Omninteract is a powerful SaaS platform built for call center managers and operations teams, designed to manage, monitor, and optimize the complete customer journey from first interaction to resolution.
The product enables call centers to handle call recording, live monitoring, customer tracking, agent performance, and smart automation, all within one unified system.
With AI-driven insights and automation, Omninteract helps organizations deliver faster, smarter, and more personalized customer experiences.
Scope of Work
- I designed the entire product from scratch, covering both Web and Mobile platforms, including:
- Agent (User) Side
- Admin & Super Admin Dashboards
This was a full end-to-end product design responsibility, from early concept to developer handoff.
Key Modules & Features Designed
- Authentication & Login Flows
- Real-Time Announcements
- Voice Call Interface
- Live Chat System
- Customer Journey Tracking
- Desktop Head-Up Display
- Side Navigation & Layout System
- Call Dialer
- Analytics & Performance Dashboards
- Admin Controls & User Management
- Automation & Status Management
Each module was designed with scalability, usability, and real-world call center workflows in mind
My Responsibilities
I worked on this product end to end, including:
- PRD Understanding & Product Planning
- User Research & Flow Mapping
- Information Architecture
- Wireframing (Low → Mid Fidelity)
- High-Fidelity UI Design
- Design System Creation
- Interactive Prototyping
- User & Admin Experience Design
- Stakeholder & Client Meetings
- Design Iterations & Feedback Handling
- Developer Handoff & Support
Outcome & Impact
- Delivered a production-ready SaaS design for a complex call center ecosystem
- Enabled smoother agent workflows and clearer admin oversight
- Improved usability for high-volume, real-time customer interactions
- Successfully handed off complete designs to development with clear documentation
