A single-pane-of-glass workspace that unified calls, customer data, debt portfolios, and knowledge base for contact centre agents.
Agents were toggling between multiple disconnected tools during live customer calls — a softphone, a CRM, a debt portal, and a knowledge base — causing slow response times and a disjointed customer experience. Every context switch added friction and increased handle time.
Built a comprehensive web application called Agent Desktop that serves as a unified workspace for human agents handling customer interactions. The core challenge was fragmentation — this application brought everything into a single, intelligent interface.
The platform integrates several third-party systems seamlessly. OIDC Okta handles secure authentication, enabling single sign-on with enterprise-grade identity management. Aqueon Softphone is embedded directly into the interface, allowing agents to make and receive calls without switching applications.
Zeta Customer Support Centre integration automatically displays comprehensive banking-related customer data the moment an inbound call connects — account details, transaction history, card status — eliminating manual lookups. C&R Software Debt Manager Portal is triggered during outbound campaigns, showing a pop-up with full debt information (balances, payment history, outstanding obligations) when a customer picks up.
Amazon Connect Wisdom provides real-time knowledge assistance, letting agents instantly search and retrieve approved FAQ responses without leaving the conversation.
The result is a single-pane-of-glass experience where agents handle calls, view customer data, manage debt portfolios, and access the knowledge base — all from one application.
Written by
AWS Conversational AI & Generative AI Developer with 6+ years building enterprise contact center solutions, voice AI agents, RAG pipelines, and AI-powered applications on AWS. Currently at PwC US, previously at Genpact and Agenty Analytics.
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