JagCall
AI-powered voice and web call centre platform
Role
Lead Product Designer
Duration
6 months
Outcome
Full platform launched
Overview
JagCall is an AI-powered call centre platform that combines traditional voice calling with web-based communication channels. It uses AI for intelligent call routing, real-time transcription, sentiment analysis, and automated follow-ups.
The Challenge
Call centre software is notoriously complex — agents need to handle calls while viewing customer context, supervisors need real-time metrics, and the AI features had to enhance rather than complicate the human interactions. Designing for a high-stress, speed-critical environment required extreme attention to information hierarchy.
The Approach
I designed the platform with a focus on reducing cognitive load for agents — putting the right information in the right place at the right time. The AI features were designed to be assistive, surfacing suggestions without interrupting flow. Real-time dashboards for supervisors were designed for wall-mounted displays as well as desktop use. Our agency handled the full development.
Key Results
- Complete AI call centre platform designed
- Agent interface optimised for high-call-volume environments
- Real-time supervisor dashboards for desktop and wall displays
- AI-assisted features integrated without disrupting agent workflow
- Full development completed by ClickWeb Studio