Communication Platform
Call Center

Communication Platform for Akbank

Contact Centre Communication Platform is a “Experience Centre” that offers proactive sales and services with analytical support, complementing digital channels. With this new technology approach, call experience is analysed during, before and after the call. With this analysing this platform proactively solve the problems of Akbank's customers at the source without creating a new call. With AI engine, platform also gives smart insights to users to ease their life and help them make more sales. New friendly brand identify talk with users like a human to make them feel as a friend.

Akbank Design Studio - Staff Channels 2021 Enterprise Golden Press Kit № 111886

Download Press Kit № 111886

Download Press Kit № 111886 Communication Platform for Akbank by Akbank Design Studio - Staff Channels to access high-res images, essential texts, translations, and exclusive interviews—all in one.


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Contact Centre by Akbank Design Studio   Staff Channels
Contact Centre by Akbank Design Studio Staff Channels

Download 1800 Pixels JPEG Image.

For precise, vibrant prints up to 6 inches, use this 1800-pixel image at 300 DPI. For larger visuals up to 12 inches, 150 DPI ensures the image remains clear and impactful. Download watermark-free, high-res images with your press credentials, or opt for an immediate low-res download. For photo credit information, refer to the Image Credits Section.

Communication Platform by Akbank Design Studio   Staff Channels
Communication Platform by Akbank Design Studio Staff Channels

Download 1800 Pixels JPEG Image.

With an 1800-pixel resolution, create stunning prints up to 6 inches at 300 DPI, or expand your storytelling to 12 inches with a clear outcome at 150 DPI. Press pass? Download high-res, watermark-free images. Or, get immediate access to low-res images without accreditation. Details on photo contributions are located in the Image Credits Section.

Akbank Design Studio   Staff Channels Contact Centre
Akbank Design Studio Staff Channels Contact Centre

Download 1800 Pixels JPEG Image.

For precise, vibrant prints up to 6 inches, use this 1800-pixel image at 300 DPI. For larger visuals up to 12 inches, 150 DPI ensures the image remains clear and impactful. Press accreditation offers watermark-free high-res downloads. For immediate needs, low-res images are ready now. Acknowledgements for photographs are in the Image Credits Section.

Akbank Design Studio   Staff Channels Communication Platform
Akbank Design Studio Staff Channels Communication Platform

Download 1800 Pixels JPEG Image.

The 1800-pixel image is crafted for flexibility in print sizes—crisp and detailed at up to 6 inches with 300 DPI, and maintains its clarity at up to 12 inches when set to 150 DPI. Unlock high-res, watermark-free images with press accreditation, or instantly download a low-res version today. Image Credits Section holds all necessary photo accreditation details.

AkbankBrand Logo
AkbankBrand Logo

Download 1800 Pixels JPEG Image.

Utilize this 1800-pixel image at 300 DPI for sharp, detailed prints up to 6 inches. When your narrative requires larger images, deploying it at 150 DPI allows for clear, impactful visuals up to 12 inches. High-res images, watermark-free, are yours with press accreditation; or grab a low-res copy now, no wait required. Consult the Image Credits Section for information on photo credits.

Akbank Design Studio   Staff Channels Corporate Logo
Akbank Design Studio Staff Channels Corporate Logo

Download 1800 Pixels JPEG Image.

Leverage the high resolution of this 1800-pixel image for detailed, vibrant prints. At 300 DPI, it's ideal for up to 6 inches; at 150 DPI, it scales beautifully to 12 inches. High-res, no watermark images await those with press accreditation. For instant access, download a low-res version. For attribution details, see the Image Credits Section.

Press Kit
Call Center Communication Platform Media Articles

Utilize our prepared articles to feature Call Center, available in the languages: Korean, French, Arabic (Standard), German, Portuguese, Dutch, Indonesian, Turkish, Hindi, English, Spanish, Italian, Japanese, Russian and Chinese (Mandarin).


