Unified Agent Workspace — Every Channel. Full Context. Zero Friction.
The modern contact center runs on too many screens, too many tools, and too much manual effort. Agents context-switch constantly — and customers pay for it with repeated explanations and slower resolution.
Intelligent Agent Desktop™ replaces that chaos with one cloud-native AI workspace — every channel, full CRM context, and real-time AI assistance, unified in a single interface. Built on AWS. Designed for agents who need to perform at their best on every interaction.
Omnichannel Workspace
Voice, chat, email, SMS & messaging — every channel in one modern desktop interface.
AI Intelligence
Live transcripts, AI-generated notes, real-time guidance — working silently on every interaction.
Cloud-Native AWS
Elastic scalability, high availability, and enterprise resilience — built for modern CX at scale.
Deep CRM integration with Salesforce · Dynamics 365 · ServiceNow · Oracle · SAP C4C · Zoho · Zendesk · Freshdesk · and 20+ more. Available on AWS Marketplace.
Key Capabilities of Intelligent Agent Desktop
- Voice, chat, email, SMS, and video — one screen, zero switching.
- Full CRM context surfaces before every interaction — automatically.
- AI-generated summaries and CRM updates at wrap-up — zero manual entry.
- Live sentiment, next-best-action, and knowledge surfacing — during every call.
- AI Copilot guides agents through complex interactions in real time.
- Supervisor alerts triggered automatically on at-risk interactions.
- Drag-and-drop Designer Studio — role-based layouts, zero IT dependency.
- Configurable per team, campaign, and interaction type — instantly.
- Business-user controlled. Developer-free.
- Built natively on AWS — elastic, resilient, always available.
- SOC 2, GDPR, HIPAA, ISO 27001 — security enforced by architecture.
- Deploys alongside your existing CCaaS and CRM — no rip-and-replace.
Omnichannel Workspace
• Threaded conversation view groups all customer interactions across channels in one continuous history — agents see the full picture from the first message, every time
• Dynamic layouts and customisable widgets adapt the workspace to different interaction types, teams, and business workflows — the desktop works the way the operation works
360° Customer View
• AI-generated interaction summaries and real-time transcriptions posted to CRM at wrap-up — complete, searchable, accurate customer history maintained automatically
• Cross-channel context flows seamlessly — a customer moving from chat to voice carries their entire history forward without the agent needing to ask what was already said
AI Intelligence
• AI-generated call notes and wrap-up summaries posted to CRM automatically at interaction end — post-call admin reduced to near zero, CRM data more accurate than ever
• Live customer sentiment monitored and surfaced in real time — agents receive guidance on tone and approach; supervisors see risk signals before they become escalations
Supervisor Suite
• Whisper coaching delivers supervisor guidance directly to the agent during a live call — invisible to the customer, precise in the moment it's needed most
• Barge-in and multi-party conferencing available instantly when direct intervention is required — supervisors join any interaction in seconds without pre-notification
No-Code Designer
• Customisable widget library adapts the desktop to specific business workflows — customer service, sales, support, and collections teams each get a workspace built for their role
• Dynamic layout rules adjust the desktop automatically based on interaction type, channel, customer segment, or campaign — the right information displayed at the right moment
Customisable AI Monitoring & Scorecard Configuration
• Department-specific scorecards ensure evaluations reflect each team's actual performance criteria
• AI applies defined criteria consistently to 100% of interactions — no evaluator drift
• Quality standards updated instantly across all evaluations when criteria change
With Consilium Intelligent Agent Desktop, your business can:
Faster FCR Full CRM context before the first word + AI guidance during the call = faster resolution, fewer transfers.
Zero Admin Burden AI notes, auto-logging, and CRM updates eliminate post-call documentation — agents focus on customers.
Lower AHT No screen switching. No manual searching. No re-asking. Every second saved, every interaction.
Consistent CX Every agent, same complete view — personalised, context-aware service regardless of who picks up.
Supervisor Control Real-time visibility, whisper coaching, and instant barge-in — supervisors lead with intelligence, not instinct.
Enterprise Scalability Cloud-native AWS architecture scales automatically — resilient, available, and ready for any peak.
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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