ENTERPRISE SAAS • B2B • AI
NICE CXone Agent Workspace
Designing enterprise-grade contact center tools for 1M+ agents where clarity under pressure matters.
ROLE
Senior UX Designer
TEAM
1 Design Manager, 2 UXR, 1 Jr. Designer, 2 PMs
PLATFORM
B2B Enterprise SaaS, Agent Desktop
SCOPE
Product design, UX research, design systems, AI tooling
OVERVIEW
NICE CXone is the #1 cloud contact center platform globally with 85 of the Fortune 100 who depend on it, and over 1M+ agents use it every day. The platform achieved 7 consecutive years as a Leader in the Gartner Magic Quadrant for CCaaS, ahead of Genesys, Five9, and Amazon.
When I joined NICE, they just acquired a company focused on native social media channels. The design team was tasked with:
Integrating the acquisition into the CXone design system
Merging the existing workflows of with entirely new ones into the CXone Agent Workspace, a unified agent desktop.
This meant combining social media channels with voice, chat, email, SMS.
+ 80 of the Fortune 100
The primary challenge wasn't features. It was coherence. Agents needed to understand system state instantly, act quickly, and trust the interface during high-pressure sessions where a single moment of confusion has real consequences for the customer on the other end.
CHALLENGE
PROCESS
Discovery
We spent a few rounds of meetings with the acquisition company and interviewed their users to understand how the product handled social media channel workflows. Next was competitive analysis and rounds of stakeholder and user interviews on-site and remote on the legacy product.
The goal was to figure out how to blend traditional call center workflows with social media interactions. The response and resolution expectations for a phone call are fundamentally different from an async social thread.
We encouraged stakeholders to connect directly with user research.
As part of discovery, the full day of both agents and their supervisors were mapped out. Every phase, handoff, and communication. This insight drove the design of the notification and messaging system to let agents reach out for help or offer assistance without losing focus on active interactions.
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"She writes calls handled and cases handled by hand every day in a notebook." - Alisha G · Mindbody
DESIGN IMPACT
Persistent notes, stable daily metrics, and interaction history became non-negotiable requirements, not enhancements.
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"Seeing people waiting doesn't make me work faster, it just makes me more on edge." - Sydney A · Extra Space Storage
DESIGN IMPACT
Queue and performance panels were redesigned with agent-level visibility controls, distinguishing status awareness from load anxiety.
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"Learning a new system like this would take hours." - Amber Santy · Extra Space Storage
Omnichannel rollout was reframed as a progressive disclosure problem, with onboarding moments built into the channel-switching flow itself.
North star, asynch interactions, and design system
A North Star document was created and referenced in every sprint and design review. It helped us stay focused on the vision we worked hard to understand and maintain.
After multiple iterations and user tests, a hybrid model was developed: async interactions paired with other channels resolved like traditional items, then pure async interactions could stay open longer, following their natural flow.
As these flows and interactions were established, new iconography, states, components, and indicators were integrated into the CXone Design System, maintaining WCAG accessibility standards.
SOLUTION
CXone Agent Desktop: the unified workspace
Now the CXone Agent Desktop is a single application supporting a wide range of agent workflows across 30+ channel types. This interaction space was a first of its kind: agents could add a second communication channel to an ongoing interaction without opening a new case.
The app space is fully configurable with agent shift schedule, interaction history, directory, full assignment queue, app space, and real-time AI coaching, with each tool openable in its own window.
It is live, shipped, and you can check the interactive product demo here.
Maye’s Contributions:
Designed and shipped a unified, omnichannel agent workspace bringing voice, email, chat, SMS, and 30+ digital channels into a single interface, now in production across NICE's enterprise client base
Established interaction patterns for surfacing real-time and historical customer context (profiles, history, notes) in one continuous view, reducing the need for agents to swivel between disconnected systems
Led on-site and remote UX research, including moderated usability testing with agents and supervisors across client organizations, directly shaping workspace layout and interaction priorities
Contributed and scaled a design system and component library that improved accessibility and consistency across the workspace at enterprise scale
Deepened a design leadership practice built on bringing clarity to ambiguous, high-stakes systems through systems thinking and close cross-functional collaboration with PM, engineering, and CRM partners
SELECT OUTCOMES
Since NICE clients span across many industries like retail, healthcare, education, telecom, travel, finance, and government, outcomes are vast and plenty. Here are select clients who experienced positive impacts using the product:
YOUNG ENERGY
15% reduction in average handle time (AHT)
10% reduction in average speed of answer (ASA)
15% increase in quality assurance scores
10% increase in sales
Young Energy is a family-owned retail electric company offering plans to deregulated communities in Texas.
NINE
55% reduction in agent attrition
22% increase in Net Promoter Score
69% reduction in call transfers
18% increase in revenue
9% increase in first contact resolution
8% increase in employee engagement
Nine is home to Australia’s top-rated television network, Sydney’s and Melbourne’s No. 1 radio stations and Australia’s most-read news brands.
Radisson Hotel Group
5% reduction in costs
20% improvement in agent utilization
15–20% improvement in quality assurance scores
5–7% improvement in customer satisfaction scores
Radisson Hotel Group is a leading hospitality company with 1,400+ properties around the globe and 250 contact center agents. They operate 24/7 and handle 2.8 million calls and 1.5 million email contacts annually in 16 different languages.
Featured Work
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01 NICE
Led UX for the #1 cloud contact center platform designing omnichannel routing and AI-powered agent tool used by Verizon, Visa, Disney, and Toyota.
ENTERPRISE SAAS · B2B · AI · DESIGN SYSTEMS
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![Screenshot of a customer service call interface for airline customer service, showing a call with Liam Davis, including case controls, guidance, sentiment analysis, and suggestion summaries.]()
02 NICE AI Copilot for Agents
Led design for the AI Copilot product, surfacing real-time sentiment, next-best-action guidance, and suggested responses, with Salesforce integration.
ENTERPRISE SAAS · B2B · AI · DESIGN SYSTEMS
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![A computer dashboard displaying key metrics, agent statuses, and a live monitoring window with a call between a supervisor and an agent.]()
03 NICE Supervisor
Redesigned the real-time operations hub for contact center supervisors. Unifying agent monitoring, live intervention, and AI guidance scores into a single scannable surface.
ENTERPRISE SAAS · B2B · DATA VISUALIZATION · AI
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![Pixel art game interface showing a 'Select a Token' menu with options for various cryptocurrency and resource bases. Two characters, a woman with a bird perched on her arm and an old man with a staff, stand near the menu in a forest setting.]()
04 Kingdom Studios
Built the design system from zero for an innovative platform supporting 1B+ transactions with token swaps, staking, NFT marketplace, wallet, and mobile across millions of users.
0 → 1 · WEB3 · UX STRATEGY · DESIGN SYSTEMS
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![Red smartphone leaning against a beige wall displaying a cryptocurrency bond trading app, showing options for minting a 'HODL Bond' with a bull or bear bullish buffer, including illustrations and risk levels.]()
05 HODL Bonds
Designed end-to-end for a new on-chain financial product letting crypto holders stack what they believe in without trading, custody risk, or unsustainable yield.
0 → 1 · MOBILE · FINTECH · WEB3 · DESIGN SYSTEMS -
![Screenshot of a website about organizing esports tournaments, showing sections for finding sponsors, supported games like Dota 2 and Starcraft, and organizing competitions.]()
06 meta.us
Established branding and scalable design systems for a global competitive esports platform founded by ex-Blizzard directors, optimizing responsive performance across markets.
0 → 1 · ESPORTS · BRANDING · GLOBAL
