Agent Experience
Agent Experience is an omni-channel contact centre suite, built to give customer service agents everything they need in one place.
The product unifies voice, live chat, email, and digital messaging into a single workspace – complemented by an AI Copilot, a smart unified worklist, customer profile and history tools, reusable response templates, and a standardised wrap-up workflow.
The project represented a significant step forward for the business: moving away from fragmented, channel-specific tooling towards a cohesive, modern agent desktop that could scale across enterprise contact centre environments.
Challenge
Contact centre agents have one of the most cognitively demanding jobs in customer-facing organisations. At any given moment they’re expected to manage multiple live interactions across different channels, recall customer history, comply with regulatory requirements, and document outcomes accurately – often under time pressure and with little room for error.
The tooling available to most agents reflects years of accumulated workarounds: separate applications for voice and digital channels, inconsistent interfaces, and limited access to contextual information at the point of need. This creates friction at every stage of an interaction, from the moment a contact arrives to the moment it’s closed.
The challenge was to design a product that could meaningfully reduce that friction – one coherent experience that spanned every channel, surfaced the right information at the right time, and supported agents without overwhelming them. Crucially, the product also needed to satisfy a wide range of stakeholders, from contact centre operations teams to compliance and quality assurance functions, while remaining grounded in the day-to-day reality of the agents using it.
Solution
The design centred on a unified workspace that brings together every channel and tool an agent needs, without requiring them to context-switch between applications. Key areas of the experience included:
A unified worklist gives agents a single view of all incoming work items – voice, chat, email, and digital – with rich metadata, advanced filtering, and an optional preview pane to support fast, informed triage.
The voice channel supports multiple integration models (Verint Voice, CTI, and embedded third-party WebRTC softphones), with a consistent softphone UI regardless of the underlying technology stack. Core call controls, transfer workflows, and conference features are all accessible within the same interface.
The live chat workspace was designed to support high-volume, multi-session handling – with ghost typing, parking, template insertion, and chatbot escalation summaries all considered as part of the agent’s moment-to-moment workflow. Supervisor capabilities including whisper messaging and barge-in were designed in parallel to support real-time coaching without disrupting the customer experience.
The email handling workspace provides a threaded view alongside a rich composition panel, with template access, attachment handling, and flexible action controls to support the full range of email handling scenarios.
An AI Copilot sits alongside the agent during live interactions, surfacing real-time sentiment and performance coaching, knowledge suggestions, and interaction summaries. Outside of active calls, agents can use the Copilot as a conversational assistant to access shift information, time-off balances, and performance data.
A customer profile and interaction history widget ensures agents are never starting from scratch – providing a consolidated view of customer details, recent interactions, and live interaction context such as queue name, risk score, and authentication status.
A standardised wrap-up workflow closes the loop on every interaction, with configurable outcome selection, free-text notes, and AI-generated summaries that agents can review and edit before confirming.
Alongside the product work, key UI patterns and components developed for Agent Experience fed directly into the new version of the design system, ensuring that the work had a broader impact beyond this single product.
Throughout the project, a significant part of my role involved working closely with product management and engineering stakeholders to translate complex, multi-layered requirements into clear design decisions – balancing the needs of agents, supervisors, admins, and compliance teams within a coherent, navigable interface.
Result
Agent Experience has just launched, so quantitative impact data is still being gathered. What the project has delivered is a product that consolidates an entire contact centre agent’s workflow into a single, modern application – replacing the fragmented tooling that agents have historically had to navigate across every interaction.
The design work established a consistent interaction language across voice, chat, email, and digital channels, contributed foundational components to the wider design system, and demonstrated that a highly complex enterprise product can be both functionally complete and genuinely considered in its design. Early feedback from the business and stakeholder teams has been positive, and performance data will follow as the product beds in with live users.
