Case Study: NeuraFlash Desktop for Amazon Connect
I led product design for the NeuraFlash Desktop — a unified workspace for Amazon Connect users that improves agent workflows, real-time visibility, and cross-team collaboration. The platform was designed for agents, supervisors, and business operations teams, and has successfully launched on the AWS Marketplace.
The Goal:
Create an all-in-one desktop solution tailored to the different roles within Amazon Connect — agents, supervisors, and business ops — to streamline customer support, improve efficiency, and provide real-time insights.
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The Challenge:
Amazon Connect users were juggling fragmented tools across their workflows. Agents lacked clear real-time metrics and easy access to key actions (activity, voicemails, communications). Supervisors had limited visibility into live performance and coaching opportunities. Business ops teams were managing announcements, compliance, and scheduling in disconnected systems. The existing setup slowed response times, limited collaboration, and increased friction across roles.
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The Result
The NeuraFlash Desktop delivered role-specific solutions in a single intuitive platform: For Agents: Real-time metrics, personalized voicemail, and Microsoft Teams integration for seamless internal communication. For Supervisors: Real-time + historical wallboards, live agent insights, and coaching tools. For Business Ops: Centralized announcements, schedules, surveys, and compliance management. Impact: 🚀 Launched live on AWS Marketplace 📊 Improved efficiency across support teams 🤝 Simplified internal collaboration and compliance management 🔄 Ongoing adoption and evolution based on real-world feedback
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