Next-Generation Contact Center Interface
Problem
A FoxPro-era agent desktop was holding back a contact-center operation that had outgrown it. Every new script, screen layout, or reporting need meant working against software from a different technological era, with agent desktops tied to a legacy TCP/IP backend that modern systems couldn't reach. The operation needed a desktop that could keep pace with the business.
Approach
We built a modern agent interface with VOIP integration, giving agents a unified desktop instead of a patchwork of legacy tools. Built-in script authoring and drag-and-drop screen layouts made agent workflows rapidly customizable, while real-time KPI dashboards gave management live visibility into the floor. Underneath, the system bridged the legacy TCP/IP backend to modern APIs, so the interface could modernize without discarding existing infrastructure.
legacy TCP/IP backend modern APIs
| |
+----------+----------+
v
+---------------------------+
| agent desktop |
| VOIP · script authoring · |
| drag-and-drop layouts |
+---------------------------+
1,800 seats
|
v
+-----------------------+
| supervisor dashboards |
| real-time KPIs |
+-----------------------+Outcome
The new interface changed what the floor could do day to day.
1,800 agent seats at peak capacity. Replaced an antiquated FoxPro application with a modern interface featuring built-in script authoring, drag-and-drop field management, and advanced time/status tracking with automated penalty rules. Gave supervisors real-time KPI dashboards and team management tools. The system’s rapid customizability allowed the client to stay ahead of competitors by responding quickly to Fortune 1000 client requirements.
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