One of our highest priorities is making customer service simple, fun and engaging to work with. This allows the agents to focus on giving customers the best possible experience as well as being more productive. Doing so starts with the interface, in which you work with any kind of customer-initiated contact, regardless of channel. Each contact is simply treated as a conversation, but can be routed differently and have separate service levels. While the agent experience is important, we try to keep the admin side of Dixa equally simple - for the very same reasons.