Today, contact-center agents often have to work across several windows: calls in one system, messengers in another, and case histories in a third. As a result, handling time increases, context gets lost, and some requests go unanswered. The new workstation consolidates all customer communication into a single workplace.
Unified Inbox
All interactions are collected in one shared feed: inbound and outbound calls, together with chat conversations.
- Interaction card: instantly see the channel, customer, latest message, time, result, queue, and case number.
- Agent alerts: notifications help ensure compliance with chat handling standards.
- Status and timer: always visible at the top of the screen
Working with chats
- Content search: find an interaction by a phrase from the conversation
- Filters: tailor the feed to the current task
- Interaction statuses: all conversations are visible, including deferred ones
- Notifications: the agent sees the customer’s reply even while working on another interaction
Working with calls
For each handled call, all the information is collected on a single screen, so there is no need to search for data in reports anymore.
- Call card: ID, type, A-number and B-number, customer name, queue, start date and time, result, and completion code
- Call recording and transcript: for every completed call. The recording can be played back at the desired speed, and the conversation text with time codes is shown alongside it. The essence of the conversation is clear even without listening, and the desired moment is easy to find in the text.
- Callback in one click: directly from the card
- Call or SMS to a new number: without leaving the workspace
Everything you already have will stay, and it will get easier to use
We are not removing anything. All the features your team uses today are moving to the new workstation and working in one window with calls and chats.
- Calls: transfer, hold, and conference; scheduled and automatic callback; post-call work with a timer; statuses and pauses with a reason.
- Channels: Telegram, WhatsApp, Viber, Facebook, Instagram, website web chat, and email; SMS and email templates; a shared customer history across all channels.
- For the agent: FAQ and survey history; KPI and colleagues’ statuses in real time; internal chat with colleagues.
- For the supervisor: listening to and intercepting a call; whisper mode — a prompt for the agent that the customer cannot hear.
What comes next
The new workstation will continue to evolve. Next, it will include the tools your team is already used to — only more conveniently:
- The familiar agent questionnaire: a conversation script with branching and required fields will open next to the dialogue, and answers will be saved directly to the customer card
- Reworked real-time monitoring dashboards: the picture across the line will be readable at a glance
- Auto-filling the customer card in CRM: data from a call or chat will be automatically added to CRM, so the agent won’t have to enter it manually
What this gives you
For the agent: one window instead of multiple systems, fewer switches, and faster request handling
For the supervisor: all channels in view, access to recordings and transcripts, and quick review of any conversation for quality control or complaint handling
We are now in the final refinement stage, checking system stability. We will share the launch timeline and access to testing separately.
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