Composit. Contact Center Complex Dashboard

Project Overview

Tadiran Composit is a professional contact center platform developed for Tadiran Telecom, a leading Israeli telecommunications company. The platform is designed to streamline customer interactions, enhance agent efficiency, and optimize call center operations through an intuitive and data-driven interface.

My Role

As a UX/UI Designer for Tadiran Composit, I was responsible for transforming a complex contact center platform into an intuitive, efficient, and user-friendly experience. My work significantly improved efficiency, agent performance, and customer satisfaction, making the platform a powerful tool for Tadiran Telecom’s contact centers.

Problem

Before Composit, Tadiran Telecom’s contact centers faced several challenges that impacted efficiency, agent productivity, and customer satisfaction. Agents struggled with clunky, outdated interfaces, leading to longer call resolution times and frustrated customers. Supervisors had limited visibility into agent performance and call center efficiency, making it difficult to track KPIs and make data-driven decisions.

Solution

Simplifying complex data with intuitive visualization, optimizing navigation & user flow for efficiency, ensuring seamless integration & collaboration. Enabled proactive network optimization, minimizing downtime and boosting overall performance.

Workflow

Usability Validation

Research

Defining Business Goals

User Research

Ideation

Design

Brainstorming

Sketching & Wireframing

Design System Developing

User Flow

User Testing

App Map

Agent Login

Authentication

Dashboard

Incoming Call

Call Handling

Live Monitoring

SLA Tracking

Transfer Call

Call Log

Agent Tracking

Call Transferred Successfully

Screens

Call Agent Persona

Daniel Cohen

Call Center Agent

Daniel is a call center agent with two years of experience in customer service. She handles high volumes of calls, emails, and chats, resolving technical issues while striving to meet performance targets. Her biggest challenges include slow navigation, multitasking pressure, and limited access to real-time customer data. Daniel needs a fast, intuitive platform that streamlines workflows, provides instant customer insights, and automates repetitive tasks.

Her daily responsibilities include:

✅ Handles incoming calls.

✅ Resolves technical issues and service complaints.

✅ Logs customer interactions in CRM.

✅ Meets targets for response time and customer satisfaction.

Pain Points & Challenges:

🚨 Slow navigation and cluttered interfaces.

🚨 High call volume and multitasking stress.

🚨 Limited access to real-time customer data.

🚨 Time wasted on manual data entry.

Look & Feel

Typography + Colors

UI Kit + Assets