Contact Center XD Workflow App
Vladimir Obradovic
Orchestrating Every Customer Journey
Contact Center XD Workflow App
Industry
CCaaS
Client
Orion Innovations / Avaya
Year
2023-24
Web App / UX & UI Design / Design System
An enterprise workflow platform that helps contact centers design smarter, more personalized customer experiences at scale.
We partnered with Orion Innovations and Avaya to design enterprise-grade workflow tools that empower contact centers to create, manage, and optimize customer interactions across multiple touchpoints. As a global leader in customer experience and contact center technology, Avaya required a solution capable of orchestrating highly customized customer journeys while maintaining simplicity for administrators and business users. The Workflow application enables organizations to build dynamic interaction flows that guide customers through personalized experiences before, during, and after engaging with contact center agents. By combining workflow automation, customer journey mapping, interaction history, and AI-assisted capabilities, the platform helps businesses deliver faster, more contextual, and more effective customer support.
Beyond the product itself, we actively contributed to Avaya's Neo Design System, collaborating closely with Avaya's design and engineering teams to create scalable UI components from the ground up. These components became part of a broader enterprise design ecosystem, helping ensure consistency, accessibility, and efficiency across multiple products and teams.
A significant part of the project focused on simplifying highly complex workflows into intuitive visual interfaces that allow users to design and manage customer experiences without unnecessary complexity. The platform provides visibility into customer interactions, enabling organizations to better understand user behavior and continuously optimize service quality. The result is a powerful workflow orchestration platform that bridges customer experience strategy, AI-driven insights, and enterprise-grade design, enabling organizations to build meaningful customer journeys at scale.
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Posted Jun 19, 2026
Enterprise workflow platform for Avaya enhancing customer interaction management.
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