Call monitoring platform: Helping users increase efficiency by 17% with real-time call data
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Project overview
Handling hundreds or thousands of incoming calls is a daily struggle for businesses across industries, from hospitals and health organizations to tech companies. Manually triaging calls is not an option. In turn, identifying inefficiencies and removing their root causes is impossible without comprehensive call analytics.
Our client, Omnitelecom, decided to address this pain point with a new SaaS product. Established in 2003 and accounting for around 10% of Israel’s international telephone traffic today, Omnitelecom has over two decades of experience in the telecom industry.
Omnitelecom’s new product, a call management and monitoring platform, would ultimately help businesses streamline call center operations, reduce costs, and improve customer service experiences.
To deliver this value to the intended customers, however, Omnitelecom needed a dynamic, fast interface that visualizes the latest call data for its platform. That’s why the company sought our expertise in frontend development for data-heavy SaaS products.
Services
Challenges
The platform would display real-time incoming and outgoing call data. So, optimizing interface performance to support smooth real-time data refreshment and visualizations was the key challenge.
Historical data also had to be easy to retrieve and work with. That required intuitive navigation and search.
On top of that, Omnitelecom intended the platform to be used by companies across industries. So, the interface had to meet the needs of business users across business domains and niches.
Finally, since Omnitelecom already had the backend component developed, we had to ensure the interface was seamlessly integrated with it. To that end, we had to thoroughly test the data flow between the front end and back end and optimize its speed.
Our discovery phase revealed the following needs and requirements for the project:
Strategic business needs
01 Launch a call tracking and management SaaS platform for businesses
02 Deliver value to customers in the form of reduced costs and streamlined operations
03 Achieve a monthly product sign-up growth rate above 10% within the first year
04 Limit customer churn to 10% within the first year
05 Reach a customer satisfaction (CSAT) score of at least 80 within the first year
Technical requirements
01 Develop the interface for the web platform using React, Redux, and TypeScript
02 Integrate the interface with existing backend components
03 Implement real-time data refreshment for call data
04 Minimize the latency and response time across the platform
05 Implement support for integration with other user systems for smooth workflows
06 Add specific types of dashboards and reports to the platform based on user needs
07 Minimize the load time across the platform
08 Limit user error rates to 15%
We’ll minimize the load time and latency for real-time data visualizations to turn your product into your customers’ operational efficiency driver.
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Solutions
To build a dynamic interface with consistently high performance, we opted for a combination of React, Redux, and TypeScript. This tech stack was perfect for enabling real-time data refreshment with a component-based architecture and implementing support for integrations with customers’ other systems.
The web platform consists of three key modules: call logs, reports, and dashboards. Its features span:
- Simple and intuitive sign-in
- Live, sales, service, and finance dashboards with real-time data widgets and charts
- Call detail record with incoming and outgoing call information and recordings
- Real-time notifications
- Search
The fast interface and convenient navigation made the platform an efficiency driver among its early adopters. They reported a 17% higher operational efficiency and a 13% decrease in costs thanks to the platform. Our client, in turn, saw a 12% monthly product sign-up growth and secured a customer churn rate below 10%.
Sign-in
Omnitelecom’s solution welcomes users with a sign-in screen like any other SaaS platform. We ensured the sign-in process was simple and intuitive, all while implementing robust data protections and validation rules to secure access to the platform.
As a result, the sign-in process is fast and straightforward. The task success rate for these user flows reached 94% during our user testing.
Dashboards
The platform’s dashboards display call data in real time. This data includes waiting and incoming calls, answered calls, abandoned calls, agent availability, and more. To meet the needs of different user categories, we implemented four types of dashboards: live, sales, service, and finance dashboards.
To ensure that users can grasp all data at a glance, we visualized key metrics in charts and graphs that are updated in real time. Our focus on smooth performance for real-time data updates resulted in a <50 ms latency for data refreshment under various loads.
Call logs
This section, dubbed Call Detail Record, organizes all incoming and outgoing calls in a comprehensive, easy-to-browse table. The table contains all the call information: caller ID, source, status, destination, dialed number, date/time, and duration. Users can also add calls to favorites, listen to the call’s recording for quality assurance, and share links to those recordings.
