Overview

Consilium UniAgent™ provides contact center agents with an intelligent single-screen interface that merges contact center platform functionality into the CRM user interface. UniAgent™ is designed to simplify CTI with Salesforce, Zoho, Microsoft Dynamics, ServiceNow, Oracle Service Cloud, Siebel, BMC Remedy, Sugar CRM, SAP C4C, and 20+ other CRMs.

UniAgent™ empowers your agents by transforming the CRM into their primary interface, consolidating interactions across voice and digital channels. Our intelligent single-screen interface merges contact center functionalities with diverse CRM products, facilitating efficient, context-driven responses across email, text, chat, and social media.

UniAgent™ improves productivity by eliminating the need to switch screens and shortens call handling time by automating the customer identification step.

Consilium is Cisco S+ partner and UniAgent™ listed on GPL since 2017. Over 15 years of expertise in delivering cutting-edge CTI solutions, UniAgent™ seamlessly integrates with more than 20 leading CRMs.

Key Features

Inbound and outbound calls handling
CRM screen pop on call ringing event.
Call activity saving to CRM
Click to call from CRM
Presence list
Missed call details
Agent statistics (AHT, Call handled, AVG handled time)
Full telephony functions (Ready, Not Ready, Answer, Hold, Transfer, Consult and Conf)
Omnichannel Integration

Use Cases

Blended Experience

UniAgent™ delivers a blended experience to your customer service workforce by allowing agents to interchange dynamically between inbound and outbound calls from a single unified screen. Thus, ensuring maximum utilization of resources.

Screen Pop

Know your customer in advance and improve First Call resolution. Screen pop allows contact center agents to access customer profiles as soon as an agent connects with the customer. The result is higher efficiency and more effective customer support interactions.

Click-to-dial

Click on any phone record and automatically dial using your softphone or handset. Thus, improve your efficiency by making calls with a single click from CRM.

Screenshots

Agent logged in and on "Not Ready" state

Agent on "Talking" state

Agent on "Work" state

To use Consilium UniAgent™, you will need a webex Contact Center license and a Consilium UniAgent™ license. To book a demo, pricing and subscription options,
please send an email to sales-support@consiliuminc.com.

To Get Started

For More Information : sales-support@consiliuminc.com