Providing your customers great service is a no-brainer, but offering your agents the same can be challenging. When employees don't have the operational tools to perform their job they can unintentionally hurt the business's customer experience offering.
To combat this contact center leaders have adopted a "Monolithic Single Pane of Glass" which refers to a traditional single pane of glass (SPOG) software model that brings together information from different sources under one interface. It's a software tool that tries to do many different things but may not excel or specialize in any specific area.
This approach gives agents a single UI to view and manage their apps and data. Still, there are some critical problems: The integration process can sometimes reduce the unique context of each system, limit the possibilities for innovation, and restrict access to new technologies.