When a customer calls the contact center, the call is received by the contact center telephony system. The telephony system also known as PBX further routes the call to Automatic Call Distribution (ACD) or Call Manager (CM) for call handling by an Agent. The Agent receives the call on the Unified Agent Desktop that leverages REST/SOAP or Web Services API integration with the telephony system and third-party business applications to pass relevant call & customer information to the agent. All this information on a single screen saves agents from using multiple disconnected applications to handle a single call, improving First Call Resolution and Average Handling Time.