Consilium UniCare™ Professional Services — Expert-Led. White-Glove. Every Engagement.
Technology delivers value only when it’s implemented with precision, integrated without compromise, and supported by people who understand the complexity of enterprise CX.
UniCare™ Professional Services brings 33+ years of contact center expertise to every engagement — from initial design through deployment, integration, and long-term optimisation. Not just implementation. A lifecycle partnership built on a white-glove ethos that our clients return to, every time.
Platform Implementation
Certified across Webex, Cisco, Amazon Connect, and Genesys — every major contact center platform
Deep Integration
20+ CRM platforms, custom APIs, CTI connectors, AI chatbots, and third-party data sources.
Business Intelligence
BI Suite development, CUIC reporting, real-time analytics, and actionable CX insights.
UniCare Service Categories
- Certified across Cisco, Genesys, Amazon Connect, and Webex CC — end to end.
- Design, build, test, and go-live — managed with precision, delivered on time.
- 2,000+ enterprises. 120+ countries. Proven at every scale.
- Deep integration across Salesforce, Dynamics, ServiceNow, SAP C4C, and 20+ CRMs.
- Custom APIs, CTI connectors, and AI workflow integrations — built to last.
- Embedded, not bolted on. Native, not patched.
- Conversational AI, IVR design, and bot implementation — across every platform.
- NLP configuration, intent architecture, and seamless live agent escalation.
- AI that works from day one — not after months of tuning.
- Post-deployment support, continuous optimisation, and lifecycle management.
- Proactive monitoring — issues resolved before they affect the operation.
- White-glove, always. Not just at go-live.
• Webex CC Gold Tenant access enables Consilium to continuously advance implementation capabilities and leverage the latest Webex CC APIs to add new functionality for clients
• Amazon Connect engagements include skills-based routing, custom IVR/Contact Flow development, advanced AWS service integrations (Kinesis, Lambda, Polly, Lex), and campaign management
CRM & Integration
• Custom API and CTI application development — connecting contact center platforms with enterprise data sources, ticketing systems, and third-party business applications
• Amazon RDS and Web Service data dips, outbound list and campaign management (LCM) integration, and pre-built CTI connector library for fast deployment
AI & Self-Service
• IVR strategy, Cisco CVP VXML application development, UCCX IP-IVR scripting, and custom IVR Contact Flow development for Amazon Connect environments
• End-to-end conversational AI implementation — NLP configuration, intent design, escalation logic, and integration with live agent handoff across all major platforms
Business Intelligence
• CUIC custom report development for Cisco environments — advanced reporting across queues, agents, campaigns, and customer journey metrics with drill-down and export capability
• Amazon Connect contact center reporting — custom dashboards, real-time KPIs, historical analysis, and post-call analytics surfacing actionable CX and operational insights
Workforce Optimisation
• eGain Web Self-Service, Email Management, and Knowledge Management implementation — enabling self-service deflection and intelligent agent knowledge across digital channels
• Genesys contact center professional services — design, implementation, and integration for Genesys environments including WFO, reporting, and omnichannel workflow configuration
Managed Support
• Post-deployment managed support, platform optimisation, and continuous improvement services — ensuring contact center investments perform at their best long after go-live
• White-glove ongoing engagement: proactive monitoring, version upgrades, feature enhancements, and access to Consilium's global engineering team throughout the investment lifecycle
With Consilium UniCare, Your Business Can :
Faster Time to Value Proven methodology and pre-built integration assets compress deployment timelines without cutting corners.
Implementation Risk Certified engineers, rigorous UAT, and white-glove project management reduce go-live risk at every stage.
Seamless Integrations Deep CRM and third-party integration expertise means the contact center connects to the business on day one.
Actionable Intelligence BI Suite and reporting implementations turn interaction data into trends, insights, and measurable CX improvement.
AI-Ready Deployment Chatbot, IVR, and AI implementation services ensure self-service works — and escalates intelligently when it doesn’t.
Long-Term Partnership Managed support, optimisation services, and lifecycle expertise keep the investment performing long after go-live.
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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