Redesigned softphone: a leap forward for GoToConnect
I led the redesign of GoToConnect’s softphone, creating Softphone 2.0—a flexible, embeddable, and standalone widget. This upgrade solved key issues from the old version and added new features to support users in various scenarios.
My contributions to the project
As the UX designer, I focused on reimagining the softphone to improve usability and flexibility:
Streamlined workflows: The new widget let users handle calls without opening the full GoTo app. Tasks like call transfers, caller ID swaps, and managing multiple calls were simplified to save time and reduce friction.
Responsive design: I created a modular interface that adapted to various needs, from basic calls to advanced features like multi-extension support and visual call parking.
User-focused design: Advanced features were built with accessibility in mind, using expandable drawers to give power users more control while keeping the interface simple for casual users.
Key improvements
The redesign brought notable enhancements:
Embeddable widget: Users could make and manage calls directly within their workflows, with features like clipboard dialing, contact search, and click-to-call.
Advanced tools: Caller ID swaps, E911 updates, and keyboard shortcuts increased flexibility, while visual call parking and contact resolution improved efficiency.
Customizable quick actions: Inspired by phone sidecars, I designed a quick-actions panel tailored for complex workflows, especially for contact center agents.
Supporting contact center agents
Softphone 2.0 introduced a version specifically tailored for contact center agents, optimizing their workflows with:
Queue and caller insights: Agents could view queue details like wait times and call sources, helping them prioritize tasks more effectively.
Custom dashboards: A customizable interface provided quick access to performance stats, team contacts, and supervisor information.
Real-time tools: Enhanced drawers offered instant access to notes, customer histories, and sound clips, giving agents the context needed to handle calls efficiently.
Wrap-up tools: Features for documenting call topics, adding notes, and applying dispositions streamlined follow-up tasks and improved analytics for supervisors.
Results and impact
The redesign delivered:
Increased productivity: Streamlined workflows allowed agents to handle calls and tasks more efficiently.
Better usability: Modular design balanced ease of use with advanced features, supporting both novice and experienced users.
Higher satisfaction: Addressing pain points like poor navigation and limited options significantly improved the user experience.
Softphone 2.0 marked a major improvement for GoToConnect, blending innovation with practical, user-centered design to create a seamless communication tool that meets real-world needs.
