Catalyst Resources Redesigns InterCall Online Conferencing Application

Share Article

Catalyst Resources was selected by InterCall, the largest conferencing service provider in the world, to redesign their primary online customer application. The recently released Rich Internet Application makes it easier and more natural for customers to schedule conferences and resources, as well as buy add-on services.

InterCall is the largest conferencing service provider in the world, handling over $700 million in web, audio, video, and IM services yearly. Customers use the InterCall Online web portal to schedule conferences and manage their account services. InterCall recognized that usability of this web interface directly impacted customer satisfaction and retention. They engaged Catalyst Resources to redesign the application to make it easier and more natural for customers to schedule conferences and resources, as well as buy add-on services.

Catalyst began with usability tests to evaluate how current customers were interpreting the InterCall web interface and to identify where user interface enhancements would have the greatest impact. The immediate results were an improved screen flow, consistent messaging and clear navigation elements.

Catalyst also developed a series of AJAX-enabled user interface components to enhance usability and responsiveness. These would enable customers to schedule and modify meetings, providing the same ease as using a desktop application. The AJAX components update information in the background, while customers are engaged in other tasks, so the application always appears to be ready and feels responsive.

By implementing the Catalyst design and AJAX-enabling only the components of the UI that provided a significant return on investment, InterCall was able to significantly enhance user experience, without having to undertake a protracted development effort. Catalyst also mapped out a strategy for progressively enhancing other areas of the site for visual design, interaction design, and user interface, as well demonstrating how the site could be easily rebranded for deployment as SaaS.

About Catalyst Resources:
Since 1994, Catalyst Resources has successfully delivered user interface design for more than 200 software applications to leading global and VC-funded organizations. Catalyst's user-validated, agile design approach to UI minimizes financial and functional risks while maximizing dependability and user satisfaction. Catalyst Resources specializes in the unique UI demands of Financial Services, Software as a Service, Rapid Application Design, and AJAX Application Design. Headquartered in the Silicon Valley, Catalyst Resources employs accomplished UI designers, information architects, developers and business professionals. More information about Catalyst Resources can be found at

About InterCall:
InterCall, a subsidiary of West Corporation, is the largest service provider in the world specializing in conference communications. Founded in 1991, InterCall helps people and companies be more productive by providing advanced audio, event, Web and video conferencing solutions that are easy-to-use and save them time and money. Along with a team of over 500 Meeting Consultants, the company employs more than 1,500 operators, customer service representatives, call supervisors, accounting, marketing and IT professionals. InterCall's strong U.S. presence, which includes four call centers and 26 sales offices, is bolstered by a global reach that extends to Canada, Mexico, Latin America, the Caribbean, the United Kingdom, Ireland, France, Germany, Australia, New Zealand, China, India, Hong Kong, Singapore and Japan. For more information, please visit


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Paul Giurata
Visit website