Helping Modernize a Complex Contact Center Solution Through UX Design
Elision Technologies partnered with UXTeam to modernize the user experience of its Call Center Solution, a complex enterprise product supporting multiple modules, workflows, and user roles. The goal was to bring the product in line with contemporary UX standards without compromising the practical needs of teams using it every day.
UXTeam worked with Elision’s product team to understand existing workflows and user needs, translating them into a structured Figma design system focused on greater consistency, clarity, and usability.
Table of Contents
Client Snapshot
Client Type
Enterprise Technology & Communication Solutions Company
Representative
Nikhil Nimje, Assistant Project Manager
Industry
Telecommunications, Contact Center & Customer Communication Technology
Product
Call Center / Contact Center Solution
Engagement Type
Product UX Modernization
Role of UXTeam
UX/UI Design, User Flow Analysis, Product Experience Design, Information Architecture, Figma Design System, Design Modernization
Key Value Areas
Product usability, design consistency, modernization, development clarity, scalable UX
Product Type
Enterprise Contact Center
Experience Scope
Multi-Module UX
Design Output
Modern Figma Design System
About UXTeam
UXTeam is a UX, Usability, and Service Design consulting firm helping organizations improve complex digital products and services through research, experience strategy, and human-centered design.
We work closely with product and technology teams to understand real user needs, simplify complex workflows, and translate business requirements into scalable digital experiences.
About Elision Technologies
Elision Technologies provides technology solutions focused on business communication, telephony, and customer engagement. Its product ecosystem includes omnichannel communication and contact center solutions designed to support organizations across industries including banking and finance, healthcare, automotive, BPO, e-commerce, government, and more.
Its flagship DialShree contact center solution brings together capabilities for inbound, outbound, and blended campaigns, with dedicated applications for administrators, supervisors, and agents. The broader solution ecosystem also includes omnichannel communication, workflow automation, CRM and third-party integrations, customer interaction management, and AI-powered voice capabilities.
The Challenges
Modernizing a complex enterprise product without disrupting usability
Complex Product Ecosystem
Elision’s solution supported multiple modules, workflows, and user roles, making consistency and ease of navigation increasingly important.
Evolving UX Expectations
The existing experience had grown around functional requirements and needed to better align with the expectations of modern enterprise software.
Balancing Modernization & Functionality
The redesign needed to improve usability and consistency while preserving the workflows and functionality relied on by different user groups.
Improving Design-to-Development Clarity
Elision needed a structured design foundation that could give developers clearer direction during implementation and reduce ambiguity and rework.
Closing line
Elision needed to modernize the product experience while preserving its functional depth and creating a clearer foundation for future design and development.
What UXTeam Did
UXTeam’s approach across five experience areas
Product & Workflow Discovery
Worked closely with Elision’s team to understand the product structure, business requirements, workflows, modules, and needs of different user roles.
UX Modernization & User Flows
Reimagined complex workflows and interactions to create a more intuitive experience while preserving the functionality users relied on.
Information Architecture
Restructured information and navigation to make complex modules easier to understand and move through.
UI Design & Experience Consistency
Created a modern, cohesive interface with clearer visual hierarchy and consistent patterns across the product.
Figma Design System & Collaboration
Built a structured Figma design system and collaborated closely with Elision’s team throughout the engagement, giving developers greater implementation clarity and reducing ambiguity and rework.
The Outcome: A More Consistent and Modern Product Experience
The engagement gave Elision a structured foundation for modernizing its complex Call Center Solution while maintaining the practicality required across its different workflows and user roles.
The redesigned experience improved the consistency and quality of the product’s interface while giving the development team greater clarity during implementation.
Key Outcomes
1
Modernized the UX/UI of a complex enterprise Call Center Solution
2
Improved consistency across multiple modules and workflows
3
Created a clearer and more structured product experience
4
Established a comprehensive Figma design foundation for development
5
Reduced ambiguity during implementation
6
Helped minimize potential design-related rework
7
Increased confidence when presenting the modernized product to customers
8
Added design capacity without requiring significant expansion of the internal team
9
Enabled Elision to undertake larger product modernization initiatives alongside regular development work
Who This Is For
This engagement is relevant for:
Enterprise Software Companies
Organizations looking to modernize complex products while preserving critical functionality
SaaS & Technology Companies
Product businesses evolving established platforms to meet changing user expectations
Contact Center & Communication Platforms
Technology providers managing complex workflows, modules, and multiple user roles
Product Teams Balancing UX & Functionality
Teams seeking to improve usability and consistency while maintaining the depth their products require.
Full Client Q&A
Q. What was breaking or becoming difficult in your design delivery before you started working with UXTeam?
A. Our product is quite complex, with multiple modules, workflows, and different user roles. We wanted to completely revamp the UI/UX and bring it in line with current market trends while still keeping the product practical and easy to use. This was where UXTeam really helped us.
Q. When evaluating partners, what made UXTeam feel like the right fit beyond just design capability?
A. What I appreciated most was that they took the time to understand our product and business requirements rather than simply designing screens based on our inputs. They worked closely with our team, understood the existing workflows, suggested improvements, and converted our requirements into a structured and modern Figma design.
Q. Where has UXTeam made the biggest difference in how your team delivers work today?
A. The biggest impact for us has been the improvement in the overall consistency and quality of our product design. Having a well-structured Figma design gives our development team much better clarity and helps us reduce ambiguity and rework during implementation. It has also given us more confidence when showcasing the product to our customers.
Q. How has working with UXTeam impacted your ability to scale projects or protect or improve your margins?
A. From a project perspective, UXTeam has helped us get additional design bandwidth without having to significantly expand our internal team. This has made it easier for us to take up larger modernization initiatives and manage design requirements alongside our regular product development work.
Q. What’s something UXTeam does consistently that makes your life easier as a product partner?
A. The collaboration has been very smooth. The team was responsive, open to feedback, and willing to iterate until we were satisfied with the outcome. They felt more like an extension of our own product team than an external design partner.
Q. If another organization asked you about UXTeam, how would you describe the partnership?
A. UXTeam has been a reliable and collaborative design partner for us. They understood our complex Call Center Solution, helped us modernize its UI/UX to current market standards, and worked closely with our team throughout the journey. I would definitely recommend them to organizations looking for a design partner who takes ownership and works as an extension of their team.
Client Testimonial
“UXTeam has been a reliable and collaborative design partner for us. They understood our complex Call Center Solution, helped us modernize its UI/UX to current market standards, and worked closely with our team throughout the journey. I would definitely recommend them to organizations looking for a design partner who takes ownership and works as an extension of their team.”
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