Unique Properties

In accordance with Akbank's new vision, Customer Contact Center is a "Experience Center" that offers proactive sales and services with analytical support, complementing digital channels. By analyzing not only the cx during the call, also before and after the call, we proactively solve the problems of our customers at the source without creating a call. Also we create new experience not only in contact center also in self service channels as mobile, ATM, IVR etc.

Tags

Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction

Production Technology

The project is available for desktop in English and Turkish language versions. Design Tools: Sketch, Principle, Illustrator, Invision, Zeplin, Abstract Development Tools: .net 4.5 mvc, Kendo UI, Angular

Design Challenge

The agent can answer call and chat notification from customers parallely. The design should handle all needs in one shot so the agent manage the call easily. Also, the agents are very busy during the day. The question is how can the application can be kind and smart both in business and personal. When the agent wants to take a new call, the screen is reversed to the pause moments screen and the agent can see motivation or well being messages on there. This screen is created for take a breath.

Project Duration

The project started in March 2019 in Istanbul and had first released in June 2020 in Istanbul. It is an ongoing process with updates depending on new needs.

Operation Flow

Firstly we try to solve the problem or need before become a call so we provide self services solutions as mobile, atm etc. If customer call us firstly we try to guess it's need and response in voice response system easily. If customer need connect to the agent we direct customers to right station faster according to its need and segmentation. During the call, agents are fed with dashboard, analytics intelligence and functions that will provide the fastest and proactive service to the customer

Research

We had in depth interviews with customers and staff users to determine the needs and functions,. To understand the users needs and provide successful solutions, we used wide range of research methods like user interview, card sorting, design workshops. After these research we focus not only the customer experience during the call, but also before and after call and solved the problems.We got meaninful insights with these researches and use them to creating personas, customer journey mappings. To evaluate our design and observed users behaviors, we ran several user testing.

Inspiration

We want to make Akbank customer's and staff's experience better with all channels. Customer contact center is one of the channel of this process. After all the studies we have been thinking about how to make customer communication fast, intelligent, value based and simple. We have designed a proactive, fast and intelligent customer communication and sales tool that provides quick solutions, better quality services and intuitive experience designed to motivate staff encourage team collaboration

Image Credits

Image #1: Illustrator Akbank Design Studio, 2020. Photo Akbank Design Studio, 2021. Image #2: Illustrator Akbank Design Studio, 2020. Image #3: Illustrator Akbank Design Studio, 2020. Image #4: Illustrator Akbank Design Studio, 2020. Image #5: Illustrator Akbank Design Studio, 2020. Video Credits: Illustrator Akbank Design Studio, 2020.

Project Overview

Call Center Communication Platform has been a Golden winner in the Interface, Interaction and User Experience Design award category in the year 2020 organized by the prestigious A' Design Award & Competition. The Gold A' Design Award is granted to designs that demonstrate a high level of innovation and a significant impact on their intended audience. Recognized as a major achievement by the A' Design Awards, these designs are characterized by their visionary approach and the exceptional skill of their creators. Winners of the Gold A' Design Award are noted for their ability to push the envelope in art, science, design, and technology, delivering solutions that not only meet but exceed expectations. These designs serve as benchmarks for excellence, encouraging further innovation and inspiring future generations of designers.

 Award Logo
Golden Recognition

Akbank Design Studio - Staff Channels was recognized with the coveted Golden A' Design Award in 2021, a testament to excellence of their work Call Center Communication Platform.

DesignPRWire
Akbank Design Studio - Staff Channels Press Releases

Attention press members and journalists: We offer a collection of press releases on Akbank Design Studio - Staff Channels and their notable work, available for your unrestricted use. Available now: 2 press releases ready for immediate access by journalists.


Newsroom
Akbank Design Studio - Staff Channels Newsroom

Dive into Akbank Design Studio - Staff Channels Newsroom to explore celebrated designs and projects.

You are currently viewing Media Showcase № 111886. Access Akbank Design Studio - Staff Channels's comprehensive newsroom for a deep dive into their award-winning portfolio, including media assets and much more. You are now viewing the Media Showcase 111886 for Call Center. You will find further content in Newsroom 274334.

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