Callbar is a Talkdesk Product.
Role: UX Designer at Talkdesk
What is Callbar?
Callbar is a web application that allows Talkdesk users to make and receive phone calls from anywhere on the desktop. In addition to being lightweight and easy-to-use, Callbar helps agents provide better service by providing key context information about a customer as soon as the call is received. Callbar is also fully integrated with Salesforce, Zendesk and Desk.com and supports click-to-call, screen pops, call logging and more.
Brief - Call Parking
While working as a UX Designer at Talkdesk, a SaaS Call Center Company, I had to design a new feature in Callbar, a Talkdesk web application integrated with Salesforce that allows users to make and receive phone calls from anywhere on the desktop. Talkdesk did not provide a way to speak with two separate parties - the customer and the vendor - in the same call. The agent needs to talk to one party at a time to coordinate, but the customer and vendor should not hear each other.
The main goal of this feature was:
- For the agent to be able to speak with two different parties simultaneously, without having to end any of the conversations.
- Managers need to be aware of how long each party is 'On Hold' vs 'On Call', so the agent can manage his time accordingly.
User Research - Shadowing