CINNOX: Advanced Routing-IVR

Context

As more customers began using CINNOX, it became apparent that the old routing rules were insufficient for handling diverse scenarios. Consequently, the routing rules needed to be refined to meet the requirement of flexibility.

Due to the scope involved core functions within the system, the project was planned to be delivered in several phases according to the roadmap. I was involved in the IVR design aspect of the project.

My Role

Collaborated with the product owner and another designer on the project for UX/UI design.

Recap

Reaching the Use Case

Through interviews with customers, it became evident that the old routing rules had several core issues that could not efficiently support customer requirements, including queue management, time scheduling, and IVR configuration.

Workflow Design

Workflow design offers efficient solutions for both customization and scalability.
In comparison to the old routing settings, workflow enables customers to create processes tailored to their diverse business scenarios.

The core functions of IVR include keypress, data collection, and looping.

Data Collection (Unreleased)

Data collection feature enables the recording of numeric information from visitors, such as ID numbers.
However, a comprehensive data collection package may include data verification and database relations, allowing customers to verify data before picking up calls. For the Proof of Concept (POC) of data collection, the plan was to focus solely on recording functionality initially.

Looping

Looping allows users to configure the system for visitors to either repeat the current process or jump to other specific points within the interaction flow.

Outcome & Retrospective

Routing is a substantial part for CINNOX. By knowing use cases and scenarios, evaluating technical constraints, and considering business impact, we can plan the phases accordingly. Understanding how to break down the scope into manageable steps and deliver progressively is crucial.