Agent Desktop is an HTML5 web application, supporting 4 major browsers. It offers controls to handle interactions of all supported media types (phone, video, e-mail, rich web chat, social messengers, in-app customer support), along with internal chat, interaction flagging and real-time personal metrics.
The softphone/videophone component is included, installed as browser plug-in. In addition, calls can be handled via PSTN phone number, by dialing in and keeping line open or using SIP hardphone.
The UI is role- and context-based, offering only features allowed by the privileges of logged-in user. It is constantly adjusting to offer optimal controls to handle the task at hand.