Callcenter Configuration and Management

In 1999 a small band of entrepeneurs had a vision of making it fast, easy and affordable for small and medium-size companies to install and run customer support callcenters. They founded White Pajama, Inc. to be an Application Service Provider (ASP); where a company wanting an "instant" callcenter needed only supply agents with computers and phones, and White Pajama would do the rest.

Although the founders of White Pajama were experts at callcenters technology, they knew they would need top-notch user interface design expertise to achieve their objectives. They evaluated a number of user interface consultants before selecting Bill Fernandez, who over the next two years designed most of their user interfaces.

The White Pajama system has won a number of awards, including several for its user interface. In 2005 the name of the company was changed to Contactual, Inc., but their adavnced technology and the user interfaces Bill designed continue to fuel their success. Here are some examples:

Agent Console
White Pajama, Inc. -- 2000 to 2002
This web application is the command center for customer support agents. It provides the hub which ties together many of the functional modules listed below.

Status Control Panel
White Pajama, Inc. -- 2000
Is there a call waiting to be answered? Is the agent free, busy, on break? How long has he/she spent in each state? This panel is where those questions are answered.

Telephone Control Panel
White Pajama, Inc. -- 2000
Support agents spend a lot of time on the phone, so they need an intuitive, onscreen, multi-line telephone control panel that helps them work quickly, while preventing them from making errors such as disconnecting customers who are on hold.

Live Chat Module
White Pajama, Inc. -- 2001
Bill designed user interfaces for live chats between a support agent and up to three simultaneous customers.

Web Co-Browsing Module
White Pajama, Inc. -- 2001
This module enables an agent and a customer to browse the same website together while simultaneously talking on the phone or using live chat.

Knowledgebase Module
White Pajama, Inc. -- 2001
A good callcenter knowledgebase can help support agents answer customer questions quickly and accurately.

Point and Click Website Creator
White Pajama, Inc. -- 2001
A system that enables callcenter administrators to create and maintain customer support websites merely by pointing, clicking and typing.

Performance Monitoring System
White Pajama, Inc. -- 2001
This system gives supervisors the information they need to dynamically manage their agents and queues to meet their service level targets.

Statistical Reporting System
White Pajama, Inc. -- 2001
More thana a comprehensive report generator, this system lets managers and supervisors navigate the "information space" of all the data the callcenter records.

Scripted Interaction Module
White Pajama, Inc. -- 2002
A system for creating online scripts that walk agents through complex customer interactions.

Interactive Voice Response Module
White Pajama, Inc. -- 2002
"Your call is important to us. Please press 1 for Sales, 2 for Customer Service, or 3 for Technical Support."

Email Processing Rules Manager
White Pajama, Inc. -- 2002
A comprehensive, user friendly module for creating and managing email processing rules, so that spam can automatically be discarded and legitimate emails routed to the appropriate queues.