We streamlined navigation and browsing experiences to enable users to quickly find the call data they’re looking for. At the same time, the data is stored in the company’s database, mitigating security risks and protecting customer privacy.
Reports
The platform allows users to generate reports to facilitate working with available call analytics. We implemented 11 pre-built report templates, covering everything from agents and average hourly to traffic and status changes reports. The report contents can be customized to meet users’ needs.
We thoroughly tested the report generation features to ensure they remained intuitive and reliable. As a result of our improvements, report generation speed increased by 12%, and the task success rate for associated user flows reached 91%.
Real-time notifications
User research showed that the target audience across user categories expected the platform to support real-time alerts to keep them updated on the latest changes in call data. So, we implemented the notification window, available in the platform’s top bar, and minimized latency for the alerts.
As a result, users get alerted about updates or issues immediately. This enables business users to resolve problems promptly and react to changes as they happen.
Search
To facilitate data retrieval, we added a search bar to the Call Detail Record section. The search supports semantic queries and allows filtering results using parameters like date and time ranges.
The search proved helpful and convenient for the target audience. Early feedback cited its versatility and relevance to the results it produces. We also ensured the search was quick, minimizing the response time during our iterative interface improvements.
Tech stack
Impact
Our fast, intuitive interface for Omnitelecom’s call monitoring and management platform allowed the product to benefit from:
We’ll build a dynamic interface that supports low-latency real-time data refreshment and drives user satisfaction.
Contact usTestimonials
The responsiveness, attention to detail and high-level communication from Darly Solutions was outstanding. Communication with the team was all online and was absolutely seamless. They were highly responsive, worked to tight deadlines and provided great feedback and communication throughout the entire project to ensure it remained on schedule and all quality requirements were being met. They exceeded all of our expectations, from design through to delivery.
LLC Darly Solutions's team performs well since the collaboration started. They are fluent in specific programming languages, they are also fluent in English, and they have a great response time. What is most unique and impressive about Darly Solutions is that everyone in the team is inherently communicative and understands the expertise of their respective fields. The team is very agile and can predict stress situations in which we work together to fix and maintain.
Darly Solutions' work so far inspires confidence, as they're skilled and trustworthy. The health platform is incredibly happy with their work. The team at Darly is communicative, responsive, and responsible. I’d recommend them to people looking to do more than build a simple little software.
By collaborating with Darly Solutions, there is a significant improvement in the project's quality of codes compared to their original codebase. They lead efficient project management and keep the client updated with their reports. They're a flexible team that delivers promising results. They don't just do as they're told, they actively participate in the design process, which is going to yield us a much better platform in the end.
Darly Solutions was able to develop the site with all functions running. The team was responsive throughout the engagement. They excelled at scheduling and delivered projects on the specified timeline. The whole team was a pleasure to work with. I am very glad that I entrusted them with my project, this is the best company for me!
The quality of their work is very high, and we get very good customer feedback on what our site looks like. They're very reliable and have a great overview of the technologies they're using. They meet our deadlines and are very accurate with their time estimations on a project. In addition, they're responsive and great with communication with a great command of English — it's very easy to talk to them. Moreover, we've integrated them into our development and scrum process, where we have daily stand-ups with their project manager and developers through Slack.
LLC Darly Solutions are highly skilled at UI/UX and follow very good engineering standards, and have been very professional in its approach to all the work to date (including the initial consultancy, which was the deciding factor). They have taken ownership of the work in way that demonstrates how much they value the work they are doing and consequently the work we are doing. I am gaining confidence that the decisions they make are good decisions and that this will result in a product that will exceed our initial expectations.
Darly Solutions developed the app in a quick manner, and the code quality was excellent. The professional team was committed to building a successful product. The code quality was good, and the app has been built in a little more than 1 month, which is a result I'm very happy with. They were laid back but professional at the same time.
Darly Solutions’ work helped my business tremendously. They were able to identify key areas for growth and improvement. The team was communicative and professional throughout the entire engagement. LLC Darly Solutions is a solutions-oriented vendor that drives results. They’re really professional and they know what they’re doing. The team knows how to identify my problems and solve them.
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