Cisco: Webex Cloud Call Center

The Webex Cloud Call Center is a large team with a portfolio of products that includes a central platform, sub-platforms based on persona like Agent or Supervisor, specialized tools for scripting calls or monitoring performance, and more. 

For one project, I conducted evaluative research for a design that would allow Admins to utilize Webex Calling on the backend of their Contact Centers, a feature that is now live. To conduct the research, I partnered with the UX design lead to learn about the proposed flow, then created tasks that tested users’ understanding of how to setup telephony without biasing them on the path we wanted them to take. I worked with the PM lead to recruit relevant end customers, then conducted all sessions, assembled an insights report, and presented findings to the executive leadership team. The research identified launch-blockers in the UX and was instrumental at arriving at a new solution that created a more streamlined integration approach.