Customer support platform
Project 04 / 07
Omni-Channel Contact Center
A customer communication workspace that brings conversations, case information, queues, and contact context into a single operational view for support teams.
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The challenge
Agents had to manage incoming work from several channels while keeping customer history, case status, and follow-up actions visible throughout each conversation.
The approach
The workspace places the inbox, active conversation, and customer record side by side. Assigned and unassigned queues organize incoming work, while labels, case categorization, contact details, and resolution controls keep the full support process within reach.
Highlights
- Unified support inbox
- Live case and customer context
- Queue and label management
- REST APIs for contact, email, and chat
Tools & technologies