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UC & CC Service Automation and Customer Experience Management

A pioneer in the segment of Unified Communications (UC) and Contact Center (CC) space, Consilium offers an innovative suite of software solutions UniSuite™ for Business Communication Operation management (BCOM) and Customer Experience management (CEM) to enterprises, service providers, system integrators and customer service industries. Consilium UniSuite™ simplifies UC applications management, CRM-CTI integration, reporting, callback, dashboard, and fully featured provisioning through a unified multi-vendor architecture.

Thus, Consilium's UniSuite™ help organizations lower the cost of their UC&CC investment, simplify UC&CC administration, enhance workforce productivity, and improve the relationship with their customers. At Consilium we develop long-lasting customer partnerships and work with them to identify their needs and provide solutions that support their success.

Consilium UniCloud

UniCloud™ provides business workflow process for provisioning, self-care, migration, monitoring, analytics and billing in a multi-vendor environment. With both cloud and premise-based solutions, UniCloud™ continues to deliver the highest levels of customer satisfaction, ease of use and manageability while bringing down the total cost of ownership

  • A cohesive multi-vendor fulfilment management platform
  • Reduced business application integration complexity
  • Easily customizable branding and workflow
  • Scalable and high availability (HA) architecture
  • Accelerated provisioning and delegation control of user MACD administration

Omnichannel Customer Experience

Through Consilium customer interaction enhancement platform UniAgent™, we’ve re-envisioned the Omnichannel agent desktop. 

Consilium UniAgent™brings all the channels together in one easy-to-use desktop that offers agent a Single Interface for managing entire customer journey. Our universal interaction model adjusts to the needs of the interaction—phone, chat, email, or social—yet feels familiar to the agent.

  • Unified channel to respond effectively to Changes in Demand
  • Identify, Engage, and Close opportunities via any channel
  • Empowers knowledge workers with similar data context at all touchpoints
  • Personalized customer experience
  • Both for on-premise and cloud

Proactive Engagement

Consilium UniCampaign™ for Cisco Enterprise Contact center platforms, leverages Cisco outbound dialer technology and empowers you to build better relationships with your customers and earn loyalty.

  • Proactively engage customers in more cross-sells and up-sells
  • Communication with a personal touch
  • Enrich connection between customer and agent

Callback Management

Consilium callback management solution UniCBM™ is an intuitive solution for your customer service and support centres to end long hold times for callers during peak call hours and provide an alternative solution to receive callback at their preferred day and time

  • 360-degree view of your contact centers operations
  • Focus on workforce mobility
  • Easily manage business performance

Historical Reporting for Contact Center

Consilium UniInsight™ assists business users to quickly analyse key business metrics, help you maximize uptime, and lowers cost of ownership by identifying and resolving conditions critical to the business continuity of your contact center operation.

  • Meet Service Level Agreements
  • Provide in-depth actionable insights of your business
  • Enable agents and knowledge workers to be more successful  

Real-time Dashboard, Wallboard and Floor Manager for Cisco Contact Center

Consilium UniDashboard™ offers a consolidated view of the entire Contact Center metrics and delivers the power of information visually on any device, to make timely and valuable decisions.

  • Access to critical data anywhere and anytime
  • Customizable to fit your business needs
  • Learn from each customer interaction