Omnichannel and Personalized Customer Experience (CX)

Consilium UniAgent™ a universal CRM connector to simplify CTI with Salesforce, Microsoft Dynamics, ServiceNow, Oracle Service Cloud, Siebel, BMC Remedy, Sugar CRM, SAP C4C, and 20+ CRMs. UniAgent™ is designed to deliver a personalized, contextual, and omnichannel customer experience (CX) across voice and digital channels.

Release 9.0 of UniAgent™ also has a set of supervisor tools including an advanced Silent Monitoring and Whisper Coaching module for supervisors to monitor and coach contact center agents in real-time as well as real-time reporting for the supervisor’s teams and for the contact center as a whole.

UniAgent™ provides contact center agents with an intelligent single-screen interface that merges Genesys Cloud and Cisco CCE, PCCE, CCX, and HCS-CC contact center platform functionality into the CRM user interface. Consilium UniAgent™ Mobile (UA™ Mobile) is the ideal mobile-based extension of UniAgent™ for Work-from-Home (WFH) agents. It offers inbound and outbound voice functionality in a responsive UI that can run equally well across mobile phones, tablets, and desktops without the need for installing anything or requiring VPN.

UniContext™ provides a customer service agent has access to a customer’s previous interactions with your business across a variety of channels, from traditional channels such as past phone calls, chat and emails, to more emerging channels via API’s.