The agent desktop is a productivity choke point that can have a decisively negative impact on the customer experience and agent efficiency. The problem can be fixed, and the best way to do that is through a light application integration that does not interfere with the code bases of the target applications. This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. Two successful implementations demonstrate how desktop application integration produces measurable results: one reduced Average Handle Time by 30 seconds per call, and the other reduced expenses for internal infrastructure.