Intelligent Journey Orchestration — Your IVR. Your Control. No Code. No Tickets. No Delays.
Every IVR change shouldn’t require a developer, a ticket, and a three-day wait.
UniStudio™ puts operations teams in full control of call flows, prompts, routing, schedules, and announcements — in real time, without touching a line of code. AI-assisted flow intelligence, intent-based routing, and anomaly detection run underneath — so the IVR doesn’t just respond to customers, it anticipates them.
AI Workforce Orchestration
Real-time demand analysis and dynamic agent allocation — protecting SLAs before they're breached.
No-Code Visual IVR
Drag-and-drop IVR design, instant prompt updates, and one-click emergency routing — no IT required.
Actionable CX Intelligence
Queue analytics, IVR containment, SLA dashboards, and flow optimisation in one unified view.
Compatible with all major contact center platforms. Built for operations teams, CX leaders, and enterprises that need real-time control without IT dependency.
Key Capabilities of UniStudio
- Intent-based routing directs customers to the right outcome — before they finish speaking.
- AI detects flow anomalies and optimises routing — continuously, automatically.
- No developer. No ticket. No delay.
- Update prompts, reroute calls, or activate emergency mode — in seconds, live.
- Ad-hoc announcements and holiday scheduling handled by AI — zero manual updates.
- One click. Instant effect. Across the entire operation.
- AI analyses live demand and adjusts workforce allocation in real time.
- Predictive reserve activation before SLA thresholds are breached — not after.
- Abandonment prevented before it happens. Not reported after.
- Granular RBAC — Org to Country to Team. Scoped access at every level.
- Full audit trail — every change, every user, every timestamp. Immutable.
- Full compliance without IT dependency. Governance built in, not bolted on.
AI Workforce Control
• Real-time demand analysis monitors queue conditions, wait times, and SLA thresholds continuously — AI dynamically allocates agents as demand patterns shift throughout the day
• Predictive reserve activation triggers before SLA thresholds are breached — abandonment prevention activates automatically when wait times rise to critical levels
• Precision skill-based routing connects every interaction to the best-qualified available agent in real time — improving FCR while protecting utilisation
• Predictive reserve activation triggers before SLA thresholds are breached — abandonment prevention activates automatically when wait times rise to critical levels
• Precision skill-based routing connects every interaction to the best-qualified available agent in real time — improving FCR while protecting utilisation
Queue Intelligence
• Real-time queue dashboards surface wait times, abandonment rates, and SLA status at a glance — operations managers see exactly where pressure is building before it peaks
• Reserve utilisation analytics track how effectively reserve capacity is being deployed against live demand — decisions made on real data, not estimates
• Actionable alerts notify supervisors when queue conditions require immediate attention — problems visible before they become SLA breaches or customer complaints
• Reserve utilisation analytics track how effectively reserve capacity is being deployed against live demand — decisions made on real data, not estimates
• Actionable alerts notify supervisors when queue conditions require immediate attention — problems visible before they become SLA breaches or customer complaints
No-Code IVR Builder
• Drag-and-drop visual flow builder lets operations teams design, modify, and deploy IVR journeys without any technical expertise or developer involvement — changes live in minutes
• Full version control on all IVR flows — every change tracked, auditable, and instantly reversible; IVR Traversal Visualiser shows live call paths without platform access
• Deploy changes in real time — no deployment cycles, no approval queues, no waiting for IT to action a ticket
• Full version control on all IVR flows — every change tracked, auditable, and instantly reversible; IVR Traversal Visualiser shows live call paths without platform access
• Deploy changes in real time — no deployment cycles, no approval queues, no waiting for IT to action a ticket
Instant Prompt Updates
• IVR prompts updated live — upload a new audio file or generate instantly via multilingual neural Text-to-Speech — no recording studio, no IT request, no delay
• Advanced NLP and ASR intent recognition enables natural-language call routing — callers speak naturally, AI routes accurately
• Ad-hoc announcements toggled on and off instantly during incidents — customers informed in real time without script changes or redeployment
• Advanced NLP and ASR intent recognition enables natural-language call routing — callers speak naturally, AI routes accurately
• Ad-hoc announcements toggled on and off instantly during incidents — customers informed in real time without script changes or redeployment
Emergency & Holiday
• One-click Emergency Mode activates live call rerouting across the entire IVR in seconds — any outage, surge, or closure handled instantly without developer involvement
• Smart Holiday Scheduling with AI calendar management automates routing for holidays and scheduled events — no manual updates, no exceptions that slip through
• All emergency changes audited and logged automatically — full compliance record of every emergency action, who triggered it, and when
• Smart Holiday Scheduling with AI calendar management automates routing for holidays and scheduled events — no manual updates, no exceptions that slip through
• All emergency changes audited and logged automatically — full compliance record of every emergency action, who triggered it, and when
Governance & RBAC
• Granular RBAC scoped from organisation level down to country and individual team — every user manages exactly what their role requires, nothing outside their remit
• Full audit trail of every IVR and workforce change — who made it, when, and exactly what was modified — immutable, cross-team visible, always current
• Controlled business-user empowerment: teams self-serve at full speed within governance boundaries that compliance and IT teams can trust completely
• Full audit trail of every IVR and workforce change — who made it, when, and exactly what was modified — immutable, cross-team visible, always current
• Controlled business-user empowerment: teams self-serve at full speed within governance boundaries that compliance and IT teams can trust completely
With Consilium UniStudio, your business can:
- 20–35% Reduction in Call Abandonment
15–25% Improvement in Agent Utilisation
- Enterprise Governance — Without Slowing Teams Down
- Operational Agility — At the Speed the Business Demands
- IVR Changes in Minutes — Not Days
- Higher First-Contact Resolution Through Smarter Routing
- Lower Cost-to-Serve — Through AI Efficiency
- CX Decisions Backed by Real Data — Not End-of-Day Reports
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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