Designing an omnichannel contact center for large enterprises

I led the design of Dialog, an omnichannel contact center spun out of the Modus platform. I created a unified operator workspace, queue management, inquiry-handling scenarios, and tools for monitoring workload.

The solution is used by large clients, including banks.

Main challenge

Bring scattered channels, systems, and files into one workspace: the operator sees the customer, touch history, and next action; the supervisor manages the queue, skills, and contact-center load.

What we designed

01
Unified operator workspace
The inquiry, customer profile, and touch history on one screen.
02
Queue and routing
Voice and non-voice inquiries in a single queue. Priority, load, skills, and SLA-based callbacks.
03
Telephony inside the product
Inbound and outbound calls, hold, transfer, conference, and recording in the customer history.
04
Widgets for the client landscape
The operator sees the mortgage, deposit, card, and other customer objects without leaving the inquiry.
05
Scripts, templates, and assistant
Conversation scripts, channel templates, a knowledge base, and operator hints — a service standard without losing the card context.
06
Supervisor layer
WFM, scheduling, skills, and industry quality metrics. The supervisor sees the queue and shift load, not just the current conversation.

Кредитная карта

Platinum MasterCard

184 500,56 ₽

Дебетовая карта

Премиум МИР

67 320,23 ₽

Дебетовая карта

Зарплатная МИР

13 253,00 ₽

Вклад

Накопительный

Баланс:: 750 000 ₽
Ставка:: 15,2%
Срок:: до 04.11.2026

Ипотека

Семейная ипотека

Остаток:: 4 280 000 ₽
След. платёж:: 32 450 ₽
Дата платежа:: 15 августа

It was important not only to think through the system logic, but also to design a set of practical widgets and loading screens that keep the experience cohesive and help operators navigate the workflow faster.