AI-Powered Omnichannel CTI & CRM Integration Platform
Give your agents the full customer picture — from the very first second of every interaction.
UniAgent™ is an AI-powered omnichannel engagement platform that connects your contact center with 20+ leading CRM systems — creating one intelligent agent desktop where every customer interaction is handled with complete context, from the very first second.
Today’s contact centers struggle with fragmented tools, siloed data, and agents forced to toggle between multiple screens to serve customers. UniAgent™ eliminates that friction. By embedding your contact center capabilities directly inside your CRM — and layering AI-driven intelligence on top — agents can resolve issues faster, document interactions automatically, and deliver consistently personalised experiences across every channel.
UniAgent™ moves your contact center beyond reactive support — embedding automation, real-time intelligence, and seamless CRM workflows into every interaction, at scale.
One Unified Desktop
Every channel. Every CRM. One screen — with full customer context always visible.
AI-Driven Automation
Interaction notes, transcripts, and CRM updates happen automatically — no agent effort required.
Real-Time Intelligence
Live insights, KB articles, and customer data surfaced to agents during every interaction.
Supports 20+ CRM platforms including Salesforce, Microsoft Dynamics 365, ServiceNow, Oracle Service Cloud, SAP C4C, Zoho, Zendesk, and more.
Key Capabilities of UniAgent
Intelligent Screen Pop & Contextual CRM Surfacing
• Full interaction history, account details, and open cases presented in one unified view
• Works across all channels — voice, chat, email, and social — on a single desktop
AI-Powered Interaction Logging & Automated CRM Updates
• Real-time transcription streamed directly into CRM records for complete, searchable history
• Click-to-dial, activity logging, and CRM field updates all handled automatically
Real-Time AI Intelligence & Knowledge Surfacing
Omnichannel Engagement Inside the CRM Desktop
• Seamless in-interaction escalation from chat or voice to co-browse or video
• Channel-switching and escalation handled within the same unified view
AI Bot Integration & Intelligent Escalation
• Full CRM and conversation context transferred to agent on every escalation
• Intelligent routing ensures the right agent gets the right interaction, every time
Supervisor Command Center & Live Team Monitoring
• Whisper coaching and barge-in capabilities for live supervisor intervention
• Full visibility into team performance linked to CRM records and interaction history
With Consilium UniAgent, your business can:
- Faster First-Contact Resolution
- Zero Manual Data Entry
- Reduced Average Handle Time
- Consistently Personalised Customer Experiences
- Seamless Bot-to-Human Transitions
- Enterprise Compliance, Built In
- Higher Agent Productivity & Engagement
- One Platform Across Every Industry
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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