Custom Widgets in Agent Workspace

The overall project goal was to provide the Austrian Ministry of Finance with a new modern UI/UX agent cockpit within a new multi-channel Contact Centre solution. Top-notch security & reliability were emphasized with strong focus on UI/UX.

Challenges:

  • Developing a set of widgets for Avaya Workspace agent platform, which provided an easy-to-use UX
  • Enabling integration with existing systems in use
  • Simultaneously providing additional functionalities connected with the underlying Avaya Contact Centre solution

Solution architecture

Software development

Support

UI/UX Design

Deployment

Technologies used:

  • React
  • Javascript/Typescript
  • AngularJS
  • RxJS
  • GoLang
  • Docker, Kubernetes

Team composition:

  • Project Manager
  • Solution Architect
  • UI/UX Designer
  • 3 Full-stack engineers

    • Project highlights:

    Our engineers utilized a reactive solution allowing multiple widgets to subscribe to a single value dispatcher.

    We have planned and developed a workspace that allowed customization of the agent-working environment through custom widgets that used clients’ existing CRM application, contact & customer handling systems.

    Benefits:

    The Austrian Ministry of Finance received a brand new multi-channel Contact Centre solution with a familiar environment.

    The solution minimized required agent re-training while adding an improved user experience.

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