Mida Attendant Console Unveils New Look and Feel

The new version of Attendant Console can be integrated with popular business platforms with flexibility in terms of how it is presented

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Mida Attendant Console Unveils New Look & Feel
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Published: August 7, 2020

George Malim

George Malim

For operators of call centre systems, the software and functionality is only part of the user experience. Features and integrations to other enterprise systems are of course vital to their ability to perform but, in addition, consideration needs to be given to the user interface so ensure the system is simple to use, easy to understand and attractive to look at. With workers spending many hours at their consoles helping customers in the contact centre, it’s vital that applications are clearly designed and feel good to use and look at.

In the rush to roll-out new capabilities and integrations into other enterprise systems, the user interface has often been neglected and carries vendor branding that doesn’t match with the style or approach of the company the contact centre works for. This is now changing as call centre owners recognise that appealing, clear and well-designed interfaces transform workers’ satisfaction and productivity. Vendors have researched workers’ preferences and are developing improved systems to address their needs.

“This year, we’re working to renew the look and feel of all our apps and our Attendant Console is the first app to go through this process,” explained Giulio Biondo, Research and Development Manager at Mida Solutions, which has commissioned a specialist UI design company to upgrade its apps. “We decided to use the experts to give us some help on the design and user experience parts. Both are very important to the user.”

The new version of Attendant Console can be integrated with popular business platforms with flexibility in terms of how it is presented. “Customers can embed our app in their CRM, for example, and the new look and feel is designed to be completely customisable so it can be white-labelled and customers can use their own logos and colours,” added Biondo. “This is not a common capability and many customers prefer to customise their systems with their own logos because it helps operators identify with the company.”

Giulio Biondo
Giulio Biondo

The new UI, like the previous version, has been designed to be accessible for visually impaired operators. “This makes Attendant Console suitable for low vision people who use specific technologies to assist them but also for totally blind people,” explained Biondo. “We can do this because our Attendant Console is integrated with the main the screen reader and magnifier tools two main vocalisation tools on the market. Our app is also certified by the Cavazza Institute for Blind People in Italy. One of our strengths is to have this kind of certification to give companies confidence that visually impaired people can use our systems effectively.”

Mida Solutions plans to roll-out the same UI design and flexibility across its range of apps and the new UI will be updated on the company’s  products for Microsoft Teams: Mida Attendant Console, Mida C3 these will be available on the company’s Microsoft Teams app once clearance is achieved from Microsoft. “At the moment there are some features that will be hidden because of Microsoft’s APIs but these will become available,” added Biondo.

“In addition, Attendant Console is compatible with all the latest browsers including Chrome, Firefox and Edge”

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