Unified Agent Workspace & Intelligent CRM
Most contact centers run on fragmented tools — agents switching screens, re-asking questions customers already answered, and spending post-call time on admin instead of customers.
UniAgent™ eliminates that entirely. It unifies intelligent automation with full interaction management — one desktop, every channel, complete context, before the agent says hello. Layer on Consilium Copilot for real-time AI agent assistance, embedded directly into the CRM agents already use.
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
- Full CRM record, interaction history, and sentiment trends surface before every interaction.
- AI identifies the customer and their intent — before the agent says hello.
- Zero repeated questions. Zero cold starts.
- Live sentiment detection, knowledge surfacing, and next-best-action — delivered in real time.
- AI generates post-call summaries and CRM updates automatically at wrap-up.
- Supervisors alerted to at-risk interactions — instantly, without manual monitoring.
- Voice, chat, email, SMS, and video — one screen, one context, zero switching.
- Channel escalations handled seamlessly — no transfers, no repeated context.
- Every interaction threaded, tracked, and visible across the full customer journey.
- Native CRM injection — Salesforce, Dynamics, SAP C4C, ServiceNow, and 20+ more.
- Bi-directional CRM sync — AI metadata consistent across every system.
- SOC 2, GDPR, HIPAA — enterprise-grade security, embedded by design.
Instant CRM Context
• Customer automatically identified and full CRM record surfaced the moment an interaction arrives — account history, open cases, preferences, and prior interactions all visible before the agent says a word
• Works across every inbound and outbound interaction, every channel — voice, chat, email, and social — on a single unified desktop
• No searching, no screen switching — agents engage with complete context from the very first second, every time
• Works across every inbound and outbound interaction, every channel — voice, chat, email, and social — on a single unified desktop
• No searching, no screen switching — agents engage with complete context from the very first second, every time
Zero Admin Entry
• AI generates interaction summaries and posts them to the CRM record automatically at wrap-up — no manual note-taking, no post-call documentation
• Real-time transcription streamed directly into CRM records creates a complete, searchable interaction history without any agent effort
• Click-to-dial, activity logging, and CRM field updates all handled automatically — after-call work reduced to near zero
• Real-time transcription streamed directly into CRM records creates a complete, searchable interaction history without any agent effort
• Click-to-dial, activity logging, and CRM field updates all handled automatically — after-call work reduced to near zero
Live AI Guidance
• Contextual knowledge base articles surfaced in real time during live interactions — based on what's actually being discussed, not what the agent searches for
• Live CRM data continuously analysed and translated into next-best-action recommendations delivered inline in the agent sidebar
• Compliance prompts, product suggestions, and customer insights delivered during the interaction — agents stay in the conversation, not in search
• Live CRM data continuously analysed and translated into next-best-action recommendations delivered inline in the agent sidebar
• Compliance prompts, product suggestions, and customer insights delivered during the interaction — agents stay in the conversation, not in search
Bot to Human
• AI bots handle initial interactions autonomously — routine queries resolved without live agent involvement, at scale
• On escalation, the full conversation history, customer record, and detected intent are passed seamlessly to the live agent — zero repeated questions, zero lost context
• Intelligent routing ensures the right agent receives the right escalation — matched by skill, availability, and interaction context
• On escalation, the full conversation history, customer record, and detected intent are passed seamlessly to the live agent — zero repeated questions, zero lost context
• Intelligent routing ensures the right agent receives the right escalation — matched by skill, availability, and interaction context
Omnichannel Desktop
• Voice, chat, email, social, and messaging channels all unified inside a single CRM-embedded desktop — no separate contact center window required
• Customer context flows seamlessly across channels — channel-switching and escalation handled within the same unified view
• Seamless in-interaction escalation from chat or voice to co-browse or video — without the customer ever switching applications
• Customer context flows seamlessly across channels — channel-switching and escalation handled within the same unified view
• Seamless in-interaction escalation from chat or voice to co-browse or video — without the customer ever switching applications
Supervisor Command
• Supervisors see agent status, live interaction queues, and CRM activity in real time — complete team visibility from one dashboard
• Whisper coaching and barge-in capabilities allow live intervention without disrupting the customer experience
• Team hierarchies, agent performance, and interaction history all linked to CRM records — supervisors lead with data, not instinct
• Whisper coaching and barge-in capabilities allow live intervention without disrupting the customer experience
• Team hierarchies, agent performance, and interaction history all linked to CRM records — supervisors lead with data, not instinct
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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