Consilium One Unified CX + AI Platform — Natively Extended for Oracle
Consilium UniAgent™ embeds natively into Oracle Service Cloud (Oracle B2C Service / RightNow), bringing customer context, Consilium Copilot AI assistance, incident lifecycle automation, real-time transcription, and omnichannel engagement directly into the Oracle Agent Desktop.
Agents work from one connected Oracle experience with customer, account, incident, knowledge, interaction, and AI intelligence available at the point of engagement — reducing screen switching, manual administration, and post-interaction effort. The source specifically supports native embedding in Oracle Service Cloud, Copilot, incident automation and zero-manual-entry workflows.
How Consilium Elevates Oracle
- Consilium Copilot – Real-Time AI Agent Assistance — live sentiment detection, knowledge surfacing, supervisor alerts, and AI-generated Incident Notes embedded into Oracle.
- Intelligent Oracle Screen Pop — automatically surface matching Contact, Account, or Incident information with complete Oracle CRM context before the conversation begins.
- Incident Lifecycle Automation — automatically create, update, and close Oracle Incidents from interaction connection through wrap-up.
- AI-Generated Incident Notes — automatically post AI-generated interaction summaries into Oracle Incident Notes at wrap-up.
- Real-Time Transcription to Oracle — stream live interaction transcripts directly into Oracle records to create a searchable interaction history.
- Oracle Knowledge Base Intelligence — surface relevant Oracle KB articles during live interactions for faster and more consistent resolution.
- Omnichannel Oracle Agent Desktop — unify voice, chat, email, and social interactions inside Oracle Service Cloud.
- Supervisor Command Center — support real-time monitoring, whisper coaching, and barge-in linked to Oracle agent records and team structures.
