Consilium UniQM™ Overview
UniQM™ is an enterprise-grade AI quality management platform that automatically captures, transcribes, scores, and analyses every interaction across your contact center — unifying Call Recording, Quality Management, and Speech Analytics into one intelligent solution. CX leaders, operations managers, and compliance teams get the intelligence they need to act, not just report.
UniQM™ applies AI across the full interaction lifecycle — from real-time capture to post-call coaching — so quality management becomes a business driver, not a box-ticking exercise. Every interaction becomes a source of intelligence. Every coaching moment is surfaced automatically. Every compliance requirement is met by design.
Capture Everything
Every voice, screen, and chat interaction recorded, transcribed, and indexed — all channels, one platform.
Score Automatically
AI scoring, sentiment detection, and KPI evaluation applied to every interaction — no manual listening.
Coach Intelligently
AI tags high-value coaching moments automatically — supervisors coach, not search
Compatible with all major contact center platforms. Built for regulated industries — Financial Services, Healthcare, Insurance, Telecommunications, and Public Sector.
Key Capabilities of UniQM
100% Interaction Capture — Voice, Screen, Chat, and Video
• Full audio, screen, and keystroke synchronisation for complete interaction context
• All recordings indexed and searchable — dispute resolution, compliance review, and coaching in seconds
• Enterprise-ready architecture with SIPREC and BIB support for flexible deployment
AI-Powered Speech Analytics & Real-Time Transcription
• Sentiment detection and emotional tone analysis applied to every call in real time
• Keyword and phrase tracking for compliance triggers, competitor mentions, and escalation signals
• Multi-language analytics — English and Spanish today, French and Arabic on roadmap
AI-Automated KPI Scoring & Performance Evaluation
• Customisable scorecards by department, team, campaign type, or compliance requirement
• Behaviour insights and performance comparisons surface trends and outliers instantly
• Unbiased, consistent scoring eliminates evaluator variance across the quality team
AI Post-Call Summaries & Smart Coaching Enablement
• Performance comparisons highlight how individual interactions stack against team benchmarks
• AI tags real examples of best practice and performance gaps for targeted coaching sessions
• Coaching queues built automatically — supervisors focus on impact, not administration
Contextual Screen Monitoring & Keystroke Capture
• Keystroke and application activity captured for complete compliance and process context
• Screen monitoring configurable per agent, team, or role — flexible deployment
• Synchronised playback allows quality teams to review audio and screen in one view
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 UniQM, your business can:
- Accelerated Agent Performance — At Scale
- Compliance Assurance — Zero Gaps, Zero Exceptions
- Quality Visibility From Agent to Executive
- Measurable Cost Reduction — Without Cutting Corners
- Built to Scale — Globally, Across Every Channel
- Targeted Coaching That Actually Changes Behaviour
- Operational Efficiency — Without Sacrificing Quality
- CX Intelligence That Creates Competitive Advantage
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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