Driving Performance with Consilium UniRSM™ AI Pro: Intelligent Monitoring and Whisper Coaching
Discover the latest in real-time monitoring and coaching with UniRSM™ AI Pro, designed to elevate your contact center’s performance and efficiency like never before with AI-powered real-time capture and transcripts for superior supervisor and agent assistance.
With the agent's consent, supervisors can view the agent's screen in real-time, gaining immediate insights into ongoing activities.
Agents can proactively seek guidance from an available Agent Buddy for enhanced coaching and support. Also, Agent can select which Buddy to send monitoring request.
Instantly access transcripts of agent customer interactions, facilitating more effective monitoring and feedback.
Leveraging the latest in AI, UniRSM not only monitors parameters such as Average Handle Time (AHT) for problem call detection, but also captures and analyzes voice streams for High Pitch (HP), offensive language and negative sentiments, sending alerts for such calls to the team’s supervisor.
We can monitor an agent from the start of the call without any interruption, supervisor can continuously monitor an agent by configuring a threshold time.
Supervisor can any time jump into the middle of agent-customer conversation and take the conversation from there without letting the call escalate. And decide whether to drop the agent from the call or not.
Experience the future of contact center management with UniRSM™ AI Pro. Contact us today to schedule a demo and discover how Consilium can transform your operations.
