Unified Agent Workspace
About
Agent Workspace is where Voiso agents handle live work. When this initiative started, that work was split in two: digital interactions lived in a full-screen omnichannel workspace, while voice lived in a compact softphone that had quietly accumulated call history, SMS, callbacks, dialer campaigns, metrics, and lookup tools over the years.
Task
The softphone's compact format had reached its natural limits. It blocked feature expansion, and the fragmentation was already visible: digital interactions had full contact management with journey history, while calls got a read-only card with two or three attributes, purely for lack of space. Yet the softphone was the daily tool of every voice agent, and it lived inside embedded deployments we couldn't destabilize. The job: design one unified workspace for voice and digital that expands what agents can do, without breaking the habits of people who live in this tool all day and without destabilizing CRM integrations we could not touch.
Solution
The initiative began as more than unification: a modular workspace where features snap on and off and the layout adapts, from voice-only to CRM-embedded. Discovery grounded the case: an issue audit, customer interviews, and a teardown of CCaaS competitors. Cross-domain scope like this needs one owner, so I took the design hands-on. I proposed the phased approach that made the initiative shippable: unification first, the core that unlocks feature expansion, with visual evolution kept gentle for adoption, and pitched it to the stakeholders. I decomposed the entire feature set into functional modules, defined a reusable UI module system, and set one scoping principle: the softphone handles calls, everything else moves to the workspace. The resulting feature-location matrix became the shared contract for design, product, and engineering. As development surfaced constraints, I adapted the solutions, balancing feasibility against the intended UX.
Business Impact
- Consolidated agent workflows into a single workspace.
- Reduced context switching during customer interactions.
- Improved efficiency for high-volume contact center operations.
- Established the foundation for future omnichannel and AI-assisted experiences.
The full case study, including the design decisions and the whole process in detail, is something I'd be glad to walk through on a call.
