AI-Quality Intelligence — Capture Every Call. Evaluate Every Agent. Analyse Every Word.
Traditional QM reviews a fraction of interactions. Performance gaps compound. Compliance risks go undetected. Coaching opportunities disappear.
UniQM™ changes that entirely. Powered by autonomous AI Agents, it auto-captures, transcribes, scores, and analyses 100% of interactions — without human intervention. Its Adherence Engine trains on live scripts, enforcing real-time compliance across every conversation. Not a QM tool. An AI-orchestrated Quality Intelligence Ecosystem.
Capture Everything
Every voice, screen, and chat interaction recorded, transcribed, and indexed — all channels, one platform.
Score Automatically
AI scoring, sentiment detection, and KPI evaluation applied to every interaction — no manual listening.
Coach Intelligently
AI tags high-value coaching moments automatically — supervisors coach, not search
Compatible with all major contact center platforms. Built for regulated industries — Financial Services, Healthcare, Insurance, Telecommunications, and Public Sector.
Key Capabilities of UniQM
- Every voice, screen, and chat interaction captured, indexed, and analysed — automatically.
- 100% coverage across every agent, every channel, every shift.
- Zero sampling. Zero blind spots. Zero exceptions.
- Every call scored autonomously — zero manual evaluation required.
- Script adherence enforced in real time by the AI Adherence Engine.
- AI surfaces best and worst call examples — coaching queues built automatically.
- Sentiment, emotion, and escalation risk detected on every interaction.
- Real-time keyword intelligence tracks compliance triggers and competitor mentions.
- Multilingual — English, Arabic, French, Spanish and more.
- 100% encrypted capture — every interaction audit-ready from the moment it ends.
- Role-based access, secure sharing, and immutable audit trails — by design.
- SOC 2, PCI, HIPAA, GDPR, ISO 27001 — across every recording, every time.
100% Capture
• AI-indexed capture of every voice, screen, dual-screen, chat, and voicebot interaction — no channel left unmonitored, no interaction sampled
• Single synchronised view of audio, screen activity, and AI analysis — quality teams review the complete interaction, not just the recording
• Encrypted storage with BiB & SIPREC architecture support — enterprise-ready, live per-agent recording control, multi-language from day one
• Single synchronised view of audio, screen activity, and AI analysis — quality teams review the complete interaction, not just the recording
• Encrypted storage with BiB & SIPREC architecture support — enterprise-ready, live per-agent recording control, multi-language from day one
AI QM Scoring
• AI Agents score every interaction automatically — custom KPI frameworks evaluated consistently across 100% of volume with zero manual listening
• AI-curated good and bad call samples surfaced automatically — coaching queues built without supervisors searching through recordings
• AI post-call summaries and performance comparisons delivered for every interaction — supervisors have full context instantly
• AI-curated good and bad call samples surfaced automatically — coaching queues built without supervisors searching through recordings
• AI post-call summaries and performance comparisons delivered for every interaction — supervisors have full context instantly
Script Adherence
• Adherence Engine trains on live scripts and monitors every interaction in real time — deviations detected, flagged, and logged the moment they occur
• AI-validated script adherence scoring applied to every call — compliance is measured automatically, not sampled and assumed
• Jurisdiction-specific compliance rules, disclosure requirements, and regulated language tracked continuously across the entire contact center
• AI-validated script adherence scoring applied to every call — compliance is measured automatically, not sampled and assumed
• Jurisdiction-specific compliance rules, disclosure requirements, and regulated language tracked continuously across the entire contact center
Speech Analytics
• AI sentiment and emotion detection applied to every call — frustration, empathy, tone, and escalation risk scored automatically across all volume
• Real-time keyword intelligence tracks competitor mentions, compliance triggers, escalation signals, and product feedback across every interaction
• Multilingual speech analytics — English, Arabic, French, Spanish and more — built for global contact center operations
• Real-time keyword intelligence tracks competitor mentions, compliance triggers, escalation signals, and product feedback across every interaction
• Multilingual speech analytics — English, Arabic, French, Spanish and more — built for global contact center operations
AI Agent Actions
• Autonomous AI Agents execute scoring, coaching identification, compliance checking, and Q&A flagging without any human trigger or instruction
• Escalation Detection AI intercepts risk signals in live transcripts before they become complaints, breaches, or regulatory issues
• Coaching Intelligence AI surfaces real interaction examples — positive and negative — directly into supervisor coaching workflows, automatically
• Escalation Detection AI intercepts risk signals in live transcripts before they become complaints, breaches, or regulatory issues
• Coaching Intelligence AI surfaces real interaction examples — positive and negative — directly into supervisor coaching workflows, automatically
Role-Based Insights
• AI-driven dashboards configured per role — supervisors see daily agent queues and sentiment trends; executives see quality trajectory and compliance health
• Smart role-based access control with secure shareable links — the right person sees the right data, and only that data
• Historical performance reporting and drill-down analytics enable continuous improvement decisions backed by 100% of interaction data, not a sample
• Smart role-based access control with secure shareable links — the right person sees the right data, and only that data
• Historical performance reporting and drill-down analytics enable continuous improvement decisions backed by 100% of interaction data, not a sample
With Consilium UniQM, your business can:
- Accelerated Agent Performance — At Scale
- Compliance Assurance — Zero Gaps, Zero Exceptions
- Quality Visibility From Agent to Executive
- Measurable Cost Reduction — Without Cutting Corners
- Built to Scale — Globally, Across Every Channel
- Targeted Coaching That Actually Changes Behaviour
- Operational Efficiency — Without Sacrificing Quality
- CX Intelligence That Creates Competitive Advantage
Let’s Transform Your Customer Conversations into Outcomes
Connect with our experts to discover how Consilium can help you optimize engagement, automate workflows, and deliver exceptional CX at scale.
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