Every channel, every tool — one browser tab
A unified agent workspace: an embedded softphone, omnichannel queues, full customer context, an inline AI copilot and one-click wrap-up — on the same provider-agnostic backend as the rest of PolyglotCX. In active development.
Sits on top of the stack you already run
Agent Desktop reads each tenant’s capabilities and renders only what their provider supports — the same Contact Center Abstraction Layer behind the softphone.
The whole interaction, in one place
An embedded WebRTC softphone with hold, mute, transfer and conference sits next to a unified interaction list. Presence and routing states sync back to the provider, so one status covers every channel.
Identity resolved from the number or channel, company, tags, AI risk score, open cases and the full interaction history — loaded the moment the interaction connects, and carried along on a transfer.
A live transcript, ranked next-best actions, suggested replies and knowledge-base retrieval sit beside every interaction. At the end, the copilot drafts the summary, the disposition and the CRM ticket for a one-click close.
Live queue health, agent states and SLA, monitor / whisper / barge on any interaction, and compliance flags the moment they happen — no separate supervisor app.
Agent Desktop, in short
Agent Desktop is in active build with design partners. Join the early-access list to be included ahead of general availability.
It runs on top of it. Agent Desktop uses the same provider-agnostic abstraction as the softphone — built-in SIP/WebRTC plus Amazon Connect, Genesys, NICE CXone, Talkdesk, Five9 and Dynamics 365 — and only renders the controls each provider supports.
Voice plus chat, email and tasks in one interaction queue, with an embedded WebRTC softphone for the voice path.
Same backend, same context and copilot — different scope. The Softphone is focused agent telephony; Agent Desktop is the full browser workspace for agents, supervisors and admins.
Yes. Every interaction handled in Agent Desktop flows into the same QA pipeline — transcript, scoring, coaching and tickets — automatically.
Want it on the early list?
Agent Desktop is in build. Tell us your CCaaS and team size and we’ll bring you in as a design partner.
Join the early-access list →