Consilium UniStudio™ Overview
Modern contact centers must move beyond managing calls to orchestrating experiences. UniStudio™ is an AI-powered intelligence platform that unifies two capabilities that have always belonged together — real-time workforce orchestration and business-led Visual IVR — in a single control platform.
On the IVR side: contact center teams have long been held hostage to IT change cycles. A prompt update that should take minutes takes days. An emergency reroute requires a developer. A holiday schedule change needs a ticket. UniStudio™ ends that entirely — putting supervisors and operations teams in full control of call flows, prompts, routing, schedules, and announcements with a no-code drag-and-drop interface they can operate themselves.
On the workforce side: static WFM tools plan for what’s expected but can’t respond to what’s actually happening. UniStudio™’s AI-driven orchestration engine analyses live demand in real time — dynamically allocating agents, activating reserves before SLA thresholds are breached, and preventing abandonment before it happens.
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
- 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 activates automatically when wait times rise to critical levels
- 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
- 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
- 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
- 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
- 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
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
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