Consilium UniStudio™ Overview
Modern contact centers must move beyond managing calls to orchestrating experiences. UniStudio™ is an AI-powered intelligence platform that unifies two capabilities that have always belonged together — real-time workforce orchestration and business-led Visual IVR — in a single control platform.
On the IVR side: contact center teams have long been held hostage to IT change cycles. A prompt update that should take minutes takes days. An emergency reroute requires a developer. A holiday schedule change needs a ticket. UniStudio™ ends that entirely — putting supervisors and operations teams in full control of call flows, prompts, routing, schedules, and announcements with a no-code drag-and-drop interface they can operate themselves.
On the workforce side: static WFM tools plan for what’s expected but can’t respond to what’s actually happening. UniStudio™’s AI-driven orchestration engine analyses live demand in real time — dynamically allocating agents, activating reserves before SLA thresholds are breached, and preventing abandonment before it happens.
AI Workforce Orchestration
Real-time demand analysis and dynamic agent allocation — protecting SLAs before they're breached.
No-Code Visual IVR
Drag-and-drop IVR design, instant prompt updates, and one-click emergency routing — no IT required.
Actionable CX Intelligence
Queue analytics, IVR containment, SLA dashboards, and flow optimisation in one unified view.
Compatible with all major contact center platforms. Built for operations teams, CX leaders, and enterprises that need real-time control without IT dependency.
Key Capabilities of UniStudio
- Continuous real-time demand analysis — queue conditions, wait times, and SLA thresholds monitored automatically
- Dynamic agent allocation adjusts team capacity instantly as demand patterns shift throughout the day
- Predictive reserve activation triggers before SLA thresholds are breached — not after the damage is done
- Abandonment prevention activates automatically when wait times rise to critical levels
- Real-time queue dashboards — wait times, abandonment rates, and SLA status visible at a glance
- Reserve utilisation analytics — track how effectively reserve capacity is deployed against demand
- Historical utilisation and SLA trend analysis for workforce planning and capacity decisions
- Actionable alerts when queue conditions require immediate supervisor attention
- Drag-and-drop visual flow builder — build and modify IVR journeys without any technical expertise
- Full version control on all IVR flows — every change tracked, auditable, and instantly reversible
- IVR Traversal Visualiser shows live call paths through active flows — no developer access needed
- Deploy changes in real time — no deployment cycles, no approval queues, no waiting
- Real-time prompt updates applied live — upload audio files or generate instantly via neural TTS
- Multilingual neural Text-to-Speech across multiple languages and voice options
- Advanced NLP and ASR intent recognition for accurate, natural-language call routing
- Ad-hoc announcements toggled on and off instantly — no script changes, no redeployment required
- One-click Emergency Mode activates live call rerouting across the entire IVR in seconds
- Smart Holiday Scheduling with AI calendar management — auto-routing with no manual updates
- Ad-hoc announcements published instantly during incidents — customers informed without delay
- Emergency changes audited and logged automatically — full record for compliance and review
- Granular RBAC at Org → Country → Team level — precisely scoped access for every user role
- Full audit trail of every change — who made it, when, and exactly what was modified
- Cross-team change visibility — supervisors see modifications across their scope in real time
- Controlled business-user empowerment — teams self-serve within governed boundaries
AI-Driven Real-Time Workforce Orchestration
• Dynamic agent allocation adjusts team capacity instantly as demand patterns shift throughout the day
• Predictive reserve activation triggers before SLA thresholds are breached — not after the damage is done
• Abandonment prevention activates automatically when wait times rise to critical levels
• Precision skill-based routing connects each interaction to the best-qualified available agent in real time
Queue Intelligence, Reserve Performance & SLA Dashboards
• Reserve utilisation analytics — track how effectively reserve capacity is deployed against demand
• Historical utilisation and SLA trend analysis for workforce planning and capacity decisions
• Actionable alerts when queue conditions require immediate supervisor attention
No-Code Visual IVR Flow Builder with Drag-and-Drop Design
• Full version control on all IVR flows — every change tracked, auditable, and instantly reversible
• IVR Traversal Visualiser shows live call paths through active flows — no developer access needed
• Deploy changes in real time — no deployment cycles, no approval queues, no waiting
Real-Time Prompt Management, TTS & Multilingual Neural Voice
• Multilingual neural Text-to-Speech across multiple languages and voice options
• Advanced NLP and ASR intent recognition for accurate, natural-language call routing
• Ad-hoc announcements toggled on and off instantly — no script changes, no redeployment required
One-Click Emergency Mode, Holiday Scheduling & Instant Rerouting
• Smart Holiday Scheduling with AI calendar management — auto-routing with no manual updates
• Ad-hoc announcements published instantly during incidents — customers informed without delay
• Emergency changes audited and logged automatically — full record for compliance and review
Granular Role-Based Access Control & Full Audit Trail
• Full audit trail of every change — who made it, when, and exactly what was modified
• Cross-team change visibility — supervisors see modifications across their scope in real time
• Controlled business-user empowerment — teams self-serve within governed boundaries
With Consilium UniStudio, your business can:
- 20–35% Reduction in Call Abandonment
15–25% Improvement in Agent Utilisation
- Enterprise Governance — Without Slowing Teams Down
- Operational Agility — At the Speed the Business Demands
- IVR Changes in Minutes — Not Days
- Higher First-Contact Resolution Through Smarter Routing
- Lower Cost-to-Serve — Through AI Efficiency
- CX Decisions Backed by Real Data — Not End-of-Day Reports
Let’s Transform Your Customer Conversations into Outcomes
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