Consilium Intelligent Agent Desktop™ Overview
Intelligent Agent Desktop™ is a cloud-native AI-powered omnichannel workspace that unifies every interaction channel, every CRM, and real-time AI intelligence in one high-efficiency desktop — built for agents, supervisors, and administrators to manage modern contact center operations at scale.
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 digital messaging all unified in one modern agent desktop — agents manage every channel from a single interface without switching tools or losing context
- 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
- Customer identified automatically on interaction arrival — full CRM record, account history, open cases, prior interactions, and preferences surfaced before the agent says a word
- 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
- Contextual knowledge base articles, product suggestions, and compliance prompts surfaced inline during live interactions — agents stay in the conversation, not in search
- 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
- Real-time supervisor dashboard shows all active interactions, agent statuses, queue depths, and live sentiment across the entire team simultaneously — complete visibility from one screen
- 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
- Cloud-native AWS architecture delivers elastic scalability — capacity adjusts automatically to demand peaks and seasonal surges without manual infrastructure management
- High availability and resilience built into the architecture — no single point of failure, automatic failover, enterprise-grade uptime for contact centers that cannot afford downtime
- Available on AWS Marketplace — streamlined procurement, simplified billing, and seamless integration within existing AWS environments
- Drag-and-drop No-Code Designer Studio lets administrators build tailored role-based layouts for agents, supervisors, and back-office teams — zero IT involvement, zero coding
- 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
Omnichannel Workspace
• Voice, chat, email, SMS, and digital messaging all unified in one modern agent desktop — agents manage every channel from a single interface without switching tools or losing context
• 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
• 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
• Customer identified automatically on interaction arrival — full CRM record, account history, open cases, prior interactions, and preferences surfaced before the agent says a word
• 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-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
• Contextual knowledge base articles, product suggestions, and compliance prompts surfaced inline during live interactions — agents stay in the conversation, not in search
• 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
• 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
• Real-time supervisor dashboard shows all active interactions, agent statuses, queue depths, and live sentiment across the entire team simultaneously — complete visibility from one screen
• 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
• 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
• Drag-and-drop No-Code Designer Studio lets administrators build tailored role-based layouts for agents, supervisors, and back-office teams — zero IT involvement, zero coding
• 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 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
• Customisable keyword, phrase, and emotion categories aligned to your quality standards
• 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
• 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
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