Webex Contact Center introduces a refreshed interface with a clean, modern design aimed at improving usability while setting the stage for future innovations.
Empowering Agents and Supervisors for Success
Contact center agents and supervisors handle high volumes of complex customer interactions. To deliver exceptional service, they need quick access to information and tools that enable them to respond, resolve, and transition to the next interaction seamlessly. Every second and click matters.
With a deep understanding of these workflows, we’ve introduced key improvements across Agent and Supervisor desktops. Today, we’re thrilled to unveil this refresh.
” As we began designing new features for agents and supervisors, it became clear that we needed to scale our information architecture and introduce stronger visual cues. Our goal is to create a unified, intuitive experience—a true ‘single pane of glass’—where everything users need is available exactly when and where they need it. This reduces context switching and minimizes the number of clicks required to get work done “
– Manali Dongre, Director of Product Management
A User-Centered Approach to Increase Efficiency and Satisfaction
Our new design empowers agents and supervisors to complete tasks faster and more efficiently. By collaborating with experts and incorporating customer feedback, we’ve identified pain points and streamlined workflows to simplify their day-to-day tasks; we have refined information architecture to give Supervisors easy access to queues and interactions in the top level navigation and are introducing new drill-down patterns that allow users the ability to view details without requiring extra clicks.
“We uncovered valuable insights through customer feedback and collaboration with over 40 experts, shaping our new information architecture and visual uplift. We balanced the creation of features to enhance workflows with ensuring a smooth and enjoyable transition for users,”
– Naghmeh Nouri Esfahani, User Experience Research Lead
Our refreshed design is guided by 4 core design principles:
1. Increase Focus: Improved selected states, accent buttons, and optimized white space reduce visual clutter, helping users focus on essential information.
2. Maximize Flow: Simplified navigation with clear, meaningful paths ensures users can quickly understand issues and take action with minimal effort.
3. Spatial order: Thoughtful use of white space creates clarity and structure, making an information-dense interface more approachable and less overwhelming.
“The enhanced experience balances seamless flow with thoughtful white space to simplify navigation and boost scalability. The vibrant design ensures key information stands out effortlessly, making every interaction lighter and more energizing,”
– Cassandra Walsh, Senior Visual Design Lead
4. Logical Grouping: Related elements are grouped visually to reduce clicks and streamline workflows, allowing users to locate what they need quickly and easily.
“Our goal was to challenge the traditional view of contact center technology as complex, cumbersome, and dependent on extensive training. We aimed to simplify and streamline the experience, reducing noise and making it accessible to all. By leveraging focus, flow, and hierarchy, we’ve presented information more effectively. Paired with a simplified information architecture, a commitment to consistency, and contextual information delivery, we’ve reimagined the desktop experience to be more intuitive and efficient.“
– Kate Ferguson, Senior Product Design Manager
Designed for Scalability and Future Growth
Our ultimate goal is to ensure every enhancement supports future scalability and directly contributes to improving both customer and employee experiences in the contact center.
With exciting developments on the horizon for Webex Contact Center, we’re committed to making these experiences as usable, inclusive, and delightful as possible.
The visual uplift for both Agent and Supervisor Desktops will be generally available on July 22, 2025.
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