Consilium UniVCX™ Overview
UniVCX™ is an AI-powered enterprise digital engagement platform that combines AI-guided co-browsing, secure video engagement, live e-signature, and real-time collaboration into a single compliant session — turning complex interactions into measurable business outcomes.
Some customer interactions simply can’t be resolved with voice or chat alone. Onboarding a new banking customer, verifying identity for a regulated service, guiding someone through a complex insurance claim, or closing a financial agreement — these are high-stakes moments where the experience directly determines whether a customer converts, stays, or leaves.
UniVCX™ gives agents the tools to be truly present in those moments — seeing exactly what the customer sees, guiding them visually through any web journey, verifying identity face-to-face via secure video, and closing agreements with live e-signature — all within one encrypted, compliant session, without the customer ever switching apps or channels.
See What They See
Agents co-browse the customer's exact screen in real time — no confusion, no misdirection, no repeat calls.
Face-to-Face, Fully Secure
Encrypted WebRTC video for identity verification, consultations, and complex issue resolution — from any device.
Close It in the Session
Live e-signature and document execution mean agreements close at the point of commitment — no follow-up, no drop-off.
Built for Banking & Financial Services, Healthcare, Insurance, and complex contact center environments — wherever high-stakes interactions demand more than a phone call.
Key Capabilities of UniVCX
- Agent sees the customer’s exact browser view in real time — guides them through any web journey, form, or onboarding flow without describing what to click
- AI assistance surfaces contextual guidance for agents during co-browse sessions — the right prompt, at the right moment, based on where the customer is
- PII fields and sensitive data automatically masked before the agent’s view and session recording — no configuration needed, privacy enforced by design
- End-to-end encrypted WebRTC video delivered within the agent’s existing interface — no third-party app, no plugin, no customer download required
- Seamlessly escalated from any voice or chat interaction in one click — customer stays in the same channel, context carries forward
- Consent-driven session recording built in with full audit trail — every video session captured for compliance review and quality assurance
- Real-time identity verification via live video and document scanning — completed within the session, no separate verification flow or third-party redirect
- Designed for banking, insurance, and healthcare environments where onboarding, account activation, or service access requires verified identity
- Supports KYC, AML, and regulatory identity verification requirements — reduces fraud risk while accelerating time to revenue
- Secure document sharing and live e-signature delivered within the same co-browse or video session — no follow-up email, no abandoned agreement
- Consent capture and compliance documentation built into the signing flow — every signature complete and audit-ready from the moment it’s made
- Revenue realised faster — commitment captured at the moment of intent, before interest cools or the customer navigates away
- Automatic PII detection and masking applied before agent view and session recording — agents never see data they shouldn’t, even during co-browse
- Masking rules fully configurable by organisation, industry, and data type — adapts to the specific compliance requirements of each regulated environment
- Built for GDPR, PCI DSS, and HIPAA — compliance enforced by design across every session, not managed by policy after the fact
- Consent-driven recording captures every session — giving compliance teams a complete, auditable record of agent actions, customer journey, and documents executed
- Post-interaction analytics surface drop-off points, resolution rates, and agent performance patterns across all session types
- Session intelligence feeds agent training and journey optimisation — every session makes the next one better
AI Co-Browsing
• Agent sees the customer's exact browser view in real time — guides them through any web journey, form, or onboarding flow without describing what to click
• AI assistance surfaces contextual guidance for agents during co-browse sessions — the right prompt, at the right moment, based on where the customer is
• PII fields and sensitive data automatically masked before the agent's view and session recording — no configuration needed, privacy enforced by design
• AI assistance surfaces contextual guidance for agents during co-browse sessions — the right prompt, at the right moment, based on where the customer is
• PII fields and sensitive data automatically masked before the agent's view and session recording — no configuration needed, privacy enforced by design
Secure Video
• End-to-end encrypted WebRTC video delivered within the agent's existing interface — no third-party app, no plugin, no customer download required
• Seamlessly escalated from any voice or chat interaction in one click — customer stays in the same channel, context carries forward
• Consent-driven session recording built in with full audit trail — every video session captured for compliance review and quality assurance
• Seamlessly escalated from any voice or chat interaction in one click — customer stays in the same channel, context carries forward
• Consent-driven session recording built in with full audit trail — every video session captured for compliance review and quality assurance
eKYC Verification
• Real-time identity verification via live video and document scanning — completed within the session, no separate verification flow or third-party redirect
• Designed for banking, insurance, and healthcare environments where onboarding, account activation, or service access requires verified identity
• Supports KYC, AML, and regulatory identity verification requirements — reduces fraud risk while accelerating time to revenue
• Designed for banking, insurance, and healthcare environments where onboarding, account activation, or service access requires verified identity
• Supports KYC, AML, and regulatory identity verification requirements — reduces fraud risk while accelerating time to revenue
Live e-Signature
• Secure document sharing and live e-signature delivered within the same co-browse or video session — no follow-up email, no abandoned agreement
• Consent capture and compliance documentation built into the signing flow — every signature complete and audit-ready from the moment it's made
• Revenue realised faster — commitment captured at the moment of intent, before interest cools or the customer navigates away
• Consent capture and compliance documentation built into the signing flow — every signature complete and audit-ready from the moment it's made
• Revenue realised faster — commitment captured at the moment of intent, before interest cools or the customer navigates away
PII Protection
• Automatic PII detection and masking applied before agent view and session recording — agents never see data they shouldn't, even during co-browse
• Masking rules fully configurable by organisation, industry, and data type — adapts to the specific compliance requirements of each regulated environment
• Built for GDPR, PCI DSS, and HIPAA — compliance enforced by design across every session, not managed by policy after the fact
• Masking rules fully configurable by organisation, industry, and data type — adapts to the specific compliance requirements of each regulated environment
• Built for GDPR, PCI DSS, and HIPAA — compliance enforced by design across every session, not managed by policy after the fact
Session Analytics
• Consent-driven recording captures every session — giving compliance teams a complete, auditable record of agent actions, customer journey, and documents executed
• Post-interaction analytics surface drop-off points, resolution rates, and agent performance patterns across all session types
• Session intelligence feeds agent training and journey optimisation — every session makes the next one better
• Post-interaction analytics surface drop-off points, resolution rates, and agent performance patterns across all session types
• Session intelligence feeds agent training and journey optimisation — every session makes the next one better
With Consilium UniVCX, your business can:
- Faster Onboarding — With Less Drop-Off
- Higher First-Contact Resolution
- Revenue Closed at the Point of Commitment
- Reduced Handling Time Across Complex Interactions
- Enterprise Compliance — Across Every Regulated Interaction
- Customer Experiences That Build Loyalty
- Fraud Reduction in High-Risk Interactions
- Continuous Improvement — Session by Session
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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