AI-Orchestrated Customer Engagement Intelligence — CX Built for Retail & E-Commerce

Retail and e-commerce contact centers operate at the intersection of customer expectation and operational speed — every order query is a retention moment, every complaint is a loyalty risk, and every abandoned cart is measurable lost revenue.

Consilium sits above your contact center stack — adding AI-powered customer engagement, order intelligence, proactive outreach, and service quality governance trusted by retailers, e-commerce platforms, and retail BPOs across 120+ countries.

Retail Engagement Capabilities

AI-Orchestrated Customer Outreach

UniCampaign

  • Abandoned cart recovery, order updates, promotional campaigns, and loyalty follow-ups — AI determines the right channel and right moment for each customer automatically

  • GDPR, DNC, and consent compliance enforced automatically — every customer, every campaign, every channel

Unified Agent Workspace & Intelligent CRM

UniAgent

  • Full customer record — purchase history, open cases, prior contacts, and loyalty status — surfaced before every interaction

  • AI Copilot delivers next-best-action, product recommendations, and resolution options in real time — post-call notes logged automatically

AI Quality Intelligence & CSAT Monitoring

UniQM

  • 100% of customer interactions captured and AI-scored — tone, resolution quality, and escalation risk flagged instantly, every shift

  • Sentiment and frustration detection — at-risk interactions identified before they become complaints, refunds, or negative reviews

Real-Time Supervisor Intelligence

UniRSM AI Pro

  • Live customer sentiment and frustration detection — supervisors alerted the moment interactions escalate

  • Whisper coaching guides agents through complex return, refund, and escalation conversations — invisibly, in real time

Omnichannel Customer Journey Orchestration

UniConnect & UniStudio

  • Every retail channel unified — order context and purchase history carry across app, chat, SMS, email, and phone

  • IVR updated in real time — peak season routing, promotional announcements, and service alerts activated instantly

Retail CX & Operational Intelligence

UniDashboard

  • 360° real-time visibility across contact volumes, CSAT trends, resolution rates, and agent performance — live

  • Predictive analytics anticipate contact surges — peak seasons, promotional events, and delivery delays forecast in advance

Win Every Customer Moment.

  • Higher conversion & recovery — abandoned cart and lapse campaigns triggered automatically by AI propensity scoring

  • Faster order resolution — full purchase context and AI Copilot eliminate repeat questioning and hold times

  • 100% CSAT monitoring — every customer interaction scored — no complaint goes undetected

  • Peak season scalability — AI routing and workforce intelligence absorb volume surges without service degradation

  • Omnichannel continuity — customers move between app, chat, and phone without repeating order details

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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