Up until recently, most contact centers either used the customer relationship management (CRM) application for agent desktops or they relied on the embedded desktop that came with their contact center software. However, modern customer service operations demand richer, customizable workspaces.
Large contact centers, in particular, need to consolidate multiple applications and workflows into unified, tailored, agen experiences. Many large enterprises have turned to web frameworks like React to build custom desktop applications from the ground up.
