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Cloud-Based Omnichannel Customer Support Platform Redesign with Enhanced UX/UI for Enterprise Scalability

bilberrry.com

Information technology

Customer service

Software development

Cloud computing

Legacy System Limitations and Complexity in Customer Support Operations

The organization's legacy Java-based chat platform suffers from outdated UX/UI design, limited cloud integration, and excessive feature complexity that hampers agent productivity. The system struggles to support modern omnichannel requirements while maintaining compatibility with critical legacy functionalities used by enterprise clients.

About the Client

A leading enterprise software provider specializing in customer support solutions for Fortune 500 companies across multiple industries

Modernization and Enhancement Goals

Migrate legacy chat platform to cloud-native architecture
Create intuitive omnichannel interface for customer support agents
Simplify complex workflows while preserving enterprise-grade functionality
Implement scalable design system for future feature expansion
Improve agent productivity through context-aware interface design

Core System Capabilities

Unified agent workspace with persistent customer context
Customizable dashboard with multi-channel queue management
Real-time collaboration tools for agent handoffs
Legacy feature compatibility layer with modern UI mapping
Responsive design for multiple device form factors
Hierarchical tagging/disposition system with folder-based navigation

Modern Development Stack

React.js

Node.js

AWS Cloud Services

GraphQL

Docker

Kubernetes

System Interoperability Needs

CRM systems (Salesforce, HubSpot)
Email marketing platforms
Customer analytics tools
Identity management solutions

Operational Requirements

99.99% uptime SLA for enterprise clients
Support for 10,000+ concurrent users
Sub-200ms response time for critical interactions
Role-based access control with enterprise security standards
Cross-browser compatibility (Chrome, Firefox, Edge)
Modular architecture for incremental updates

Operational Transformation Outcomes

The redesigned platform will reduce agent training time by 40%, increase customer satisfaction scores through improved response quality, and enable faster deployment of new features. The cloud-native architecture will reduce infrastructure costs by 30% while supporting 5x user growth capacity compared to the legacy system.