Everything agents need in one window
Your agents shouldn't need five browser tabs and three applications to help one customer. Platform28's unified desktop brings voice, chat, email, SMS, customer history, and knowledge into a single interface—so agents can focus on helping, not searching.
Faster handle times
All customer context in one place—agents resolve issues faster without searching across systems.
Happier agents
Modern tools that actually help—agents enjoy their work when they have what they need to succeed.
Consistent service
Guided workflows ensure every agent delivers the same quality experience, every time.
The unified agent desktop brings all channels into a single view
One desktop for every channel
Platform28 replaces the patchwork of disconnected tools that frustrate agents and slow down service. Everything they need is in one browser window.
See every past interaction—calls, chats, emails—in one unified timeline.
Customer records pop automatically. No copy-paste, no searching.
Articles and suggested responses surface based on conversation context.
No software to install. Works from home, office, or anywhere with internet.
Everything agents need, nothing they don't
A modern agent desktop designed for efficiency—not complexity.
Unified Channel View
Voice, chat, email, SMS, and social—all in one window. No more switching between applications.
Customer 360 View
Complete interaction history, preferences, and context appear instantly when customers connect.
CRM Screen Pop
Customer records from Salesforce, HubSpot, or your CRM appear automatically on incoming contacts.
Knowledge Base
Searchable articles, scripts, and suggested responses surface automatically based on conversation context.
Multi-Interaction Handling
Handle multiple chats and emails simultaneously with easy tab switching and visual indicators.
Guided Workflows
Step-by-step scripts and decision trees guide agents through complex interactions consistently.
Real-Time Collaboration
Internal chat, supervisor whisper, and warm transfers without putting customers on hold.
Disposition & Notes
Quick disposition codes and notes sync automatically to your CRM after every interaction.
Customizable Layout
Agents arrange panels, resize windows, and save personal layouts for maximum efficiency.
Built for agent productivity
When agents have the right tools, everything improves—handle times, satisfaction, and retention.
Reduce Handle Time
All customer context in one place means less searching and faster resolutions.
Decrease Training Time
Intuitive interface and guided workflows get new agents productive in days, not weeks.
Improve Agent Satisfaction
Modern tools that actually help—agents enjoy work when they can succeed.
Eliminate Context Switching
No more Alt+Tab between five applications. Everything agents need is in one window.
Ensure Consistency
Scripts and workflows ensure every agent delivers the same quality experience.
Work From Anywhere
Browser-based desktop works from home, office, or anywhere with an internet connection.
Agent desktop built for citizen services
Government contact centers handle complex multi-program inquiries that require access to multiple systems. Platform28's unified desktop brings everything together so caseworkers can help citizens efficiently.
"Our agents used to toggle between six different applications. Now everything is in one screen. Handle times dropped 22% in the first month."
Related capabilities
See the unified desktop in action
Watch how Platform28 brings all channels and customer context into one agent interface.
Frequently asked questions
What channels does the agent desktop support?
Platform28's unified desktop supports inbound and outbound voice, web chat, SMS/MMS, email, and social messaging (Facebook, Twitter, WhatsApp). All channels appear in the same interface with a unified interaction history.
Does it integrate with our CRM?
Yes. Platform28 integrates with Salesforce, HubSpot, Zendesk, ServiceNow, Microsoft Dynamics, and 50+ other systems. Screen pops display customer records automatically, and dispositions sync back to your CRM after every interaction.
Can agents handle multiple interactions at once?
Agents can handle multiple chat and email interactions simultaneously, with easy tab switching and visual indicators for waiting customers. Voice interactions are typically one at a time, but agents can have chats open while on a call.
Is it browser-based or a desktop application?
Platform28 is fully browser-based—no software to install. Agents can work from any computer with Chrome, Firefox, Edge, or Safari. This makes remote work and BYOD policies simple to support.
How long does it take to train agents on the new desktop?
Most agents become proficient within 1-2 days. The interface is intuitive, and guided workflows reduce the need for memorization. New hires typically reach full productivity 40% faster than with legacy systems.
Ready to unify your agent desktop?
See how Platform28 can simplify your agents' work and improve customer experience.
Free consultation • No commitment required