A unified CRM (U-CRM) agent desktop is an agent desktop whose interface can be customized to facilitate the experience that you want for your agents. This desktop empowers your agents by presenting them with the information and context they need when interacting with your customers across all communication channels. In addition, the agents can send or respond to emails and SMSes (transactional) even if they are not on a call.
The interface of the desktop, including its layout and the data fields, is defined through a configuration tool called Designer - Introduction.
U-CRM comes at an additional cost. Contact your Account team to enable this feature.