Transforming Customer Support With a Unified Agent Workspace

A major HR and workforce services provider needed a unified and efficient way for its customer service agents to access information across multiple internal systems. Fragmented data—spread across CRM platforms, knowledge management tools, HR systems, cloud storage, and custom applications—made it difficult for agents to deliver timely and accurate support.

To solve this challenge, the company partnered with Zion Cloud Solutions to design and implement a cloud-powered AgentSpace—an integrated workspace built on Google Cloud that centralizes customer information into a single interface.

The Challenge

The internal draft (page 1) identifies that the organization faced significant hurdles due to:

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• Customer data scattered across Salesforce
• Knowledge management stored in Confluence
• HR processes handled through PrismHR
• Files stored in Google Drive
• Multiple custom applications used to manage operations

This fragmentation slowed down agents, increased resolution times, and resulted in inconsistent customer experiences. The provider needed a unified environment that securely connected all these systems.

The Solution

Zion Cloud Solutions partnered with Google Cloud to architect and deploy a secure AgentSpace environment. According to the internal doc (page 1), the solution included:

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• Building the Google Cloud landing zone
• Designing a scalable AgentSpace powered by the landing zone
• Integrating five enterprise systems, including two custom applications
• Connecting Salesforce, Confluence, PrismHR, and Google Drive into a unified interface
• Training internal teams to effectively manage and operate the new workspace

This created a centralized, cloud-native platform that allowed agents to seamlessly view and interact with customer information.

The Impact

Instant Access to Customer Information

Agents gained real-time visibility into customer data across all connected systems—reducing time spent switching between platforms.

Faster Issue Resolution

The unified interface reduced resolution times and improved first-contact success rates by giving agents everything they needed in one place.

More Consistent Customer Experience

With standardized access to information and streamlined processes, the customer experience became more efficient and reliable.

Better HR Process Execution

As noted in the internal draft, the company’s HR teams were able to take direct action on their HR solution (PrismHR) using data retrieved from Salesforce and Confluence.

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A Modern, Integrated Platform for Support Excellence

By partnering with Zion Cloud Solutions, this HR and workforce services provider transformed its support operations with a secure, scalable, cloud-powered AgentSpace—empowering agents with instant information access and creating a more seamless service experience.