Convox - Call Center SaaS & UX UI Design

Logo Design

Corporate Identity

• The Convox logo combines a speech bubble and arrow to represent streamlined communication and workflow direction. It supports Convox - Call Center SaaS ui / ux by reinforcing clarity, guiding user flow, and improving recognition across mobile call center platforms.

User Discussions & Insights

Feedback Summary

• We ran surveys and user interviews to identify workflow issues across call center environments. Feedback showed low task efficiency, unclear UI flow, and barriers to accessing real-time data. These insights shaped the UX / UI direction and helped define priorities around navigation, screen clarity, and information access to improve CSR performance and user satisfaction.

Core Findings

• 64% - Slow Task Flow

  Agents report delays due to unclear UI structure and non-linear workflows, lowering task completion rate and CSR efficiency.

• 72% - Overloaded Interfaces

  Screens show too many actions at once. Users miss key functions, reducing engagement and increasing churn risk.

• 59% - Data Access Delay

  Real-time customer info is not easily available in key views. This affects response time and lowers service accuracy.

Problem and Solution

User Challenges Informed Strategy

• Key challenges in the Convox - Call Center SaaS project centered on inefficient workflows and limited access to customer data, which slowed down agents and affected service quality.
  
  By focusing on simplifying the interface and improving data visibility, the design team prioritized clear navigation and real-time insights. This approach helped create a more efficient UX/UI that supports faster task completion and higher agent satisfaction.

• Problem

  Cluttered interfaces, inefficient task flows, and disconnected customer data slowed down agents and reduced overall productivity. These issues in the Convox project affected CSR quality and increased task completion times, lowering user satisfaction and engagement.

• Solution

  The Convox UX/UI focused on a mobile-first design with clear navigation and real-time analytics. Integrated customer data and smart task management streamlined workflows. The clean, intuitive interface improved speed, task accuracy, and agent retention.

Mobile app

Mobile Sentiment & Communication

• The mobile app improves agent productivity by addressing slow workflows and complex UI issues. It includes a communication balance visualization to spot speaking and listening gaps, enhancing agent interactions.
  
  The call review feature uses sentiment analysis to quickly assess agent performance through emotional markers and playback controls.
  This Convox - Call Center SaaS example simplifies tasks, boosts CSR quality, and supports better user engagement in a B2B SaaS environment.

Primary Capabilities

• Communication Balance Visualization

  Shows the speaking and listening balance to identify communication gaps and help improve agent interactions.

• Workflow and Interface Challenges

  Complex interfaces, slow task flows, and disconnected data reduced agent productivity and lowered customer service quality.

• Call Review with Sentiment Analysis

  Enables quick assessment of agent performance and emotional tone through call recordings with sentiment markers and playback controls.

Branding

Visuals across all touchpoints

• For the project, we developed a simple and cohesive brand system to support recognition and clarity. The design extends across key assets, including business cards and outdoor banners, ensuring consistency in both digital and physical environments.
  
  This Convox UX/UI example uses clear typography, structured layout, and a limited color system to maintain brand alignment. The approach strengthens trust, supports conversion goals, and creates a scalable visual foundation for future growth in the B2B SaaS space.

Typography & Colors

Textures in Type and Tone

• For Convox, we used the Outfit font in light, regular, and medium weights to maintain clarity and consistency across the interface. This choice supports easy reading and clear hierarchy without drawing attention away from the content.
  
  The color palette includes two shades of grey paired with a light yellow accent.
  The greys provide a neutral, professional background, while the yellow highlights key elements and actions, helping guide user focus and improve usability. This combination balances a calm, business-like tone with subtle vibrancy to support user engagement.

Landing page

Entry Screen Layout

• The Convox landing page was designed to deliver clear information about the product’s features and benefits. The layout focuses on simplicity and ease of navigation, helping users quickly understand the value of the platform.
  
  The messaging is straightforward and aligned with B2B SaaS goals, aiming to increase user engagement and improve conversion rates. Consistent visuals support brand recognition and build trust with potential customers.
  
  This Convox UX/UI example shows how a clean design can reduce confusion and encourage visitors to explore further, ultimately supporting higher user retention and satisfaction.

Result

Workflow-Driven Results

• Post-launch data from the Convox project showed measurable gains in agent speed and accuracy. Improved task flows and clearer interface structure made daily operations more efficient and reduced user friction.
  
  The Convox UX/UI changes supported faster issue resolution and improved response quality, contributing to higher customer satisfaction and lower agent error rates. Internal feedback confirmed better visibility and smoother workflows, aligning with key B2B SaaS performance goals.

Usability Score

• 40% - Improvement in task efficiency

  We addressed core usability issues to streamline workflows in the Convox call center app. The redesign led to a significant boost in task efficiency and reduced friction in routine agent actions.

Next Iteration

Expanding access across platforms

• The next phase of the Convox project focuses on adaptive versions for tablet and desktop to support agents working across different environments. The goal is to ensure a consistent experience and allow smooth transitions between devices.
  
  This Convox UX/UI update will extend the product’s usability while maintaining visual consistency and interaction patterns. The expansion supports higher engagement, improves cross-device retention, and helps teams stay efficient regardless of platform.