Our new major release STARFACE 9 comes with several changes, modernizations, and new perspectives. We interviewed Alexandra Neidhardt (Product Manager) and Christoph Scheuermann (Head of VoIP-Services & Product Management) to learn more about the new STARFACE version.
What’s new in STARFACE 9?
Recently, version 9 of our Unified Communications software STARFACE was launched. What were the key developments in the past months?
Christoph Scheuermann: We worked intensively on expanding the functionality of the new version while improving the platform’s stability and performance. STARFACE 9 offers new integration possibilities and an extension of our platform with AI-supported features. Notably, the integration of OpenAI allows our customers to incorporate AI-based processes into their communication workflows. Additionally, we have implemented numerous bug fixes and performance improvements to make the usage even more reliable.
What does the integration of OpenAI mean for STARFACE users in detail?
Christoph: This is a big step toward the future, as it enables our partners to realize AI-supported projects with their customers. An example is the integration of AI into voice dialog systems (IVR). Thanks to the OpenAI integration, our partners can now create intelligent voice dialogs that respond to natural language and are capable of processing complex inquiries. Overall, this integration opens up a wide range of new application fields that we can continue to develop together. Whether it’s automated customer support, intelligent call routing systems, or personalized voice assistants, the possibilities are nearly limitless.
The STARFACE App developemnt
Alex, what developments have occurred in the past year regarding the design and further development of STARFACE Apps?
Alexandra Neidhardt: Over the past year, we have not only redeveloped the design but also expanded the overall functionality of our apps. Our goal was to enhance the user experience across all platforms, both desktop and mobile devices. An important new introduction is the “Quick Access Bar” for Mac users, which provides quick access to frequently used functions. This feature was already present in the STARFACE app for Windows and is now available in the macOS ecosystem as well.
In addition to the design, we focused intensively on improving the stability and performance of our mobile apps. Especially with the iOS app, various optimizations significantly increased user satisfaction, which is also reflected in more positive reviews. Overall, our focus last year was on making our apps more robust and user-friendly.
Were there specific challenges encountered during the development of the app design?
Alex: One of the biggest challenges was finding the balance between flexibility and user-friendliness. Our applications are used by a wide variety of people in different roles, from highly skilled users to employees who rarely interact with such tools. Therefore, it was crucial that the design is efficient for experienced users while remaining understandable for less experienced users.
Another example is the “Attendant Console”. This function allows a large number of calls to be managed simultaneously. The feature was a direct response to user feedback. A company’s central office had difficulties managing up to 16 calls simultaneously, so we developed a solution specifically addressing this challenge. We kept the user experience in focus, ensuring even less tech-savvy employees can benefit from the new functionalities.
Speaking of user feedback, Christoph, what role does customer feedback play in the development of STARFACE?
Christoph: User feedback is, of course, central to the evolution of our apps. We work closely with our partners and users to ensure we understand their needs and integrate them into our products. A large part of our success is based on the feedback we receive from users. The “Attendant Console” Alex mentioned is a prime example of this.
New possibilities for software integrations
How does this apply to integrations with other systems?
Christoph: The openness and adaptability of the STARFACE platform has always been a central focus. Our platform is designed to integrate seamlessly with various other systems, be it CRM, ERP, or other communication solutions. This flexibility is one of the main reasons many companies rely on STARFACE. We have realized more than 70 different software integrations developed by our partners. We have also implemented a new, transparent representation of these integrations on our website, allowing customers to see at a glance which integrations are available and how they can integrate them into their systems. Another major topic in this area is the CSTA Multiline integration introduced with STARFACE 9. It allows multiple lines to be monitored and controlled simultaneously, which is particularly advantageous for larger companies. This opens up new possibilities to optimize business processes while reducing costs.
Changes in the administration area
Alex, the administration area of STARFACE is also undergoing revision. What needs to be considered during modernization?
Alex: When modernizing the admin backend, it’s crucial to keep the system’s expandability and the user experience for administrators in mind. The backend is being modernized to be ready for future requirements and flexibly extended. At the same time, we want to create a modern, clear frontend that allows for intuitive and efficient use. We are pursuing an iterative implementation: instead of changing everything at once, we introduce improvements gradually. This ensures that existing functions continue to work flawlessly and new technologies, such as React, are seamlessly integrated. This way, we continuously drive modernization without compromising functionality or user experience.
STARFACE 9 and looking to the future
What are the next steps in the development of STARFACE?
Christoph: A central goal is to further open up and make our platform even more flexible. We will drive additional integrations and partnerships to ensure STARFACE integrates seamlessly into various work environments. AI will also play an increasing role. The integration of OpenAI was the first step, but we see great potential in further embedding AI to make communication processes even more efficient. Additionally, security will always be a focus, particularly regarding cloud services and multi-factor authentication. Our goal is to offer a secure, stable, and flexible platform tailored to businesses of all sizes.
Do you have a closing message for the launch of STARFACE 9?
Christoph: It’s important for us to emphasize that at STARFACE, we always ensure our solutions evolve in close collaboration with our partners and customers. This cooperation allows us to respond agilely to new requirements and ensure that our platform meets the users’ needs.
Alex: I just want to emphasize again that our user is always at the forefront of our platform’s design and development. Our iterative approach to further development ensures we can continuously introduce improvements that facilitate the workday for STARFACE users. We look forward to continuing down this path together with our network.
All information on STARFACE 9
All the details can be found in our release notes for STARFACE 9. For the curious who are not yet STARFACE users, it’s worth discovering #comfortphoning.