AI-Quality Intelligence & Agent Performance — Insights to Intervention
Most supervisors monitor. UniRSM™ AI Pro intervenes.
It delivers real-time AI intelligence across every live interaction — detecting sentiment shifts, flagging violations, and equipping supervisors with the tools to act in the moment, not after the damage is done. From whisper coaching to silent monitoring to live barge-in — every intervention capability, one intelligent platform.
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
- Sentiment, violations, and KPI signals detected on every active interaction — in real time.
- AI flags at-risk conversations the moment they escalate — before the customer does.
- Supervisors see everything. Miss nothing.
- Whisper coaching delivered to agents during live calls — invisible to the customer.
- AI prompts guide agents through difficult conversations in real time.
- Right guidance. Right moment. Zero disruption.
- Silent monitoring, barge-in, and multi-party conferencing — available instantly.
- Live screen visibility across every active agent — audio and desktop, synchronised.
- One dashboard. Every interaction. Full control.
- KPI dashboards track coaching impact, sentiment trends, and escalation patterns.
- AI surfaces peer coaching moments and best-practice examples automatically.
- Continuous improvement — measured, not assumed.
Live Call Visibility
• Live sentiment analysis applied to every active interaction — positive, neutral, and negative tracked in real time across the entire team simultaneously
• Automatic violation detection flags wrong guarantees, abusive language, and frustration signals the moment they occur — supervisors alerted instantly with context
• Unified live dashboard shows all active calls, agent statuses, KPI signals, and interaction queues — supervisors act on data, not instinct
• Automatic violation detection flags wrong guarantees, abusive language, and frustration signals the moment they occur — supervisors alerted instantly with context
• Unified live dashboard shows all active calls, agent statuses, KPI signals, and interaction queues — supervisors act on data, not instinct
Live Screen View
• Agent desktop streamed live to supervisor during active interactions — single and dual screen support — complete picture of what the agent is doing, not just saying
• Screen visibility combined with audio monitoring provides full interaction context — navigation errors, system issues, and process gaps identified as they happen
• Accessible from the supervisor dashboard without agent notification — unobtrusive, continuous, and always available
• Screen visibility combined with audio monitoring provides full interaction context — navigation errors, system issues, and process gaps identified as they happen
• Accessible from the supervisor dashboard without agent notification — unobtrusive, continuous, and always available
Whisper Coaching
• AI-generated coaching prompts delivered to agents in real time based on live conversation context — the right guidance at the exact moment it's needed
• Supervisor whisper coaching delivered directly to the agent during a live call — fully invisible to the customer, zero disruption to the interaction
• Personalised coaching recommendations built on each agent's individual performance patterns — coaching history tracked over time for evidence-based development
• Supervisor whisper coaching delivered directly to the agent during a live call — fully invisible to the customer, zero disruption to the interaction
• Personalised coaching recommendations built on each agent's individual performance patterns — coaching history tracked over time for evidence-based development
Silent Monitoring
• Silent monitoring lets supervisors listen to any live interaction without agent or customer awareness — full context before any intervention decision is made
• Barge-in joins the call as an active participant when immediate escalation support is needed — supervisor present in seconds
• 3-party and 4-party conferencing brings in subject-matter experts or senior agents in real time — plus mobile agent support for remote and hybrid workforces
• Barge-in joins the call as an active participant when immediate escalation support is needed — supervisor present in seconds
• 3-party and 4-party conferencing brings in subject-matter experts or senior agents in real time — plus mobile agent support for remote and hybrid workforces
Peer-to-Peer Support
• Structured peer-to-peer support framework enables experienced agents to assist colleagues during live interactions — expert knowledge accessible in the moment
• AI analytics applied to peer coaching sessions — best practice patterns identified, surfaced, and made available for broader team development
• Peer support activity tracked and measured — collaboration recognised, knowledge sharing quantified, team culture strengthened
• AI analytics applied to peer coaching sessions — best practice patterns identified, surfaced, and made available for broader team development
• Peer support activity tracked and measured — collaboration recognised, knowledge sharing quantified, team culture strengthened
KPI-Driven Dashboards
• Real-time KPI dashboards for supervisors — live performance signals across every active agent, every interaction, and every queue simultaneously
• Historical performance reporting tracks coaching impact, sentiment trends, escalation patterns, and agent development trajectories over time
• Exportable reports for performance reviews, compliance documentation, and executive reporting — every metric tied to business outcome, not just contact center activity
• Historical performance reporting tracks coaching impact, sentiment trends, escalation patterns, and agent development trajectories over time
• Exportable reports for performance reviews, compliance documentation, and executive reporting — every metric tied to business outcome, not just contact center activity
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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