Avaya Workspaces for Call Center Elite is a browser-based agent desktop with which the contact center agents can handle customer interactions. Using the widget framework, the Avaya Workspaces for Call Center Elite administrators can configure POM widgets for the agents. After the POM widget is configured, the agents can interact and communicate with the POM contacts. Agents can sign in to POM through the POM widget and work with the contacts that they receive. Through this integration, agents can view customer journey visualization for the POM contacts.

This integration also allows agents to change the Agent Workspaces layout. Each customer interaction is displayed as an interaction card. The Agent Workspaces user interface has an intuitive layout that provides a visual representation of voice interactions.

The diagram depicts the architecture for the POM integration with Avaya Workspaces for Call Center Elite.