UniContext™ for Cisco Context Services

Consilium UniContext™ - Premise based Context Management solution for Cisco

UniContext™ is Consilium’s on-premise replacement for Cisco Context Service (all the functionality of Context Service but without any cloud-hosted component) for up to 3 channels (voice, email and chat).

UniContext™ Advantage

Improves Cisco Context Service adoption
Provides premise based services for industries which traditionally do not allow cloud-hosting of customer data
Possible to send a holistic view of the customer journey, across all interaction channels, to an agents’ desktop

Inbound Voice Flow and Feature

Customer calls the hotline and is greeted by an IVR menu
Customer identifies himself using a government-issued Unique ID (UID) / National Identity number
UniContext™ hooks in the IVR check if the customer is a new or repeat caller, and generates a POD ID number for the interaction
Customer selects an option and is routed to an available agent
The call is delivered to the agent’s Cisco IP phone with call information in the Cisco desktop application (Cisco Finesse Agent Desktop or other.)
For repeat callers, UniContext™ gadget inside Cisco Finesse displays customer journey history based on UID and customer-entered digits in the UniAgent™ widget. Agent can look up customers and create and update PODs (Pieces Of Data.) For new callers, agent can use the Manage tab to create the customer record and PODs.

Email Flow and Features

Customer emails the customer service email alias or by completing a web form
Customer identifies himself using a government-issued Unique ID (UID) / National Identity number in the email subject or using a web form field
UniContext™ hooks in the email script check if the customer is a new or repeat customer, and generates a POD ID number for the interaction
The email is delivered to the agent’s Cisco desktop application in the Email tab (Cisco Finesse Agent Desktop or other.)
For repeat customers, UniContext™ gadget inside Cisco Finesse displays customer journey history based on UID. Agent can look up customers and create and update PODs (Pieces Of Data.) For new customers, agent can use the Manage tab to create the customer record and PODs.

Webchat flow and features

Customer initiates a web chat request using mobile or desktop
Customer identifies himself using a government-issued Unique ID (UID) / National Identity number in the chat entry point fields
UniContext™ hooks in the chat script check if the customer is a new or repeat customer, and generates a POD ID number for the interaction
The chat is delivered to the agent’s Cisco desktop application in the Chat tab (Cisco Finesse Agent Desktop or other.)
For repeat customers, UniContext™ gadget inside Cisco Finesse displays customer journey history based on UID. Agent can look up customers and create and update PODs (Pieces Of Data.) For new customers, agent can use the Manage tab to create the customer record and PODs.

Why Choose Consilium UniContext™ for Cisco Context Services

Datasheet

Check out how Consilium's UniContext™ for Cisco Context Services helped to achieve better ROI on operations.

UniContext™ for Cisco Context Services

Consilium UniContext™ - Premise based Context Management solution for Cisco

Functionalities

Inbound Voice Flow and Feature

Email Flow and Features

Webchat flow and features

Why Choose Consilium UniContext™ for Cisco Context Services

Datasheet

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