Consilium UniRSM™ Overview
UniRSM™ AI Pro is an AI-powered real-time supervisor and agent performance platform that gives supervisors complete live visibility across every interaction — with the intelligence to detect issues as they happen and the tools to intervene instantly, without disrupting the customer experience.
From real-time sentiment tracking and AI-generated coaching prompts to silent monitoring, whisper coaching, live escalation, and peer-to-peer collaboration — UniRSM™ AI Pro equips every level of the contact center to act smarter, coach faster, and deliver consistently exceptional customer experiences.
See Every Interaction Live
Real-time visibility across all active calls — with sentiment, violations, and KPIs surfaced instantly.
Coach in the Moment
Whisper coaching and AI prompts delivered to agents during live interactions — invisibly to the customer.
Intervene Before It Escalates
Silent monitoring, barge-in, 3-party and 4-party conferencing — supervisors act exactly when it matters.
Built for contact centers of every scale — enabling supervisors to lead with data, agents to grow with confidence, and organisations to deliver measurable performance improvements across every team.
Key Capabilities of UniRSM
Real-Time Analytics, Sentiment Tracking & Violation Detection
• Automatic violation detection — wrong guarantees, abusive language, frustration signals flagged instantly
• Real-time KPI signals surfaced per agent and per interaction — supervisors act on data, not instinct
• Unified live dashboard view across all active calls, agent statuses, and interaction queues
Personalised AI Coaching & Whisper Guidance
• Supervisor whisper coaching delivered directly to the agent's earpiece — fully invisible to the customer
• Personalised coaching recommendations based on each agent's individual performance patterns
• Coaching history tracked over time — enabling measurable, evidence-based performance development
Live Screen Visibility with Dual Screen Support
• Screen visibility combined with audio monitoring for complete interaction context
• Supervisors identify navigation errors, system issues, and process gaps as they happen
• Screen visibility accessible from the supervisor dashboard without agent notification
Proactive Call Monitoring, Silent Monitoring & Multi-Party Conferencing
• Whisper coaching — speak to the agent during a live call without the customer hearing
• Barge-in — join the call as an active participant when immediate escalation support is needed
• 3-party and 4-party conferencing — bring in subject-matter experts or senior agents in real time
• Mobile agent support — full monitoring and coaching capabilities for remote and mobile workforces
Peer-to-Peer Support with AI Analytics
• AI analytics applied to peer coaching sessions — best practice patterns identified and surfaced
• Peer support activity tracked and measured — recognising collaboration and knowledge sharing
• Accelerates skill development across teams by making expert knowledge accessible in the moment
KPI-Driven Insights, Dashboards & Reporting
• Historical performance reporting — trends, comparisons, and coaching impact measured over time
• Escalation and violation pattern analysis — identifying systemic issues before they affect CX at scale
• Exportable reports for performance reviews, compliance documentation, and executive reporting
With Consilium UniRSM, your business can:
- Faster, Smarter Decisions — In the Moment That Counts
- Consistently Better Customer Interactions
- Up to 50% Faster Agent Ramp-Up
- A Team Culture Built on Collaboration
- Escalations Handled Proactively — Not After the Damage Is Done
- Reduced Agent Attrition — Through Support That Shows
- Data-Driven Decisions That Deliver Measurable ROI
- Compliance Confidence — On Every Live Interaction
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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