Consilium UniQM™ Overview
UniQM™ is an enterprise-grade AI quality management platform that automatically captures, transcribes, scores, and analyses every interaction across your contact center — unifying Call Recording, Quality Management, and Speech Analytics into one intelligent solution. CX leaders, operations managers, and compliance teams get the intelligence they need to act, not just report.
UniQM™ applies AI across the full interaction lifecycle — from real-time capture to post-call coaching — so quality management becomes a business driver, not a box-ticking exercise. Every interaction becomes a source of intelligence. Every coaching moment is surfaced automatically. Every compliance requirement is met by design.
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
- 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
- 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
- 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 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
- 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
- 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
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
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