UCaaS and CCaaS platforms are cloud-native. But the agent experience? Still disconnected.

Most contact center agents are stuck toggling between separate tools for voice, video, CRM, ticketing, and other business-critical applications. That fragmentation doesn’t just waste time—it drives up operational cost, increases errors, and creates unnecessary risk for IT.

Tool Switching Is Not Just a Minor Frustration
On a typical shift, a single contact center agent might switch between windows or tabs hundreds of times. That’s not just annoying, it’s a measurable drag on productivity.

According to Harvard Business Review, the average worker toggles between apps nearly 1,200 times per day, with each switch costing over two seconds. That adds up to nearly four hours per week lost to reorienting—about five full workweeks every year. Worse, 65% of those switches are followed by another in under 11 seconds, creating constant mental fragmentation and reducing focus.

Multiply that across a global contact center team and the business impact becomes impossible to ignore.

‍The Real Problem Isn’t Voice Quality. It’s Workflow Fragmentation.
Cloud-based UCaaS platforms like Zoom, Teams, and Genesys have largely solved the problem of media delivery. What they haven’t solved is how to integrate seamlessly into the broader agent workspace.

When communications run in one system and core applications run elsewhere, agents are forced to operate in silos. That creates friction—slower responses, inconsistent data entry, and unnecessary complexity that impacts both IT and the bottom line.

VDI Was Never Built to Solve This
Traditional VDI was built for desktop centralization, not real-time media. Trying to run voice and video over VDI adds latency, bottlenecks, and infrastructure costs. Workarounds like media redirection, endpoint agents, and browser plugins introduce more risk and more IT tickets without truly solving the problem.

IT ends up managing complex infrastructure just to deliver fragmented experiences.

One Secure Workspace for Voice, Video, and Apps

Sonet.io eliminates fragmentation by combining UCaaS, CCaaS, and business applications in a single browser-based session. Agents can take a call, update a CRM, and resolve a ticket all without switching tools or contexts.

This integrated approach lets IT and operations teams:

• Simplify access with no plugins, endpoint agents, or VDI
• Enforce consistent zero-trust security policies across communications and data
• Support any device, anywhere, without compromising control
• Monitor sessions and user behavior from a single console

The Business Case for Unified Workspaces

A unified workspace improves agent productivity but it also improves operational scalability, compliance posture, and cost control. For operators managing global contact centers or BPO contracts, these gains translate directly into competitive advantage.

If your agents are still bouncing between apps to handle a single customer interaction, it’s time to rethink your workspace strategy.
One browser session. All the tools. Secure and seamless.

Schedule a Demo to see it in action.

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