The mission of a contact center is to provide excellent service at a reasonable cost, but the tangle of applications on the agent desktop makes that a challenging task. Instead, the profusion of applications vying for agent attention creates a productivity choke point that compromises the center's ability to deliver an outstanding customer experience at a reasonable cost.

Solving this problem requires a coordinated effort to unify the applications and share data among them, ultimately improving productivity, reducing errors, and streamlining processes.

This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. Two successful implementations demonstrate how desktop application integration produces measurable results: one reduced Average Handle Time by 30 seconds per call, and the other reduced expenses for internal infrastructure.