Video Customer Experience (VCX) Solution
UniVCX™ from Consilium allows customer service contact centers to add three synchronous digital channels to your Cisco, Genesys, and Amazon Connect contact center platforms that combine live chat, video, and co-browsing.
UniVCX™ 5.0 enables organizations to complement their existing Cisco contact center (CCE and CCX), Genesys, or other cloud contact center platforms to become ready with WebRTC-based secure video, co-browsing, and chat as new channels with integration to Cisco Finesse and Cisco Jabber as well as provides a migration path for existing Cisco Remote Expert Mobile (REM) customers.
Consilium UniVCX™ can also be interfaced to Cisco CUCM-only environments, or delivered as a standalone solution to enhance customer experience (CX). Organizations can integrate real-time voice, video and expert assist interactive collaboration experiences directly into their customer-facing iOS/Android applications and websites (desktop and mobile browsers.)
Use Cases
Consilium UniVCX™ provides audio/video calling, chat, and conferencing functionality between the customers and agents through tight integration between UniVCX™ and Cisco CCX or CCE platforms.
UniVCX™ provides functionality wherein both customer and agent can navigate through the same context of Web pages at same time.
It helps the users to highlight something and draw during screen sharing.
Both the customers and the agents can share images, pdf or excel files. Customers can mask personally-identifiable information like their bank account details with help of PII Masking.
Video-On-Hold is supported while a customer is waiting in queue for a live agent to become available
UniVCX™ can be integrated within Kiosk to provide in-room experience.
