
Established the foundational research for Webex Contact Center and designed the framework and architecture of the experience that is scalable, fully responsive and accessible.
Role
Lead Designer & Researcher
Timeframe
2020
Overview
Webex Contact Center is Cisco's next-generation cloud contact center solution designed to help businesses deliver exceptional customer experiences. As part of the foundational team, I was responsible for establishing the research framework and designing the core architecture that would serve as the foundation for the entire platform.
The challenge was to create an experience that could scale across different business sizes, remain fully responsive across devices, and meet the highest accessibility standards—all while handling the complexity of modern contact center operations.
Foundational Research
Before diving into design, I led extensive research to understand the contact center landscape, user needs, and competitive offerings. This research informed every design decision and helped establish a solid foundation for the product.
User Interviews
Conducted interviews with agents, supervisors, and administrators
Competitive Analysis
Analyzed leading contact center solutions in the market
Workflow Mapping
Documented existing workflows and pain points
Accessibility Audit
Established WCAG 2.1 AA compliance requirements
Design Framework & Architecture
Based on our research findings, I designed a modular framework that could accommodate the diverse needs of contact center users. The architecture was built with three key principles in mind:
Scalability
Modular components that can adapt from small teams to enterprise deployments with thousands of agents.
Responsiveness
Fully responsive design ensuring supervisors can monitor operations from any device, anywhere.
Accessibility
WCAG 2.1 AA compliant, ensuring the platform is usable by people with diverse abilities.
Key Design Contributions
Agent Desktop
Designed a unified agent workspace that consolidates customer information, communication channels, and tools into a single, efficient interface. Focused on reducing cognitive load and improving task completion times.
Supervisor Dashboard
Created real-time monitoring dashboards that give supervisors visibility into team performance, queue status, and customer sentiment. Designed for quick decision-making and proactive management.
Admin Configuration
Built intuitive configuration interfaces that allow administrators to set up and manage complex routing rules, team structures, and integrations without requiring technical expertise.
Impact
The foundational work established a strong base for Webex Contact Center's continued growth and evolution. The framework and design system continue to guide product development today.
Scalable
Architecture supporting enterprise deployments
Accessible
WCAG 2.1 AA compliant design
Key Learnings
This project taught me the importance of establishing strong foundations before scaling. By investing time in thorough research and thoughtful architecture, we were able to build a platform that could evolve with customer needs while maintaining consistency and quality. Working closely with engineering from the start ensured our designs were not only beautiful but also technically feasible and performant.